UpGuard

Customer Lifecycle Enablement Manager

UpGuard

full-time

Posted on:

Location Type: Remote

Location: Remote • California, Colorado, District of Columbia, Florida, Illinois, Louisiana, Maryland, Massachusetts, Montana, Oregon, Pennsylvania, Texas, Washington • 🇺🇸 United States

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Salary

💰 $120,000 - $150,000 per year

Job Level

Mid-LevelSenior

About the role

  • Journey Mapping: Define execution standards and create lifecycle maps (customized by segment) across the full customer journey: Onboarding → Adoption → Maturity → Renewal.
  • Competency Development: Build role-based readiness pathways and certification programs for CSMs and AMs.
  • Value Realization: Build adoption frameworks, maturity models, and customer success plans. Create templates and storytelling frameworks that help teams articulate value to customers.
  • Handoff Excellence: Partner with Sales Leadership to define and enforce clear handoff standards, ensuring smooth transitions from Sales to CS.
  • Risk Frameworks: Partner with RevOps to define risk indicators and churn patterns; develop frameworks for early risk identification and mitigation.
  • Renewal Playbooks: Build playbooks focused on value-based renewal motions and train AMs/CSMs on navigating renewal cycle communications.
  • Data Fluency: Train teams to interpret usage data, health scores, and customer signals to proactively manage account health.
  • EBR Ownership: Own the Executive Business Review (EBR) program end-to-end, including structure, templates, standards, and certification.
  • Executive Storytelling: Train CSMs and AMs to deliver executive-ready, outcome-focused EBRs that showcase measurable impact rather than just usage stats.
  • Value Translation: Partner with Product & PMM to translate technical functionality into customer value outcomes; incorporate feature readiness into lifecycle playbooks.
  • Adoption Motions: Leverage product knowledge to build value-led, non-commercial motions that drive multi-product adoption and breadth of usage.
  • Customer Education Alignment: Align with the Customer Education team to ensure self-serve assets and onboarding materials complement the rep-led motion.
  • Collaborating with CS/AM leadership to reinforce lifecycle expectations and partnering with Enablement Ops for content governance.

Requirements

  • 5+ years of experience in Customer Success Enablement, Lifecycle Program Management, or direct CS/AM Leadership within a B2B SaaS environment.
  • Lifecycle mastery: Deep understanding of the post-sales customer journey, with specific expertise in optimizing onboarding, adoption, value realization, and renewal phases.
  • Framework design: Proven track record of architecting and deploying scalable frameworks (e.g., success plans, risk mitigation, EBRs) that drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).
  • Content strategy: Strong content creation skills, capable of building high-impact playbooks, templates, and "value storytelling" assets that help CSMs articulate ROI.
  • Program execution: Demonstrated success in building structured enablement programs—from certification paths to ongoing skill reinforcement—that result in measurable behavior change.
  • Analytical mindset: Data-informed approach to enablement; ability to interpret health scores, churn data, and usage signals to identify skill gaps and prioritize initiatives.
  • Facilitation excellence: Skilled facilitator confident in delivering training to diverse post-sales roles, capable of simplifying complex retention strategies into actionable steps.
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: 6 weeks 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
journey mappingcompetency developmentvalue realizationrisk frameworksdata fluencyframework designcontent strategyprogram executionanalytical mindsetfacilitation excellence
Soft skills
collaborationcommunicationstorytellingtrainingleadership