Note: The job is a remote job and is open to candidates in USA. UpGuard is a leading global technology employer focused on cyber risk management. They are seeking a Customer Success Manager to onboard and manage customers, ensuring they effectively utilize UpGuard's platform to meet their goals and drive engagement.
Responsibilities
- 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
Skills
- 2+ 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
- 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
Benefits
- 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
Company Overview