Senior Customer Success Manager

Summary

Join UpGuard's growing Customer Success team as a Senior Customer Success Manager! You will proactively engage with key enterprise accounts, driving continuous value and acting as a trusted advisor. Responsibilities include onboarding strategic customers, providing resources and training, translating customer requirements into tailored UpGuard solutions, and monitoring customer health. You will advocate for customers internally, drive satisfaction and product adoption, and develop strategic account plans. This role requires 4+ years of experience in customer success and account management within enterprise organizations, along with a proven track record of driving customer growth and revenue. UpGuard offers a competitive compensation package, including a generous salary, quarterly bonus, and various benefits.

Requirements

• 4+ 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

Responsibilities

• Drive continuous value for a portfolio of enterprise accounts in all stages of the customer lifecycle
• Act as a trusted advisor to your customers, meeting regularly with relevant stakeholders and continuing to drive engagement
• Onboard strategic customers focusing on maximizing value while finding opportunities to increase usage and create long-term value
• Provide resources to your customers, including success plans, and customer-specific training sessions, and organize regular check-in calls
• 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; provide updates to internal cross-functional partners (Product, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion & cross-sell opportunities
• Drive customer satisfaction, product adoption, and ultimately, increase the lifetime customer value of your assigned customers
• Develop strategic account plans that clearly articulate the customer’s business, their goals, and how UpGuard can play into their success
• Engage and collaborate in a fast-moving global team, contributing to ongoing improvements

Preferred Qualifications

• 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

Benefits

• Monthly Lifestyle subsidy: use this for financial, physical, and mental wellbeing
• 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
• Generous Compensation: The base salary for this role is between $85,000 and $105,000. This role also includes a quarterly bonus. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience
• $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
• Personal device security & online privacy protection subsidy: UpGuard provides team members with a paid subscription to personal device security & online privacy protection platform
• Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work