Customer Success Manager
UpGuard · Mountain View, CA · 1 mo ago
RemoteRemoteOTHR$75/hrFull-time
We need to output HTML fragment with sections: About the role? Actually the posting includes "Who are we?" etc. We need to use headings for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections that have real specific content. The posting includes description of company (Who are we?), why hiring, what you will accomplish (responsibilities), what we need from you (requirements/qualifications/skills), what would give you an edge (maybe skills), what's in it for you (benefits). No explicit Pay or Schedule. So we should not create Pay or Schedule sections. Benefits we have: Monthly Lifestyle subsidy, WFH set-up allowance, $1500 USD annual Learning & Development allowance, Annual leave (PTO plus two additional UpGuardian leave days), 18 weeks paid Parental Leave, Personal Leave Allowance, Fully remote working environment, Top-spec hardware, Generative AI subsidy, Health Insurance, Certified Great Place to Work etc. Those are benefits.
We need to avoid boilerplate like EEO, legal, application instructions, etc. Remove duplicated lines. Also remove "Who are we?" maybe we can treat as About the role? Actually "Who are we?" is company overview, not role. Could be "About the role" but we have no explicit role description besides responsibilities. Could put company overview under About the role? Might be better to have "About the role" summarizing the role purpose. But we must not invent filler. We have description of why hiring and what you will accomplish. That could be under Responsibilities. The "Who are we?" could be omitted as it's company overview not role-specific; but we might include as a brief intro paragraph before headings? The instruction: Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't say we must include all; only include when posting has real specific content. So we can include sections: Responsibilities, Requirements, Qualifications, Skills, Benefits. Possibly also "About the role" if we have content: maybe we can combine the "Why are we hiring for this role?" and "What will you accomplish?" as About the role? But About the role usually describes the role purpose. We have "Why are we hiring for this role?" and "What will you accomplish?" which describes role. So we can put that under About the role. However we must not repeat job title as heading. That's fine.
We need to preserve all substantive information. So we need to include details from each bullet.
Let's extract:
Company overview: At UpGuard, we are replacing manual security bottlenecks with AI-driven precision. Fresh off a US$75M Series C, we are scaling our infrastructure to process 100 billion risk signals daily. This isn’t just growth; it’s a total reimagining of how the world manages cyber risk. We build the Cyber Risk Posture Management (CRPM) platform that security teams actually love. By integrating security ratings, threat intel, and agentic AI, we empower organisations to stay ahead of an ever evolving attack surface. We aren’t just building another tool; we’re defining a category. We provide the autonomy to ship world-class technology and the resources to do it at a global scale.
Why hiring: Due to continued growth, the Customer Success team is expanding and we require a Customer Success Manager to join our high-performing team to onboard and enable our customers. The ideal candidate will be experienced in leading customer interactions, detail-oriented, articulate, and credible with the ability to listen effectively and provide clear advice. As a Customer Success Manager, you'll report to the Head of Customer Success, EMEA, and analyze the causes of your customer’s greatest pain points and work closely to mitigate them using UpGuard technology. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time, and you’ll work with customers around the world, from early contact to successful deployment, gaining constant, and unique, insight into the world's most important industries and institutions.
What will you accomplish (Responsibilities):
- You will onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals.
- You will provide resources to your customers, including success plans, and customer-specific training sessions.
- You will also organize regular check-in calls.
- You will engage your customers early and frequently, to help them get the most out of UpGuard from day one and continue to drive engagement.
- 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, and Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion, and cross-sell opportunities.
What do we need from you (Requirements/Qualifications/Skills):
- 5+ 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 would give you an edge (maybe Skills):
- 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 (Benefits):
- Monthly Lifestyle subsidy: Use this for financial, physical, and mental well-being
- 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
- $1500 USD annual Learning & Development allowance: To support your career development, all team members will be able to expense development opportunities against this allowance
- Annual leave: PTO plus two additional UpGuardian leave days to give you 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 role
- Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work
- Health Insurance: Access to comprehensive coverage
- 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!
We should not include EEO etc.
Now produce HTML with sections: About the role (maybe combine company overview + why hiring?), Responsibilities, Requirements, Qualifications, Skills, Benefits.
But we have overlapping categories: Requirements, Qualifications, Skills. The instruction says use those headings if content exists. We have a list of requirements (experience, etc.) Could split into Requirements (experience, etc.) and Qualifications (maybe understanding of cyber risk frameworks, etc.) and Skills (tools, CRM, etc.). However we must not create thin sections. Better to combine into Requirements and Skills? But we have distinct groups: "What do we need from you?" includes many items; "What would give you an edge?" includes extra skills. Could treat "What do we need from you?" as Requirements and Qualifications combined; "What would give you an edge?" as Skills. But we need to decide.
We could have:
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't say we must include all; only include when posting has real specific content. So we can include sections: Responsibilities, Requirements, Qualifications, Skills, Benefits. Possibly also "About the role" if we have content: maybe we can combine the "Why are we hiring for this role?" and "What will you accomplish?" as About the role? But About the role usually describes the role purpose. We have "Why are we hiring for this role?" and "What will you accomplish?" which describes role. So we can put that under About the role. However we must not repeat job title as heading. That's fine.
