Customer Success Manager

Due to continued growth, the Customer Success team is expanding and UpGuard requires a Customer Success Manager to join its high performing team to onboard and enable its customers. The ideal candidate will be experienced in leading customer interactions, detail oriented, articulate and credible with the ability to listen effectively and provide clear advice. As a Customer Success Manager, you'll report to the Lead CSM and analyze the causes of your customer's greatest pain points and work closely to mitigate them using UpGuard technology. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time, and work with customers around the world, from early contact to successful deployment.

Responsibilities

Onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals; Provide resources to customers, including success plans, customer-specific training sessions and regular check-in calls; Engage customers early and frequently to help them get the most out of UpGuard from day one and continue to drive engagement; Translate customer requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard; Monitor the health of customers and intervene with proactive education when customers are not effectively using UpGuard to achieve the value they expected; Advocate for the customer and provide updates to internal cross-functional partners (Product, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, and expansion & cross-sell opportunities

Requirements

2+ years' experience in customer success, project management or account management; An understanding of cyber risk management or risk management frameworks; Experience with supporting and building customer relationships in a scalable manner; Highly organized with the ability to update existing documentation and document new processes; High-level of proficiency in the English language, both written and spoken; The ability to work cross functionally with many internal groups and be a team player; Curious and willing to learn

Nice to have

Experience in Customer Success tools, such as ChurnZero or GainSight; Experience with a CRM, such as HubSpot or Salesforce; Experience in cyber risk management or risk management; Understanding of Cyber Security best practices; Basic/working knowledge of APIs; Experience conducting training sessions

Benefits

Monthly Lifestyle subsidy for financial, physical, and mental well-being; WFH set-up allowance; $1500 USD annual Learning & Development allowance; Annual leave: PTO plus two additional UpGuardian leave days; 18 weeks paid Parental Leave irrespective of parenting role; Personal Leave Allowance including sick & carer's leave; Fully remote working environment; Top-spec hardware (laptop); Generative AI subsidy with paid subscriptions to generative AI tools