Customer Success Manager - 12 Month Fixed Term Contract

About UpGuard

UpGuard is transforming cybersecurity by replacing manual security processes with AI-driven precision. Following a successful $75 million Series C funding, we are rapidly expanding our infrastructure to analyze 100 billion risk signals daily. Our Cyber Risk Posture Management (CRPM) platform integrates security ratings, threat intelligence, and advanced AI to help organizations effectively manage their cyber risk. We are not just creating a tool but defining a unique category of cybersecurity technology globally.

Role Overview

As the Customer Success team expands, we seek a Customer Success Manager on a 12-month fixed-term contract to guide and empower our customers worldwide. This role demands an experienced professional who can build strong customer relationships, articulate solutions clearly, and respond to customer challenges with tailored advice. The successful candidate will support customers from initial contact to successful adoption of UpGuard's solutions, continuously gathering feedback and fostering improvement.

Key Responsibilities

• Onboard new customers and ensure they understand how to maximize UpGuard’s platform to achieve their objectives.
• Deliver resources including success plans, customer-focused training sessions, and schedule regular follow-up meetings.
• Engage proactively with customers to drive consistent platform adoption and address evolving needs.
• Customize solutions based on customers’ risk management frameworks to optimize their use of UpGuard.
• Monitor customer health and intervene proactively with educational support to improve product utilization.
• Act as a customer advocate by communicating customer insights, issues, and growth opportunities to internal teams such as Product, Sales, and Marketing.

Required Qualifications and Attributes

• Minimum of 2 years’ experience in customer success, project management, or account management roles.
• Familiarity with cyber risk management or established risk management frameworks.
• Residence within the US Eastern Timezone.
• Proven capability in managing and scaling customer relationships efficiently.
• Excellent organizational skills with a track record in updating and creating documentation and processes.
• Fluency in written and spoken English.
• Ability to collaborate effectively across multiple internal departments.
• A curious mindset with eagerness to continuously learn.

Preferred Additional Skills

• Experience with Customer Success platforms like ChurnZero or Gainsight.
• Knowledge of CRM systems such as HubSpot or Salesforce.
• Background in cyber risk or risk management practices.
• Understanding of cybersecurity principles and best practices.
• Basic knowledge of APIs.
• Experience delivering training sessions.

Employee Benefits

• Monthly lifestyle subsidy for financial, physical, and mental health well-being.
• Work-from-home setup allowance within the first three months for creating an optimal working environment.
• An annual $1,500 USD learning and development allowance to support career growth.
• Paid time off plus two additional UpGuardian leave days annually for rest and relaxation.
• Eighteen weeks of paid parental leave regardless of parental role.
• Personal leave encompassing sick and carer’s leave.
• Fully remote work environment with no mandatory office attendance.
• Provision of high-specification laptops suited to the role.
• Subsidized access to generative AI tools for work enhancement.

Diversity and Hiring Process

UpGuard is recognized as a Great Place to Work® across multiple countries. We are committed to equal opportunity employment and encourage applications regardless of race, color, religion, gender identity, sexual orientation, age, marital status, veteran status, or disability. Applications from eligible candidates residing in certain US states are accepted currently. Employment is contingent upon national police and reference checks, with no visa sponsorship or relocation support offered. Parts of the hiring process may use AI tools for assessment but final decisions rest with humans.