Customer Success Manager

About the role

The Customer Success Manager role is part of the expanding Customer Success team at UpGuard. We are looking for a dynamic individual with 2+ years of experience in customer success, project management, or account management to join our high-performing team. The ideal candidate will have experience supporting and building customer relationships in a scalable manner, be highly organized, and possess excellent communication and problem-solving skills.

Responsibilities

• Onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals.
• Provide resources to customers, including success plans, customer-specific training sessions, and 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.
• Advocate for the customer; provide updates to internal cross-functional partners (Product, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion & cross-sell opportunities.
• Translate customer requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard.
• Monitor the health of customers and intervene with proactive education when customers are not effectively using UpGuard to achieve the value they expected.

Requirements

• 2+ years' experience in customer success, project management or account management.
• An understanding of cyber risk management or risk management frameworks.
• Experience with supporting and building customer relationships in a scalable manner.
• Able to cover a book of business with on Eastern Time or Pacific Time.
• Highly organized with the ability to update existing documentation and document new processes.
• 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.
• Curious and willing to learn.

Qualifications

• Experience with a CRM, such as HubSpot or Salesforce.
• Experience in Customer Success tools, such as ChurnZero or GainSight.
• Experience in cyber risk management or risk management.
• Understanding of Cyber Security best practices.
• Basic/working knowledge of APIs.
• Experience conducting training sessions.

Benefits

• Monthly Lifestyle subsidy
• WFH set-up allowance
• $1500 USD annual Learning & Development allowance
• Annual leave
• 18 weeks paid Parental Leave
• Personal Leave Allowance
• Generative AI subsidy
• Health Insurance

Pay

$85,000 - $100,000 per year

Schedule

Full-time