Who we are
UpGuard’s mission is to make life easier for security teams. We create robust solutions that enable our customers to identify, assess, and remediate cybersecurity risk across their attack surface, vendor ecosystem, workforce, and trust relationships. Our integrated cyber risk posture management platform combines security ratings, risk assessments, templated security questionnaires, threat intelligence capabilities, and agentic AI to give organizations a holistic view of their risk surface.
Our Success team is dedicated to helping customers thrive throughout their journey with UpGuard. We look for individuals who enjoy helping others, fixing problems, and building long-lasting relationships with new customers, with a commercial mindset to identify opportunities to expand accounts and elevate product adoption.
Why we are hiring for this role
Due to continued growth, the Customer Success team is expanding and we require a new Customer Success Manager to onboard and enable our customers. The ideal candidate will be experienced in leading customer interactions, a strong communicator (written and verbal), and able to listen actively and solve problems to provide clear advice and effective solutions.
As a Customer Success Manager, you’ll work closely with other CS team roles and cross-functionally with other departments, reporting to the Director of Customer Success, APAC. You’ll drive product value and success for our customers, analyze pain points, and work with UpGuard’s toolset to mitigate them. You will solicit feedback from customers and colleagues to help improve UpGuard over time and work with customers worldwide from initial contact to successful deployment.
What will you do?
- You will onboard and manage UpGuard customers to ensure they understand how to use UpGuard effectively to meet their goals.
- You will understand your customer's business in-depth and how they will be successful using UpGuard.
- You will identify gaps and provide resources to your customers, including cybersecurity collateral, onboarding success plans, and customer-specific training sessions.
- You will engage your customers early and frequently to maximize value from day one and sustain engagement throughout their journey.
- You will translate customer requirements by understanding their risk management frameworks to offer tailored solutions with UpGuard.
- You will monitor customer health and intervene with proactive education when outcomes fall short of expectations.
- You will advocate for the customer by providing updates to internal cross-functional partners on customer perspectives, risks, insights, issue resolution, expansion, and cross-sell opportunities.
What will you bring?
- Demonstrated track record of over 2 years in Customer Success or Account Management
- Proven experience in nurturing and cultivating robust customer relationships
- Exemplary organizational skills, adept at improving documentation and creating process guides
- Proficiency in cyber risk management or familiarity with risk frameworks
- Excellent English language skills, both written and spoken
- Collaborative ability to work across diverse internal teams with a robust team-player ethos
- Motivation and curiosity, with a commitment to personal and professional growth
What will give you an edge?
- Experience with Customer Success tools (e.g., ChurnZero, Gainsight)
- Experience with CRM platforms (e.g., HubSpot, Salesforce)
- Experience in cyber risk management or risk management
- Understanding of cybersecurity best practices
- Basic working knowledge of APIs
- Experience conducting training sessions
What’s in it for you?
- Monthly lifestyle subsidy for financial, physical, and mental wellbeing
- Work-from-home setup allowance
- $1500 USD annual Learning & Development allowance
- Generous annual leave/PTO
- 18 weeks paid parental leave
- Personal leave (sick & carer’s leave)
- Fully remote working environment with optional offices in Sydney & Hobart
- Top-spec hardware provided
- Personal device security & online privacy protection subsidy
- Generative AI subsidy for access to AI tools
UpGuard is a Certified Great Place to Work in multiple regions, and we are committed to equal employment opportunities. Qualified applicants will receive consideration without regard to race, color, religion, sex, orientation, gender identity, national origin, age, marital status, veteran status, or disability.
For applications in the United States, we currently hire in the following states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, or DC.
Before starting work, a national police history check and reference checks are required. We cannot currently support visa sponsorship or relocation.
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Other
Industries
- IT Services and IT Consulting
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📌 Customer Success Manager
🏢 Upguard
📍 Maitland