Customer Success Manager

UpGuard is a technology company focused on redefining how organizations manage cyber risk through their Cyber Risk Posture Management platform. They are seeking a Customer Success Manager to onboard and enable customers, ensuring they effectively utilize UpGuard's solutions to meet their goals.

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
• 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

Requirements:

• 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
• 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