• Побудова та підтримка щоденних робочих відносин із закріпленими клієнтами. • Супровід клієнтів на етапі онбордингу та допомога на початку роботи з продуктами і сервісами компанії. • Консультування щодо використання продуктів і сервісів для досягнення очікуваних результатів. • Координація та підтримка процесу впровадження рішень у межах закріплених ринків або клієнтів; виконання ролі посередника між клієнтами та внутрішніми командами розробки контенту. • Управління постійною взаємодією з клієнтами, забезпечення високого рівня задоволеності клієнта. • Виявлення нових можливостей для співпраці шляхом розуміння потреб клієнтів. • Збір та передача зворотного зв’язку від клієнтів внутрішнім командам для вирішення проблем і покращення сервісу.

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.

• New Builder Onboarding • Provide direct support for customers, including reporting, invoicing, and regular customer support communication. • Regular meetings with clients to review performance, content, and recommendations for both listings and advertising. • Coordinates with the sales team when the client is interested in other products per AM recommendations. • Work with the builder clients to ensure the integrity of data listed on NewHomeSource.com and affiliated websites. • Interact with customers and troubleshoot problems to achieve and maintain a high level of customer satisfaction. • Advertising clients – ensuring campaigns are launched promptly. • Act as a liaison between the customer, tech support team, and any other external team members. • Collaborate frequently with internal teams to ensure clients meet financial obligations for services. • Monthly Billing Review • 45-day check-ins with new clients • Proactive in interacting with client personnel. • CRM/Salesforce Updates – Pending Accounts, Request to Cancel, Contacts, Etc. • Daily XML Data Feed Errors • Other projects and tasks assigned.

• Identify and execute opportunities for upselling and cross-selling, crafting solutions / recommendations that enhance client results and experience • Proactively manage, monitor, and optimize client campaigns to drive performance, efficiency, full budget utilization and increases • Work closely with the Sales team and internal teams to identify and resolve product, policy, or process challenges that impact campaign performance • Lead onboarding calls, traffic creative assets, and set up new campaigns through Nift’s managed service platform for brands and advertisers • Set and manage expectations with clients while fostering strong, long-term partnerships • Collect, analyze, and present data to both internal and external stakeholders, ensuring performance insights are communicated clearly and effectively • Gain a deep understanding of each client’s business goals, industry landscape, and challenges. Leverage insights and data to craft compelling narratives and actionable campaign recommendations • Stay informed about industry trends, competitor strategies, and market shifts to provide clients with valuable insights and recommendations • Drive high levels of customer satisfaction and retention by delivering exceptional service, addressing issues promptly, and ensuring clients achieve their goals