Customer Success Manager

Who are we? At UpGuard, we are replacing manual security bottlenecks with AI-driven precision. Fresh off a US$75M Series C, we are scaling our infrastructure to process 100 billion risk signals daily. This isn’t just growth; it’s a total reimagining of how the world manages cyber risk. Why are we hiring this role? Due to continued growth, the Customer Success team is expanding and we require a Senior Customer Success Manager to join our high performing team to onboard and enable our customers. The ideal candidate will be experienced in leading customer interactions, detail oriented, articulate and credible with the ability to listen effectively and provide clear advice. What will you do? You will onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals. You will provide resources to your customers, including success plans, customer-specific training sessions and organize regular check in calls. You will engage your customers early and frequently, to help them get the most out of UpGuard from day one and continue to drive engagement. 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. You will translate your customer’s requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard. You will monitor the health of your customers and intervene with proactive education when customers are not effectively using UpGuard to achieve the value they expected. What will you bring? 4+ years' experience in customer success, project management or account management. An understanding of cyber risk management or risk management frameworks. Experience with supporting and building customer relationships in a scalable manner. Ability to cover a book of business with on Eastern Time or Pacific Time. Highly organized with the ability to update existing documentation and document new processes. 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. Curious and willing to learn. What would give you an edge? Experience with a CRM, such as HubSpot or Salesforce. Experience in Customer Success tools, such as ChurnZero or GainSight. Experience in cyber risk management or risk management. Understanding of Cyber Security best practices. Basic/working knowledge of APIs. Experience conducting training sessions. What's in it for you? Monthly Lifestyle subsidy: 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. $1500 USD annual Learning & Development allowance: To support your career development, all team members will be able to expense development opportunities against this allowance. Annual leave: PTO plus two additional UpGuardian leave days to give you 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 role. Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work. Health Insurance: Health, dental, and vision insurance. $85,000 - $100,000 a year UpGuard is a Certified Great Place to Work® in the US, Australia, UK and India, establishing its position as a leading global technology employer. 99% of team members agree that UpGuard is a great place to work. As an Equal Employment Opportunity and Affimative Action Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. For applications to positions in the United States, please note, at this time we can only support hiring in the following US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, or DC. Before starting work with us, you will need to undertake a national police history check and reference checks. Also please note that at this time, we cannot support candidates requiring visa sponsorship or relocation. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr