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 Success team is determined to help solve the needs and challenges that our customers face on a daily basis. We’re on the lookout for individuals who have a passion for helping others, fixing problems, and building long-lasting relationships with new customers.
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 join our high-performing team to onboard and enable our customers.
What will you do?
- Onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals.
- Understand your customer's business in-depth and how they are going to be successful using UpGuard.
- Identify gaps and provide resources to your customers, including cybersecurity collateral, onboarding success plans, and customer-specific training sessions.
- 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.
- Translate your customers’ requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilise UpGuard.
- Monitor the health of your customers and intervene with proactive education when customers are not effectively using UpGuard to achieve the value they expected.
- 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 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 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 robust team-player ethos
- Highly motivated and inquisitive, characterised by an unwavering commitment to personal and professional growth
What will give you an edge?
- Experience in Customer Success tools, such as ChurnZero or GainSight
- Experience with a CRM platform such as 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: use this for financial, physical and mental wellbeing
- WFH set-up allowance: to ensure you have the right environment to work in
- $1500 USD annual Learning & Development allowance: to support your career development
- 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
- Personal device security & online privacy protection subsidy: UpGuard provides team members with a paid subscription to a personal device security & online privacy protection platform
- Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work
UpGuard is a Certified Great Place to Work in the US, Australia, UK and India, establishing its position as a leading global technology employer.
As an Equal Employment Opportunity and Affirmative 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.
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📌 Customer Success Manager
🏢 Upguard
📍 Cairns