[Hiring] Digital Customer Success Manager @UpGuard

Role Description

As our Digital CSM for the APAC region, you will be the driving force behind a high-volume, tech-touch ecosystem designed to empower our customers at scale. We aren't looking for a traditional account manager; we need a data-driven strategist who can take our global digital framework and turn it into a high-performance engine for the Asia-Pacific market. You will own the end-to-end customer journey, from automated onboarding to proactive retention, using playbooks and data triggers to ensure every customer realizes maximum value. By blending execution-focused automation with "boots on the ground" regional insights, you will bridge the gap between global strategy and local success, directly influencing how we evolve our digital programs worldwide.

What will you do?

• Lifecycle Management: Execute automated customer journeys from onboarding to renewal using HubSpot, in-app messaging, and email campaigns to accelerate time to value.
• Account Management (AM): Manage the full renewal lifecycle and drive upsell opportunities within the APAC digital portfolio to achieve NRR and GRR targets.
• Customer Success Management (CSM): Scale platform adoption and feature usage through digital engagement methods, including one-to-many webinars and automated training sessions.
• Risk Mitigation: Monitor customer health scores and engagement data to proactively intervene with targeted digital resources or high-value touches to reduce churn.
• Regional Implementation: Deploy and test localized automation workflows and engagement playbooks to ensure effectiveness for the APAC market.
• Metrics Reporting and Cohort Analysis: Track key performance indicators such as NRR, Churn, Adoption Rate, and TTV, providing data-driven recommendations for journey improvements.
• Feedback and Cross-Functional Collaboration: Partner with RevOps, Program Builders, and Product teams to address customer friction and align with regional Sales and Marketing on cohesive lifecycle campaigns.

Qualifications

• 3–5 years in Customer Success or Account Management, featuring a proven track record of managing high-volume portfolios via digital-first strategies and a strong commercial mindset.
• Highly organized approach to managing large-scale portfolios while maintaining a high-quality customer experience.
• Skilled in interpreting large datasets, customer health signals, and usage metrics to segment cohorts and drive daily task prioritization.
• Proficient with CRM and automation platforms (e.g., HubSpot) to manage task workflows, trigger-based communications, and health tracking.
• Exceptional verbal and written English skills, with a knack for simplifying complex concepts for customers and delivering actionable feedback to internal stakeholders.

What will give you an edge?

• Strong professional background in cybersecurity or a technical field, with the ability to translate complex technical concepts into actionable customer success strategies.
• Prior experience operating in a "ground-up" environment, demonstrating the resilience and strategic thinking needed to establish new, scalable processes from scratch.
• Proven track record of designing creative digital solutions to address evolving customer needs within a fast-paced, high-growth setting.

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: Health, dental, and vision insurance.