Customer Success Manager

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

📋 Description

• Onboard and oversee UpGuard customers to ensure they effectively utilize UpGuard to achieve their objectives.

• Deliver success plans, customized training sessions, and consistent check-in calls.

• Engage with customers proactively and regularly to enhance product engagement.

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

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

• Serve as an advocate for customers, offering updates to Product, Sales, and Marketing regarding customer viewpoints, risks, strategic insights, issue resolution, expansion, and cross-sell prospects.

• Analyze customer challenges and collaborate with customers to address them using UpGuard technology.

• Gather feedback from customers and colleagues to facilitate improvements in UpGuard.

• Report to the Lead CSM and collaborate with customers globally from initial contact through successful deployment.

⛳️ Requirements

• Minimum of 3 years' experience in customer success, project management, or account management.

• Familiarity with cyber risk management or risk management frameworks.

• Proven experience in supporting and nurturing customer relationships in a scalable manner.

• Highly organized, capable of updating existing documentation and creating new processes.

• Exceptional proficiency in English, both written and spoken.

• Ability to collaborate across various internal teams and be a team player.

• Eager to learn and demonstrate curiosity.

• Experience with Customer Success tools like ChurnZero or GainSight is a plus.

• Familiarity with CRM tools such as HubSpot or Salesforce is advantageous.

• Background in cyber risk management or risk management is a bonus.

• Understanding of cybersecurity best practices is beneficial.

• Basic or working knowledge of APIs is a plus.

• Experience in conducting training sessions is an advantage.

• Must complete a national police history check and reference checks prior to starting work.

• Must possess full unrestricted working rights in Singapore without requiring company visa sponsorship.

🏝️ Benefits

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

• WFH setup allowance within the first 3 months.

• US$1500 annual Learning & Development allowance.

• Annual leave plus 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.

• Top-spec laptop provided.

• Paid subscriptions for generative AI tools.