Customer Success Manager

About the role

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 your customers early and frequently to help them get the most out of UpGuard from day one and continue to drive engagement.
• Translate your 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 proven track record of driving customer success and aligning complex customer solutions at the executive and department levels.
• Experience with supporting, building, and 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.

Skills

The following would give you an edge:

• 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.

Benefits

• Work directly with some of the world’s largest, fastest-growing, and most innovative companies.
• Deeply explore the ever-evolving world of cybersecurity, with a platform processing billions of data points daily.
• Learn from industry-leading experts; our security research has been featured in The New York Times, The New Yorker, The Washington Post, TechCrunch, Bloomberg, Gizmodo, Engadget, Forbes, ZDNet, and The Guardian.
• See the impact of your work on a daily basis, with data and impact available on dashboards you have access to.
• Generous compensation determined by factors such as location, level, job-related knowledge, skills, and experience.
• Grocery and gym reimbursements, flexible work arrangements, learning and development stipend, and generous PTO package.

UpGuard is a Certified Great Place to Work® in the US, Australia, UK, and India, with 99% of team members agreeing it is a great place to work.