Remote Customer Success Manager

Summary

Join UpGuard's rapidly growing Customer Success team as a Customer Success Manager to onboard and enable customers, leveraging technical expertise and commercial mindset to drive customer success and growth.

Requirements

• Degree in computer science, information technology, or a related field
• 4+ years' experience in technical account management, customer success, solutions consulting role within the cybersecurity industry
• Experience working within the Cyber Security industry OR similar domain
• Strong understanding of cybersecurity concepts, technologies, and best practices
• Demonstrated ability to manage customer portfolio, manage multiple customers simultaneously, prioritize tasks, meet deadlines, and ultimately grow and retain your accounts
• Exceptional command of the English language, both in written and spoken communication
• Effective collaborator with the ability to seamlessly interface across diverse internal teams, embodying a strong team-player ethos
• Highly motivated and inquisitive, characterized by an unwavering commitment to personal and professional growth
• Experience with tools like ChurnZero, CRMs (e.g. Hubspot), Gong, and collaboration tools such as Asana, Notion and Slack

Responsibilities

• Onboard and enable UpGuard customers to optimize their usage and integration with existing systems to achieve technical and business goals
• Understand your customer's business in-depth, identify gaps and how they are going to be successful using UpGuard, provide best practice recommendations, resources, success plans, and customer-specific training
• Engage customers proactively to help them get the most out of UpGuard from day one and continue to drive engagement throughout their journey
• Translate your customers’ requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard
• Proactively monitor security ratings and metrics (e.g. health score, usage), addressing potential risks and improvement areas
• Advocate for the customer by providing updates to internal teams on customer perspectives, risks, strategic insights, issue resolution activities
• Collaborate with internal teams  to identify opportunities for upselling or cross-selling additional products and services to our customers

Preferred Qualifications

• Experience as an information technology, security, or GRC  professional
• Certifications such as Network+,Security+, CISM, CISA are a bonus
• 1+years of experience into Technical / Security Engineer

Benefits

• 100% Remote Opportunity
• Impact: Influence the direction and design of projects that push the boundaries of your field and see the impact of your work daily
• Be part of an energetic team: Our team is highly collaborative, fostering a positive work environment that encourages creativity and innovation
• We value work-life balance: We recognise the importance of maintaining balance and provide a supportive work environment that allows you to prioritize your personal life and well-being
• Generous reward: We offer a competitive salary + equity
• Great perks: You won’t find table tennis tables or office mandates - we prefer to offer perks that support your overall well-being - including a lifestyle allowance, well-being program, WFH budget, personal learning & development budget, generous leave benefits, and plenty more!