Role Description Due to continued growth, the Customer Success team is expanding and we require a new Customer Success Manager to join our high-performing team to onboard and enable our customers. The ideal candidate will be experienced in leading customer interactions, a strong communicator both written and verbal, and able to actively listen and problem solve to provide clear advice and effective solutions. As a Customer Success Manager, you'll work closely with other CS team roles and cross-functionally with other departments, and you’ll report to the Lead CSM. You’ll be proactive in driving product value and success for our customers, analyzing the causes of their greatest pain points, and working closely to mitigate them using UpGuard’s toolset. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time, and you’ll work with customers around the world, from early contact to successful deployment, gaining constant, and unique, insight into the world's most important industries and institutions. What will you do? - Onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals. - Understand your customer's business in-depth and how they are going to be successful using UpGuard. - Identify gaps and provide resources to your customers, including cybersecurity collateral, onboarding success plans, conducting EBRs and customer-specific Product training sessions. - Engage your customers early and frequently, to help them get the most out of UpGuard from day one and continue to drive engagement throughout their journey. - Translate your customers’ requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard. - Monitor the health of your customers and intervene with proactive education when customers are not effectively using UpGuard to achieve the value they expected. - Advocate for the customer by providing updates to internal cross-functional partners (Product, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion & cross-sell opportunities. Qualifications - Demonstrated track record of over 5 years in Customer Success. - Proven experience in nurturing and cultivating robust customer relationships. - Exemplary organizational skills, adept at enhancing existing documentation and crafting new process guides. - Proficiency in the realm of cyber risk management or familiarity with risk management frameworks. - Exceptional command of the English language, both in written and spoken communication. - Effective collaborator with the ability to seamlessly interface across diverse internal teams, embodying a strong team-player ethos. - Highly motivated and inquisitive, characterized by an unwavering commitment to personal and professional growth. Requirements - 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: Use this for financial, physical, and mental well-being. - WFH set-up allowance: To ensure you have the right environment to work in, we will help you get set up within your first 3 months at UpGuard. - $1500 USD annual Learning & Development allowance: To support your career development, all team members will be able to expense development opportunities against this allowance. - Annual leave: PTO plus two additional UpGuardian leave days to give you time to recharge your batteries. - 18 weeks paid Parental Leave: Irrespective of parenting role. - Personal Leave Allowance: This includes sick & carer’s leave. - Fully remote working environment: While we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance. - Top-spec hardware: All team members will be provided with top-spec laptops for their role. - Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work.