Overview
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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 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, and we seek individuals who enjoy solving problems and building long-lasting relationships with new customers. You will have a commercial mindset to identify opportunities to expand customer accounts and elevate product adoption.
Why are we 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 actively listen and problem solve 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 be proactive in driving product value and success for our customers, analysing the causes of their greatest pain points, and working to mitigate them using UpGuard’s toolset. You will solicit feedback from customers and colleagues, helping improve UpGuard over time, and you’ll work with customers around the world from early contact to successful deployment, gaining insight into important industries and institutions.
Responsibilities
- You will onboard and manage UpGuard customers to ensure they understand how best to use UpGuard 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 UpGuard solutions.
- You will monitor the health of your customers and intervene with proactive education when value is not being achieved.
- 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.
Qualifications
- Demonstrated track record of over 2 years in Customer Success or Account Management
- Proven experience in nurturing and cultivating robust customer relationships
- Exemplary organisational skills, adept at enhancing existing documentation and crafting new process guides
- Proficiency in cyber risk management or familiarity with risk management frameworks
- Excellent command of English, both written and spoken
- Collaborator with ability to interface across diverse internal teams; strong team-player ethos
- Highly motivated and inquisitive, with a commitment to personal and professional growth
Edge
- Experience in Customer Success tools (e.g., ChurnZero or Gainsight)
- Experience with a CRM platform (e.g., HubSpot or 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 wellbeing (all regions)
- WFH set-up allowance within first 3 months (all regions)
- $1500 USD annual Learning & Development allowance for career development
- Generous annual Leave/PTO (all regions)
- 18 weeks paid Parental Leave (all regions)
- Personal Leave allowance for sick & carer’s leave (all regions)
- Fully remote working environment; offices in Sydney & Hobart but no mandatory attendance (all regions)
- Top-spec hardware (all regions)
- Personal device security & online privacy protection subsidy (all regions)
- Generative AI subsidy for access to AI tools (all regions)
UpGuard is a Certified Great Place to Work in the US, Australia, UK and India, and an Equal Employment Prospect and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.
For applications to positions in the United States, we can only hire in the following US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, or DC. Before starting work, you will need to undertake a national police history check and reference checks. At this time we cannot support candidates requiring 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
📍 City of Wollongong