[Hiring] Customer Success Manager @UpGuard Inc.

Role Description

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 Lead CSM 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 do?

• 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, customer-specific training sessions and 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 customer’s 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 & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion & cross-sell opportunities.

Qualifications

• 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.
• 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.

Requirements

• Experience in Customer Success tools, such as ChurnZero or GainSight.
• Experience with a CRM, such as HubSpot or Salesforce.
• 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: 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.