Key skills
Customer Success ManagementCyber Risk ManagementCRM ExperienceCustomer Relationship BuildingTraining SessionsCuriosityEnglish ProficiencySpanish LanguageTeam PlayerOrganizational SkillsSalesforceCRMRisk ManagementCustomer SuccessAccount ManagementSales
About this role
UpGuard is a company dedicated to improving cybersecurity for organizations through robust solutions. They are seeking a Customer Success Manager to onboard and enable customers, ensuring they effectively utilize UpGuard's offerings and drive engagement throughout their journey.
Responsibilities:
- 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
Requirements:
- 2+ years' experience in customer success or account management within a highly technical environment
- Experience managing a book of 50+ customers
- Experience with supporting and building customer relationships in a scalable manner
- Highly organized with the ability to update existing documentation and document new processes
- An understanding of cyber risk management or risk management frameworks
- 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
- 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
- Knowledge of the Spanish language (varied levels of proficiency)