Customer Success Manager,

Upguard

Posted: 5 months ago
Openings: 10
Applicants: 0

Job Description

As a Customer Success Manager, youll work closely with other CS team roles and cross-functionally with other departments, and you ll report to the Lead CSM. You ll be proactive in driving product value and success for our customers, analyzing the causes of their greatest pain points, and working closely to mitigate them using UpGuard s toolset. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time, and you ll work with customers around the world, from early contact to successful deployment, gaining constant, and unique, insight into the worlds most important industries and institutions.

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 understand your customers business in-depth and how they are going to be successful using UpGuard
You will identify gaps and provide resources to your customers, including cybersecurity collateral, onboarding success plans, conducting EBRs and customer-specific Product training sessions
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 throughout their journey
You will translate your customers 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
You will 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

What will you bring?

Demonstrated track record of over 5 years in Customer Success
Proven experience in nurturing and cultivating robust customer relationships
Exemplary organizational 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

What would give you an edge?

Experience in Customer Success tools, such as ChurnZero or GainSight
Experience with a CRM, 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

Whats 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