Customer Success Manager (East)

3 months, 1 week ago
Full-time
Junior
Customer and Technical Support
UpGuard

UpGuard

UpGuard is a cybersecurity ratings platform based in Sydney, Australia, specializing in third-party risk management and attack surface monitoring to prevent data breaches and enhance IT security.

Professional Services
51-250
Founded 2012
$47M raised

Description

  • Onboard and manage UpGuard customers so they can use the platform effectively to meet their goals.
  • Provide customer success plans, customer-specific training sessions, and regular check-in calls.
  • Engage customers early and frequently to drive adoption and long-term product usage.
  • Translate customer requirements into tailored solutions based on their risk management frameworks.
  • Monitor customer health and proactively intervene with education when usage is not meeting expectations.
  • Analyze customer pain points and work to mitigate them using UpGuard technology.
  • Advocate for the customer by sharing insights, risks, and issue resolution updates with internal teams.
  • Identify expansion and cross-sell opportunities within customer accounts.
  • Solicit feedback from customers and colleagues to help improve UpGuard over time.

Requirements

  • 2+ years of experience in customer success, project management, or account management.
  • Understanding of cyber risk management or risk management frameworks.
  • Located within the US Eastern Time Zone.
  • Experience building customer relationships in a scalable manner.
  • Highly organized with the ability to update documentation and document new processes.
  • Strong written and spoken English communication skills.
  • Ability to work cross-functionally with internal teams and contribute as a team player.
  • Curious and willing to learn.
  • Experience with customer success tools such as ChurnZero or Gainsight is preferred.
  • Experience with CRM platforms such as HubSpot or Salesforce is preferred.
  • Understanding of cybersecurity best practices is preferred.
  • Basic working knowledge of APIs is preferred.
  • Experience conducting training sessions is preferred.
  • Knowledge of Spanish at any level is preferred.
  • Must be able to complete a national police history check and reference checks.
  • Cannot require visa sponsorship or relocation support.

Benefits

  • $85,000 to $100,000 annual salary.
  • Monthly lifestyle subsidy for financial, physical, and mental well-being.
  • WFH setup allowance within the first 3 months.
  • $1,500 USD annual learning and development allowance.
  • Annual leave plus two additional UpGuardian leave days.
  • 18 weeks of paid parental leave.
  • Personal leave allowance including sick and carer’s leave.
  • Fully remote working environment.
  • Top-spec hardware provided for the role.
  • Generative AI tool subscription subsidy.
  • Health, dental, and vision insurance.

Interested in this position?

Apply directly on the company website

Apply Now

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