UpGuard

Customer Success Manager

UpGuard

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇦🇺 Australia

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Job Level

JuniorMid-Level

Tech Stack

Cyber SecurityRealm

About the role

  • You will onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals.
  • You will understand your customer's business in-depth and how they are going to be successful using UpGuard.
  • You will identify gaps and provide resources to your customers, including cybersecurity collateral, onboarding success plans, and customer-specific training sessions.
  • 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 throughout their journey.
  • You will translate your customers’ requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilise 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.
  • You will advocate for the customer by providing updates to internal cross-functional partners (Product, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion & cross-sell opportunities

Requirements

  • Demonstrated track record of over 2 years in Customer Success or Account Management
  • Proven experience in nurturing and cultivating robust customer relationships
  • Exemplary organisational skills, adept at enhancing existing documentation and crafting new process guides
  • Proficiency in the realm of cyber risk management or familiarity with risk management frameworks
  • Exceptional command of the English language, both in written and spoken communication
  • Effective collaborator with the ability to seamlessly interface across diverse internal teams, embodying a strong team-player ethos
  • Highly motivated and inquisitive, characterised by an unwavering commitment to personal and professional growth
Benefits
  • Monthly Lifestyle subsidy: use this for financial, physical and mental wellbeing (all regions)
  • 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 (all regions)
  • $1500 USD annual Learning & Development allowance: to support your career development, all team members will be able to expense development opportunities against this allowance (all regions)
  • Generous Annual Leave/PTO allowances: time to recharge your batteries (all regions)
  • 18 weeks paid Parental Leave: irrespective of parenting role (all regions)
  • Personal Leave allowance: this includes sick & carer’s leave (all regions)
  • Fully remote working environment: whilst we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance (all regions)
  • Top-spec hardware: all team members will be provided with top-spec laptops for their role (all regions)
  • Personal device security & online privacy protection subsidy: UpGuard provides team members with a paid subscription to a personal device security & online privacy protection platform (all regions)
  • Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work (all regions)

Applicant Tracking System Keywords

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

Hard skills
cyber risk managementrisk management frameworkscustomer onboardingcustomer trainingdocumentation enhancementprocess guide creation
Soft skills
customer relationship managementorganizational skillswritten communicationverbal communicationcollaborationteam playermotivationinquisitivenesscommitment to growth