VP, Customer Success

Summary

Join UpGuard's rapidly growing Customer Success team as VP of Customer Success! Reporting to the Chief Revenue Officer, you will lead a global team, driving customer adoption and value realization. Develop and implement a comprehensive customer success strategy, aligning with company objectives and establishing key performance indicators. You will own the entire customer lifecycle, fostering collaboration across departments to ensure seamless customer experiences. Build and scale a high-performing team, recruiting, developing, and inspiring your team members. This role requires extensive experience leading Customer Success teams in a senior management role within a fast-growing B2B SaaS organization, along with a strong technical background and proven commercial expertise.

Requirements

• 5+ years of experience leading Customer Success teams in a senior management role with a global footprint (Director or above)
• 10+ years in Customer Success or a customer leadership role within a fast-growing B2B SaaS organization
• Technical background, ideally with experience in cybersecurity, risk, compliance, or information technology
• Strong operational discipline with a proven track record of leading teams to achieve key performance metrics
• Demonstrated commercial expertise with a history of exceeding revenue targets
• Results-driven with the ability to connect proactive customer strategies to measurable ROI
• Expertise in delivering strategic value to customers and driving revenue growth in partnership with Sales
• Proven ability to collaborate cross-functionally to define the ideal customer journey, value delivery, success metrics, and operational models
• Strong analytical skills with confidence in making data-driven decisions
• Experience building and scaling digital programs, customer education initiatives, and professional services
• Success in growing and scaling international teams while navigating diverse cultural and market dynamics, combined with fostering a high-performance culture
• Ability to operate at both a strategic and tactical level, seamlessly transitioning between big-picture vision and hands-on execution when needed

Responsibilities

• Elevate UpGuard’s customer success strategy and methodology, build a prescriptive, scalable customer success motion to best support our customers
• Develop a comprehensive customer-focused strategy aligned with the company’s overall objectives. Define clear goals and key performance indicators (KPIs) to measure success at every stage of the customer journey
• Own and drive the entire customer lifecycle journey, including onboarding, adoption, expansion, and renewal, by establishing best practices and processes to maximize customer success and satisfaction
• Drive operational excellence and drive customer loyalty across all touchpoints, challenging conventional wisdom in the pursuit of continuous improvement
• Collaborate with marketing, sales, product development, and other departments to align customer needs with business objectives. Encourage cross-functional collaboration to deliver seamless customer experiences
• Act as the customer advocate within the organization, ensuring the customer’s voice is heard and considered in decision-making processes
• Build and scale a world-class team: Recruit, develop, and inspire a diverse high-performing customer success team. Foster a culture of excellence, compassion, collaboration, and continuous learning

Preferred Qualifications

Experience helping build a new market category with revenue streams of a growth-stage business from $75M to $250M ARR and beyond

Benefits

• Stock Options: share in our future success with stock options
• 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
• $1500 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: whilst 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 role
• Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work