Customer Success Manager

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

📋 Description

• You will onboard and oversee UpGuard customers, ensuring 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 engage with your customers early and consistently to maximize their experience with UpGuard from day one and maintain ongoing engagement.

• Act as an advocate for the customer; provide updates to internal cross-functional teams (Product, Sales & Marketing) regarding customer insights, risks, strategic knowledge, issue resolution efforts, and opportunities for expansion and cross-selling.

• You will interpret your customer’s needs by understanding their risk management frameworks and offer a customized solution on the optimal use of UpGuard.

• You will assess the health of your customers and proactively educate them when they are not utilizing UpGuard effectively to realize the anticipated value.

• Willingness to travel 20% of the time within the city and to other cities across India.

⛳️ Requirements

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

• Familiarity with cyber risk management or risk management frameworks.

• Experience in supporting and developing customer relationships in a scalable way.

• Capability to manage a portfolio of business (insert time zone or locations).

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

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

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

• Eager and willing to learn.

🏝️ Benefits

• Monthly Lifestyle subsidy: Use this for your financial, physical, and mental well-being.

• WFH set-up allowance: We will assist you in creating the right work environment within your first 3 months at UpGuard.

• $1500 USD annual Learning & Development allowance: All team members can expense development opportunities against this allowance to support their career growth.

• Annual leave: Paid time off plus two additional UpGuardian leave days to allow you to recharge.

• 18 weeks of paid Parental Leave: Available regardless of parenting role.

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

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

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

• Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to assist with their work.