• Shape how the business reports, understands and acts on client results, requests and feedback. • Focus on operational processes and procedures that improve client interactions and satisfaction. • Ensure timely issue resolution and anticipate client needs to deliver value. • Collaborate closely with operational and technical teams and key business partners to optimize operational processes. • Identify actionable insights from healthcare claims data and results with Client Experience Analysts. • Review all client-facing reporting for accuracy. • Communicate actionable findings within the organization to support client understanding of the data. • Become an expert on the Rialtic platform and application to support user onboarding and training. • Act as primary contact for client inquiries and client support processes.

• Build, execute, and optimize campaigns within Salesforce Marketing Cloud. • Manage audience segmentation, data extensions, and subscriber lists. • Configure and maintain customer journeys and automation workflows. • Support email, SMS, and multi-channel campaign execution. • Monitor campaign performance and troubleshoot delivery issues. • Partner with Marketing, CRM, Analytics, and Technology teams. • Ensure data quality, compliance, and governance standards are maintained. • Support testing, QA, and campaign deployment activities.

Role Description The Customer Success Manager (CSM) is responsible for supporting the client’s adoption and continued satisfaction with the Cornerstone OnDemand Talent Management solutions. The CSM is introduced to the client during the implementation process and becomes the primary “face” to the client as implementation is closed out and the client goes live with the solution. The CSM takes ownership of Cornerstone’s relationship with the client business process owner, providing counsel and guidance aimed at ensuring their value realization and successful experience with the Cornerstone Products. The CSM also serves as an internal advocate for the client, helping to drive support and change when necessary to help the client achieve their business objectives. The CSM shall understand customers' business objectives and help achieve them through best practice recommendations, expert-level application support, assist clients in solving point-in-time challenges, and partner with the client to increase the effective use and adoption of the Cornerstone solutions. The Customer Success Manager will be measured on the client’s value realization through the solution, engagement with Cornerstone as a business partner, and overall client satisfaction. In this role you will: - Facilitate the transition out of implementation to Go-Live and support the client’s drive towards self-sufficiency - Create a tailored success plan to ensure client success and achievement of the business strategy/initiatives - Manage a portfolio of clients and make certain a high level of satisfaction with the solution and value realization is achieved - Develop a consultative relationship with each client and work in conjunction with Sales and Account Management providing solution planning support - Conduct regular meetings with the client and make recommendations to provide continued success with talent management processes, workflows, and system configuration - Educate clients on self-service tools, release process, and other client programs to ensure a successful partnership - Advise clients of process/system risks based on organizational constraints and develop solutions to mitigate risks - Partner with sales and account management to ensure alignment at all levels of the relationship throughout the partnership - Be required to know and maintain knowledge of the Cornerstone OnDemand cloud offerings Qualifications - Have held a similar role in the SaaS industry - Have experience in mapping success plan and execute it to create value for customers - Have strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations - Have experience using Cornerstone OnDemand application or comparable HCM product - Are able to develop a consultative relationship with each client and work in conjunction with Sales and Account Management providing solution planning support - Are highly detail-oriented and able to manage multiple projects simultaneously - Are organized and methodical with excellent follow-up to ensure client expectations and deadlines are met - Have excellent communication and analytical skills - Are fluent in English, German will be an asset - Are able to demonstrate commitment to valuing diversity and contributing to an inclusive working and learning environment - Have consideration for privacy and security obligations Benefits - Equitable pay based on market-driven research and skill-based appraisals - Annual bonuses, short- and program-specific awards depending on the role - Comprehensive benefit offering - Starting salary range: 59100 - 94600 EUR

Role Description Due to continued growth, the Customer Success team is expanding and we require a 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, detail oriented, articulate and credible with the ability to listen effectively and provide clear advice. As a Customer Success Manager, you'll report into a Team Manager 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 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? - You will onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals. - You will provide resources to your customers, including success plans, customer-specific training sessions and organize regular check in calls. - You will engage your customers early and frequently, to help them get the most out of UpGuard from day one and continue to drive engagement. - Advocate for the customer; Provide updates to internal cross-functional partners (Product, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion & cross-sell opportunities. - You will translate your customer’s requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard. - You will monitor the health of your customers and intervene with proactive education when customers are not effectively using UpGuard to achieve the value they expected. Qualifications - 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. - Ability to cover a book of business with on Eastern Time or Pacific Time. - 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. Requirements - Experience with a CRM, such as HubSpot or Salesforce. - Experience in Customer Success tools, such as ChurnZero or GainSight. - 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. - Health Insurance: Health, dental, and vision insurance.