Digital Customer Success Manager

1 month ago
Full-time
Mid Level
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

  • Execute automated customer journeys from onboarding through renewal using HubSpot, in-app messaging, and email campaigns.
  • Manage the full renewal lifecycle and identify upsell opportunities across the APAC digital portfolio.
  • Scale product adoption and feature usage through digital engagement, including one-to-many webinars and automated training sessions.
  • Monitor customer health scores and engagement signals to proactively reduce churn with targeted digital interventions.
  • Deploy, test, and refine localized automation workflows and engagement playbooks for the APAC market.
  • Track and report on KPIs such as NRR, GRR, churn, adoption rate, and time to value.
  • Analyze cohorts and customer data to recommend improvements to lifecycle journeys and digital programs.
  • Partner with RevOps, Program Builders, Product, Sales, and Marketing to resolve customer friction and align campaigns.

Requirements

  • 3–5 years of experience in Customer Success or Account Management.
  • Proven experience managing high-volume portfolios using digital-first strategies.
  • Strong commercial mindset with experience driving renewals and expansion opportunities.
  • Highly organized approach to managing large-scale customer portfolios.
  • Ability to interpret large datasets, customer health signals, and usage metrics.
  • Proficiency with CRM and automation platforms, such as HubSpot.
  • Exceptional verbal and written English communication skills.
  • Experience in cybersecurity or another technical field is preferred.
  • Prior experience building scalable processes in a ground-up environment is preferred.
  • Proven ability to design creative digital solutions in a fast-paced, high-growth environment is preferred.

Benefits

  • Monthly lifestyle subsidy for financial, physical, and mental well-being.
  • WFH setup allowance within the first 3 months.
  • US$1,500 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 laptop and access to paid generative AI tool subscriptions.
  • Health, dental, and vision insurance.

Interested in this position?

Apply directly on the company website

Apply Now

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