Customer Success Manager

1 hour, 35 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 to help them use UpGuard effectively to achieve their goals.
  • Provide success plans, customer-specific training sessions, and regular check-in calls.
  • Engage customers early and frequently to drive adoption and long-term value from day one.
  • Translate customer requirements by understanding their risk management frameworks and tailoring solutions accordingly.
  • Monitor customer health and intervene with proactive education when adoption is falling short.
  • Analyze customer pain points and work with UpGuard technology to help mitigate them.
  • Advocate for customers internally and share feedback, risks, and strategic insights with Product, Sales, and Marketing.
  • 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.
  • Experience supporting and building customer relationships in a scalable manner.
  • Highly organized with the ability to update existing documentation and document new processes.
  • High-level proficiency in English, both written and spoken.
  • Ability to work cross-functionally with multiple internal teams and contribute as a team player.
  • Curiosity and willingness to learn.
  • Experience with customer success tools such as ChurnZero or Gainsight is preferred.
  • Experience with CRM tools such as HubSpot or Salesforce is preferred.
  • Basic or working knowledge of APIs is preferred.
  • Experience conducting training sessions is preferred.
  • Knowledge of Spanish is preferred.
  • Located within the US Eastern Timezone.
  • Cannot require visa sponsorship or relocation for this role.
  • Must be able to complete a national police history check and reference checks before starting.

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 for any parenting role.
  • Personal leave allowance including sick and carer’s leave.
  • Fully remote working environment with no mandatory office attendance.
  • Top-spec laptop and hardware provided.
  • Paid subscriptions to generative AI tools to support your work.

Interested in this position?

Apply directly on the company website

Apply Now

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