Customer Success Manager

Summary

Join UpGuard's high-performing team as a Manager of Customer Success—India! Reporting to the regional head, you will lead and manage a cross-functional team, driving regional strategy and ensuring exceptional client results. Responsibilities include overseeing onboarding, training, and support, while enhancing key performance indicators like NRR and NPS. You will collaborate cross-functionally, mentor your team, and proactively lead customer strategy. Account growth and customer satisfaction are key priorities, requiring executive reporting and performance management. This role demands strong leadership, customer success expertise, and cybersecurity knowledge.

Requirements

• Educational Background: Computer Science, Information Technology, or a related field
• Experience: 7+ years of relevant experience in Customer Success, SaaS operations, consulting, or software implementation
• At least 2 years of managerial experience leading high-performing teams
• Customer Success Expertise: Proven success in account renewals, expansions, and growth strategies
• Experience managing a book of business for local customers
• Project Management Skills: Ability to manage complex workflows and deals from inception to completion in fast-paced environments
• Cybersecurity Knowledge: Strong understanding of cybersecurity concepts, technologies, and best practices
• Communication: Exceptional verbal and written communication skills in English
• Team Collaboration: Effective collaborator with cross-functional teams, embodying a team-player ethos
• Tech-Savvy: Familiarity with tools like ChurnZero, CRMs (e.g., Hubspot), Gong, and collaboration platforms such as Asana, Notion, and Slack
• Mindset: Highly motivated and inquisitive, committed to personal and professional growth

Responsibilities

• Lead the Team: Engage and manage a cross-functional Customer Success team in India, fostering a culture of accountability and collaboration
• Drive Regional Strategy: Define and execute the region’s strategy, focusing on KPIs, analysis, and reporting to ensure sustained growth and impact
• Customer Success Management: Oversee onboarding, training, implementation, support, renewals, expansions, hiring, capacity planning, and advocacy for key strategic accounts
• Enhance Key Metrics: Develop strategies to improve key performance indicators such as NRR (Net Revenue Retention), GRR (Gross Revenue Retention), and NPS (Net Promoter Score)
• Collaborate Cross-Functionally: Partner with other segment leaders and internal teams to drive alignment, mature processes, and ensure global standardization
• Mentorship and Development: Coach and mentor the team, improving the overall Customer Success model while driving a culture of continuous improvement
• Proactive Leadership: Provide leadership on customer strategy, account governance, adoption plans, and scalable customer experiences
• Account Growth: Develop account expansion strategies, working with customers to identify additional service and solution opportunities
• Customer Satisfaction: Actively monitor customer satisfaction levels, identify areas for improvement, and collaborate with internal teams to implement meaningful changes
• Performance Management: Establish performance objectives, lead quarterly and annual reviews, and support team career growth through structured development plans
• Executive Reporting: Prepare and present regular executive summaries and updates to the leadership team, ensuring transparency and alignment

Preferred Qualifications

• Industry Expertise: Experience in information technology, security, or GRC (Governance, Risk, and Compliance)
• Certifications: CISSP, CISM, CISA, or Security+ are a bonus
• Technical Background: 1+ years of experience as a Technical or Security Engineer

Benefits

• Monthly Lifestyle subsidy: use this for financial, physical and mental wellbeing (all regions)
• 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 (all regions)
• $1500 USD annual Learning & Development allowance: to support your career development all team members will be able to expense development opportunities against this allowance (all regions)
• Generous Annual Leave/PTO allowances: time to recharge your batteries (all regions)
• 18 weeks paid Parental Leave: irrespective of parenting role (all regions)
• Personal Leave allowance: this includes sick & carer’s leave (all regions)
• Fully remote working environment: whilst we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance (all regions)
• Top-spec hardware: all team members will be provided with top-spec laptops for their role (all regions)
• Personal device security & online privacy protection subsidy: UpGuard provides team members with a paid subscription to personal device security & online privacy protection platform (all regions)
• Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work (all regions)