Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Onboard and oversee UpGuard customers to ensure they maximize the effective use of UpGuard.

• Deliver success plans, customized training sessions, and regular follow-up calls.

• Engage with customers early and often to promote product adoption and involvement.

• Comprehend customers’ risk management frameworks and adapt requirements into customized UpGuard solutions.

• Track customer health and provide proactive education when customers are not realizing anticipated value.

• Advocate for customers by updating Product, Sales, and Marketing teams on customer insights, risks, strategic considerations, issue resolution, expansion, and cross-sell prospects.

• Assess customer pain points and collaborate with customers to alleviate them through UpGuard technology.

• Gather feedback from customers and colleagues to enhance UpGuard's offerings.

⛳️ Requirements

• A minimum of 2 years’ experience in customer success, project management, or account management.

• Familiarity with cyber risk management or risk management frameworks.

• Proven experience in supporting and fostering customer relationships in a scalable way.

• Highly organized with the capability to update existing documentation and create new processes.

• Excellent proficiency in English, both written and verbal.

• Ability to collaborate cross-functionally with internal teams and be a team player.

• A strong sense of curiosity and a willingness to learn.

• Must undergo a national police history check and reference checks before commencing work.

• For the position in Australia, legal authorization to work in Australia without the need for company visa sponsorship is required.

🏝️ Benefits

• Monthly Lifestyle subsidy for financial, physical, and mental well-being.

• WFH setup allowance.

• $1500 USD annual Learning & Development allowance.

• Annual leave, PTO, and two additional UpGuardian leave days.

• 18 weeks of paid Parental Leave.

• Personal Leave Allowance, including sick and carer’s leave.

• Fully remote working environment with no mandatory office attendance.

• Provision of top-spec laptops.

• Paid subscriptions for generative AI tools.

• Certified Great Place to Work® employer.