Director of Customer Success

Summary

Join UpGuard's growing Customer Success team as a Director, leading the APAC team and reporting to the Global VP. You will engage cross-functional teams, develop customer strategies, and drive account expansion. Responsibilities include onboarding, training, and supporting key accounts, while collaborating with other leaders to improve processes and tools. You'll mentor the team, manage performance, and present regular updates to leadership. This role requires 7+ years of relevant experience in customer success, consulting, or software implementation, with a strong understanding of SaaS and business metrics. The ideal candidate will have experience with Customer Success tools and a CRM.

Requirements

• 7+ years of relevant experience in customer success, consulting, software implementation or a combination, with demonstrated success in customer success, SaaS operations, sales, and leadership positions, with a deep understanding of SaaS, Go-To-Market and execution model
• You understand business metrics and how important it is to keep every customer satisfied, delivering value and growing
• Demonstrated ability to identify & pursue opportunities for account expansion & growth
• Strong project management skills, with experience managing complex consulting projects from inception to completion
• Prior experience being responsible for account adoption and retention
• Technical competency and aptitude with software applications, tools, and internal systems
• Superior written and oral communication skills, you can empathise, earn trust, and influence internal and external stakeholders

Responsibilities

• Engage and lead cross-functional and geographically dispersed teams
• Proactive thought leadership on customer strategy and roadmap, account governance, and recurring strategic discussions with both customers and internal teams
• Adoption strategies, delivery plans, and economic models to realise the customer experience at scale
• Develop account expansion strategies, working with customers to identify areas where we can provide additional services & solutions
• Be accountable for the onboarding, training, implementation, support, hiring, capacity plans and advocacy for key strategic customer accounts
• Working in partnership with the Account Management function, increase key CS metrics across the business such as NRR, GRR, NPS & CSAT
• Actively monitor & manage customer satisfaction levels, identifying areas for improvement & working with internal teams to implement change
• Collaboration with other Segment leadership to drive overall success across the CS organisation, maturing standards, processes, tools & global alignment
• Drive segment/region strategy, analysis, KPIs and reporting
• Be able to manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives to multiply impact beyond their portfolios
• Act as a coach & mentor to the existing team, constantly working to improve the overall Customer Success model and driving change and culture of accountability within the organisation to meet UpGuard and customer business objectives and goals
• Maintain in-depth knowledge of customers’ business and industry, anticipating and addressing opportunities and issues
• Define and develop skill development plans and training sessions
• Establish performance objectives, conduct quarterly and annual performance reviews and support the compensation process
• Prepare and present regular executive summaries and updates to the leadership team

Preferred Qualifications

• Experience in Customer Success tools, such as GainSight or ChurnZero
• Experience with a CRM, such as Salesforce or HubSpot
• Proven results of increasing metrics such as NRR/GRR
• Understanding of Cyber Security best practices
• Bachelor's Degree in Business, Engineering, Cybersecurity, or a related field

Benefits

• Monthly Lifestyle subsidy: Our employees 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
• $1,500 USD annual Learning & Development allowance: To support your career development, all team members will be able to expense development opportunities against this allowance
• Generous Annual Leave/PTO allowances: 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 roles