Customer Success Manager

This is a fully remote position, open to applicants in California, +12 more states.

📋 Description

• You will onboard and oversee UpGuard customers to guarantee they comprehend how to utilize UpGuard effectively to achieve their objectives.

• You will supply resources to your customers, such as success plans, tailored training sessions, and coordinate regular check-in calls.

• You will proactively engage with your customers from the outset to ensure they maximize their use of UpGuard from day one and maintain ongoing engagement.

• Act as a customer advocate; Provide updates to internal cross-functional teams (Product, Sales & Marketing) regarding customer insights, risks, strategic information, issue resolution efforts, as well as expansion and cross-sell opportunities.

• You will interpret your customer’s needs by understanding their risk management frameworks to propose a customized solution on the most effective ways to utilize UpGuard.

• You will keep track of your customers' health and step in with proactive education when customers are not using UpGuard effectively to realize the anticipated value.

⛳️ Requirements

• Minimum of 2 years' experience in customer success, project management, or account management.

• A solid understanding of cyber risk management or risk management frameworks.

• Experience in supporting and fostering customer relationships in a scalable fashion.

• Capability to manage a portfolio of clients on Eastern Time or Pacific Time.

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

• Excellent proficiency in the English language, both written and verbal.

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

• Inquisitive and eager to learn.

🏝️ 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 assist you in getting set up within your first 3 months at UpGuard.

• $1500 USD annual Learning & Development allowance: To support your career growth, all team members can 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: Regardless of parenting role.

• Personal Leave Allowance: This encompasses sick and carer’s leave.

• Fully remote working environment: While we have physical offices in Sydney & Hobart, attendance is not mandatory.

• Top-spec hardware: All team members will receive top-tier laptops for their roles.

• Generative AI subsidy: UpGuard offers paid subscriptions for all team members to access generative AI tools to facilitate their work.

• Health Insurance: Coverage for health, dental, and vision needs.