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.
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.
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.

2+ years' experience in customer success, project management or account management.
An understanding of cyber risk management or risk management frameworks.
Located within US Eastern Timezone
Experience with supporting and building customer relationships in a scalable manner.
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.

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

Customer Success Manager

Key skills