Senior Customer Success Manager

Who are we?

UpGuard’s mission is to protect the world’s data. We obsessively seek out elegant, robust ways to enable our customers to find, acknowledge, and remediate cyber risk. With UpGuard, organizations leverage our security expertise and software to automate what was once laborious, spreadsheet-driven processes–whether it's monitoring the attack surface of hundreds of vendors or assessing the security of their own infrastructure. UpGuard is used by some of the world’s largest, fastest-growing, and most innovative companies.

We have a rapidly growing customer base at UpGuard, but one thing has remained the same, our customers always come first! Our Success team is determined to help solve the needs and challenges that our customers face on a daily basis. We consistently think outside the box to find new ways to help our customers thrive throughout their journeys with UpGuard. We’re on the lookout for individuals who have a passion for helping others, fixing problems, and building long-lasting relationships with new customers. You will also have a commercial mindset to identify opportunities to expand our customer accounts and elevate adoption of our products to new heights.

Why are we hiring for this role?

Due to continued growth, the Customer Success team is expanding and we require a Senior Customer Success Manager (CSM) to join our high-performing team. As a Senior Customer Success Manager, you'll report to the CSM Lead and be responsible for proactive engagement with our largest and most valuable customers in an assigned region. The Senior CSM will guide our customers to optimal value realization while at the same time partnering with their customers on their business needs. The Senior CSM will also be responsible for maintaining increasing NRR across its portfolio.

What will you accomplish?

• You will be responsible for driving continuous value for a portfolio of enterprise accounts in all stages of the customer lifecycle.
• You will act as a trusted advisor to your customers, meeting regularly with relevant stakeholders and continuing to drive engagement.
• You will onboard strategic customers focusing on maximizing value while finding opportunities to increase usage and create long-term value.
• You will provide resources to your customers, including success plans, and customer-specific training sessions, and organize regular check-in calls.
• 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.
• 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.
• Drive customer satisfaction, product adoption, and ultimately, increase the lifetime customer value of your assigned customers.
• Develop strategic account plans that clearly articulate the customer’s business, their goals, and how UpGuard can play into their success.
• Engage and collaborate in a fast-moving global team, contributing to ongoing improvements.
  
  

What do we need from you?

• 4 years' experience in customer success, and account management working with or for enterprise organizations.
• Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels.
• Experience with supporting, building & maintaining customer relationships.
• Highly organized with the ability to update existing documentation and document new processes.
• Proven success in owning growth and revenue for a book of business including the end-to-end renewal process.
• An understanding of cyber risk management or risk management frameworks.
• Experience navigating large and complex organizations to multithread and uncover opportunities for expansion.
• 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.
• Can translate complex ideas to a variety of audiences.
• Ability to work with multiple teams, stakeholders, and subsidiaries within an organization.
• High energy and a willingness to learn.
• Self-motivated, independent, and organized.
  
  

What will give you an edge?

• Experience in Customer Success tools, such as ChurnZero or GainSight.
• Experience with a CRM, such as HubSpot or Salesforce.
• Understanding of technical cyber security compliance and certification activities such as NIST, PCI, and ISO27001.
• Understanding of Cyber Security best practices.
• Experience in project management.
• Basic/working knowledge of APIs.
• Experience navigating large enterprise relationships from implementation through value recognition and expansion.
  
  

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, we will help you get set up within your first 3 months at UpGuard.
• Generous Compensation: The base salary for this role is between $85,000 and $105,000. This role also includes a quarterly bonus. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.
• $1,500 USD annual Learning & Development allowance: to support your career development all team members will be able to expense development opportunities against this allowance.
• 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: 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 roles.
• Personal device security & online privacy protection subsidy: UpGuard provides team members with a paid subscription to 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. 99% of team members agree that UpGuard is a great place to work, apply now to find out why!

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.

For applications to positions in the United States, please note, at this time we can only support hiring in the following US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, or DC .

Before starting work with us, you will need to undertake a national police history check and reference checks. Also please note that at this time, we cannot support candidates requiring visa sponsorship or relocation.