We need to preserve all substantive information. So we need to include details from each bullet.
Let's extract:
Company overview: At UpGuard, we are replacing manual security bottlenecks with AI-driven precision. Fresh off a US$75M Series C, we are scaling our infrastructure to process 100 billion risk signals daily. This isn’t just growth; it’s a total reimagining of how the world manages cyber risk. We build the Cyber Risk Posture Management (CRPM) platform that security teams actually love. By integrating security ratings, threat intel, and agentic AI, we empower organisations to stay ahead of an ever evolving attack surface. We aren’t just building another tool; we’re defining a category. We provide the autonomy to ship world-class technology and the resources to do it at a global scale.
Why hiring: Due to continued growth, the Customer Success team is expanding and we require a Customer Success Manager to join our high-performing team to onboard and enable our customers. The ideal candidate will be experienced in leading customer interactions, detail-oriented, articulate, and credible with the ability to listen effectively and provide clear advice. As a Customer Success Manager, you'll report to the Head of Customer Success, EMEA, and analyze the causes of your customer’s greatest pain points and work closely to mitigate them using UpGuard technology. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time, and you’ll work with customers around the world, from early contact to successful deployment, gaining constant, and unique, insight into the world's most important industries and institutions.
What will you accomplish (Responsibilities):
- You will onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals.
- You will provide resources to your customers, including success plans, and customer-specific training sessions.
- You will also organize regular check-in calls.
- You will engage your customers early and frequently, to help them get the most out of UpGuard from day one and continue to drive engagement.
- 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, and Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion, and cross-sell opportunities.
What do we need from you (Requirements/Qualifications/Skills):
- 5+ 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 would give you an edge (maybe Skills):
- 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 (Benefits):
- Monthly Lifestyle subsidy: Use this for financial, physical, and mental well-being
- 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
- $1500 USD annual Learning & Development allowance: To support your career development, all team members will be able to expense development opportunities against this allowance
- Annual leave: PTO plus two additional UpGuardian leave days to give you 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 role
- Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work
- Health Insurance: Access to comprehensive coverage
- 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!
We should not include EEO etc.
Now produce HTML with sections: About the role (maybe combine company overview + why hiring?), Responsibilities, Requirements, Qualifications, Skills, Benefits.
But we have overlapping categories: Requirements, Qualifications, Skills. The instruction says use those headings if content exists. We have a list of requirements (experience, etc.) Could split into Requirements (experience, etc.) and Qualifications (maybe understanding of cyber risk frameworks, etc.) and Skills (tools, CRM, etc.). However we must not create thin sections. Better to combine into Requirements and Skills? But we have distinct groups: "What do we need from you?" includes many items; "What would give you an edge?" includes extra skills. Could treat "What do we need from you?" as Requirements and Qualifications combined; "What would give you an edge?" as Skills. But we need to decide.
We could have:
About the role
with company overview and why hiring.
Responsibilities
with the list.
Requirements
with the core requirements (5+ years experience, self-starter, etc.)
Skills
with the edge items (CRM, tools, etc.)
We could also have Qualifications but maybe not needed. The instruction says prefer a few substantive sections over many thin ones. So maybe we combine Requirements and Qualifications into one section called Requirements. And Skills separate.
Thus sections: About the role, Responsibilities, Requirements, Skills, Benefits.
Check if we have any content for Pay or Schedule: none, so omit.
Now ensure we preserve all substantive information. Need to include all bullet points from each category.
Let's craft HTML:
About the role
At UpGuard, we are replacing manual security bottlenecks with AI-driven precision. Fresh off a US$75M Series C, we are scaling our infrastructure to process 100 billion risk signals daily. This isn’t just growth; it’s a total reimagining of how the world manages cyber risk. We build the Cyber Risk Posture Management (CRPM) platform that security teams actually love. By integrating security ratings, threat intel, and agentic AI, we empower organisations to stay ahead of an ever evolving attack surface. We aren’t just building another tool; we’re defining a category. We provide the autonomy to ship world-class technology and the resources to do it at a global scale.
Due to continued growth, the Customer Success team is expanding and we require a Customer Success Manager to join our high-performing team to onboard and enable our customers. The ideal candidate will be experienced in leading customer interactions, detail-oriented, articulate, and credible with the ability to listen effectively and provide clear advice. As a Customer Success Manager, you'll report to the Head of Customer Success, EMEA, and analyze the causes of your customer’s greatest pain points and work closely to mitigate them using UpGuard technology. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time, and you’ll work with customers around the world, from early contact to successful deployment, gaining constant, and unique, insight into the world's most important industries and institutions.
Responsibilities
- Onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals.
- Provide resources to your customers, including success plans, and customer-specific training sessions.
- Organize regular check‑in calls.
- Engage customers early and frequently to help them get the most out of UpGuard from day one and continue to drive engagement.
- Translate customers’ requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard.
- 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, and Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion, and cross‑sell opportunities.
Requirements
- 5+ years' experience in customer success, and account management working with or for enterprise organizations.
- Self‑starter with a