Customer Success Manager

Job description

## **Who are we?** At UpGuard, we are replacing manual security bottlenecks with AI-driven precision. Fresh off a US$75M Series C, we are scaling our infrastructure to process 100 billion risk signals daily. This isn’t just growth; it’s a total reimagining of how the world manages cyber risk. We build the Cyber Risk Posture Management (CRPM) platform that security teams actually love. By integrating security ratings, threat intel, and agentic AI, we empower organisations to stay ahead of an ever evolving attack surface. We aren’t just building another tool; we’re defining a category. We provide the autonomy to ship world-class technology and the resources to do it at a global scale. **Why are we hiring for this role?** Due to continued growth, the Customer Success team is expanding and we require a Customer Success Manager to join our high-performing team to onboard and enable our customers. The ideal candidate will be experienced in leading customer interactions, detail-oriented, articulate, and credible with the ability to listen effectively and provide clear advice. As a Customer Success Manager, you'll report to the Head of Customer Success, EMEA, and analyze the causes of your customer’s greatest pain points and work closely to mitigate them using UpGuard technology. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time, and you’ll work with customers around the world, from early contact to successful deployment, gaining constant, and unique, insight into the world's most important industries and institutions. **What will you accomplish?** - You will onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals. - You will provide resources to your customers, including success plans, and customer-specific training sessions. You will also organize regular check-in calls. - You will engage your customers early and frequently, to help them get the most out of UpGuard from day one and continue to drive engagement. - You will translate your customers’ requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard. - You will monitor the health of your customers and intervene with proactive education when customers are not effectively using UpGuard to achieve the value they expected. - Advocate for the customer; Provide updates to internal cross-functional partners (Product, Sales, and Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion, and cross-sell opportunities. **What do we need from you?** - 5+ years' experience in customer success, and account management working with or for enterprise organizations. - Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels. - Experience with supporting, building & maintaining customer relationships. - Highly organized with the ability to update existing documentation and document new processes. - Proven success in owning growth and revenue for a book of business including the end-to-end renewal process. - An understanding of cyber risk management or risk management frameworks. - Experience navigating large and complex organizations to multithread and uncover opportunities for expansion. - High level of proficiency in the English language, both written and spoken. - The ability to work cross-functionally with many internal groups and be a team player. - Can translate complex ideas to a variety of audiences. - Ability to work with multiple teams, stakeholders, and subsidiaries within an organization. - High energy and a willingness to learn. - Self-motivated, independent, and organized. **What would give you an edge?** - Experience in Customer Success tools, such as ChurnZero or GainSight. - Experience with a CRM, such as HubSpot or Salesforce. - Understanding of technical cyber security compliance and certification activities such as NIST, PCI, and ISO27001. - Understanding of Cyber Security best practices. - Experience in project management. - Basic/working knowledge of APIs. - Experience navigating large enterprise relationships from implementation through value recognition and expansion. **What’s in it for you?** - **Monthly Lifestyle subsidy:** Use this for financial, physical, and mental well-being - **WFH set-up allowance:** To ensure you have the right environment to work in, we will help you get set up within your first 3 months at UpGuard - **$1500 USD annual Learning & Development allowance:** To support your career development, all team members will be able to expense development opportunities against this allowance - **Annual leave:** PTO plus two additional UpGuardian leave days to give you time to recharge your batteries. - **18 weeks paid Parental Leave:** Irrespective of parenting role - **Personal Leave Allowance:** This includes sick & carer’s leave - **Fully remote working environment:** While we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance - **Top-spec hardware:** All team members will be provided with top-spec laptops for their role - **Generative AI subsidy:** UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work - **Health Insurance:** Access to comprehensive coverage UpGuard is a Certified Great Place to Work® in the US, Australia, UK and India, establishing its position as a leading global technology employer. 99% of team members agree that UpGuard is a great place to work! Apply now to find out why! As an Equal Employment Opportunity and Affirmative Action Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. **Please Note:** Not all roles can be performed from the United States. Please check your specific job listing to confirm its advertised location. If the role you are applying for is listed as based in the US, we are currently only able to support hiring in the following locations: CA, CO, FL, IL, LA, MA, MD, MO, OR, PA, TX, WA, and DC. Before starting work with us, you will need to undertake a national police history check and reference checks. Also, please note that at this time, we cannot support candidates requiring visa sponsorship or relocation.