Customer Success Manager

Summary

Join UpGuard's growing Customer Success team as a Customer Success Manager! You will onboard and manage customers, ensuring effective UpGuard usage to meet their goals. This role requires in-depth understanding of customer businesses and identifying resource gaps. You will engage customers frequently, translate their requirements into tailored solutions, and monitor their progress, proactively intervening when needed. You will also advocate for customers internally, providing valuable feedback and insights. The ideal candidate has 2+ years of experience in Customer Success or Account Management and a strong understanding of cyber risk management.

Requirements

• Demonstrated track record of over 2 years in Customer Success or Account Management
• Proven experience in nurturing and cultivating robust customer relationships
• Exemplary organisational skills, adept at enhancing existing documentation and crafting new process guides
• Proficiency in the realm of cyber risk management or familiarity with risk management frameworks
• 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
• We’re looking for someone who’s not just comfortable with change, but curious about it—especially when it comes to adopting AI tools that can enhance how we work

Responsibilities

• Onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals
• Understand your customer's business in-depth and how they are going to be successful using UpGuard
• Identify gaps and provide resources to your customers, including cybersecurity collateral, onboarding success plans, and customer-specific training sessions
• Engage your customers early and frequently, 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
• 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 by providing updates to internal cross-functional partners (Product, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion & cross-sell opportunities

Preferred Qualifications

• Experience in Customer Success tools, such as ChurnZero or GainSight
• Experience with a CRM platform such as HubSpot or Salesforce
• Experience in cyber risk management or risk management
• Understanding of cyber security best practices
• Basic/working knowledge of APIs
• Experience conducting training sessions

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)