Customer Success Manager

1 hour, 12 minutes 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 customers so they understand how to use UpGuard effectively to meet their goals.
  • Create success plans, deliver customer-specific training sessions, and organize regular check-in calls.
  • Engage customers early and frequently to drive adoption and long-term value from day one.
  • Advocate for customers internally by sharing feedback, risks, strategic insights, and resolution activities with Product, Sales, and Marketing.
  • Translate customer requirements into tailored solutions based on their risk management frameworks.
  • Monitor customer health and intervene with proactive education when adoption or outcomes are at risk.
  • Analyze customer pain points and work with internal teams to mitigate issues using UpGuard technology.
  • Identify expansion and cross-sell opportunities within customer accounts.
  • Travel up to 20% of the time within the city and to other cities in India.

Requirements

  • 2+ years of experience in customer success, project management, or account management.
  • Understanding of cyber risk management or risk management frameworks.
  • Experience supporting and building customer relationships in a scalable manner.
  • Ability to cover a book of business in India.
  • Highly organized with the ability to update existing documentation and document new processes.
  • High proficiency in English, both written and spoken.
  • 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 (preferred).
  • Experience with customer success tools such as ChurnZero or Gainsight (preferred).
  • Experience in cyber risk management or risk management (preferred).
  • Understanding of cybersecurity best practices (preferred).
  • Basic or working knowledge of APIs (preferred).
  • Experience conducting training sessions (preferred).
  • Willingness to travel 20% of the time within India.
  • Ability to pass a national police history check and reference checks.
  • Cannot require visa sponsorship or relocation.

Benefits

  • 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, regardless of parenting role.
  • Personal leave allowance including sick leave and carer’s leave.
  • Fully remote working environment with no compulsory office attendance.
  • Top-spec laptop provided for the role.
  • Paid subscriptions to generative AI tools to support work.

Interested in this position?

Apply directly on the company website

Apply Now

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