Customer Success Manager (12-Month Fixed Term Contract)

About UpGuard

UpGuard is revolutionizing cybersecurity by replacing manual security barriers with AI-powered precision. Recently securing $75M in Series C funding, the company is scaling its systems to analyze 100 billion risk signals daily. UpGuard's Cyber Risk Posture Management (CRPM) platform integrates security ratings, threat intelligence, and advanced AI to help organizations proactively manage evolving cyber threats, redefining the industry standard worldwide.

Role Overview

We are seeking a Customer Success Manager on a 12-month fixed term contract basis. This role is created to support our expanding customer base, ensuring clients are onboarded effectively and empowered to maximize the value of UpGuard's platform. You will act as a trusted advisor, addressing customer challenges, fostering long-term relationships, and identifying opportunities to increase product adoption and account growth.

Key Responsibilities

• Guide customers through onboarding processes and ensure they understand how to best utilize UpGuard to meet their objectives.
• Provide tailored resources such as success plans, customized training sessions, and regular progress check-ins.
• Maintain proactive communication with customers to drive sustained engagement and maximize product value.
• Interpret customer risk management needs to deliver personalized solutions leveraging UpGuard technology.
• Monitor customer health metrics and intervene with education and support when needed to optimize usage and satisfaction.
• Serve as the customer’s advocate within UpGuard by updating internal teams including Product, Sales, and Marketing on customer insights, risks, and opportunities.

Candidate Requirements

• Minimum of two years’ experience in customer success, project management, or account management.
• Familiarity with cyber risk management principles or risk management frameworks.
• Based within the US Eastern Time Zone.
• Experience fostering and scaling customer relationships efficiently.
• Strong organizational skills, with the ability to maintain and create detailed documentation.
• Excellent verbal and written command of English.
• Collaborative team player with the ability to work cross-functionally.
• Curious and eager to learn continuously.

Preferred Qualifications

• Experience using customer success platforms such as ChurnZero or Gainsight.
• Familiarity with CRMs like HubSpot or Salesforce.
• Background or knowledge of cybersecurity best practices.
• Basic understanding of API functionality.
• Experience delivering training sessions to customers.

Employee Benefits

• Monthly lifestyle allowance for wellbeing expenses.
• Work-from-home setup subsidy within the first 3 months for an optimal remote workspace.
• An annual $1500 USD Learning & Development budget to support professional growth.
• Paid time off including standard PTO plus two extra company leave days for rest and recovery.
• 18 weeks of paid parental leave regardless of parenting role.
• Personal leave encompassing sick and carer’s leave.
• Fully remote work environment with no requirement for office attendance.
• Provision of high-end hardware suitable for your role.
• Paid subscriptions to generative AI tools to assist and enhance work productivity.

Additional Information

UpGuard is recognized as a Certified Great Place to Work® across several countries, with an overwhelmingly positive internal culture. We are committed to equal employment opportunities without discrimination based on race, gender, religion, sexual orientation, disability, or veteran status.

Applicants for this role must reside in supported US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, or DC. Candidates will undergo national police history and reference checks prior to employment. Visa sponsorship or relocation assistance is not available.

Artificial intelligence tools may aid in our recruitment process to support application review, but final hiring decisions are made by human recruiters.