Customer Success Manager, UpGuard

UpGuard

Location:
Australia, Sydney ▼
Melbourne
Hobart
Brisbane

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The Customer Success Manager role at UpGuard involves onboarding and managing customers, understanding their business needs, and ensuring they utilize UpGuard effectively to address cyber risk. Candidates should have strong communication, organizational skills, and experience in Customer Success. The position is fully remote with benefits such as learning allowances and personal leave.

Job Responsibility:

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

Nice to have:

Experience in Customer Success tools, such as ChurnZero or GainSight
Experience with a CRM platform such as HubSpot or Salesforce
Experience in cyber risk management or risk management
Understanding of cybersecurity best practices
Basic/working knowledge of APIs
Experience conducting training sessions

What we offer:

Monthly Lifestyle subsidy: use this for financial, physical and mental wellbeing
WFH set-up allowance within your first 3 months
$1500 USD annual Learning & Development allowance
Generous Annual Leave/PTO allowances
18 weeks paid Parental Leave
Personal Leave allowance including sick & carer’s leave
Fully remote working environment
Top-spec hardware including top-spec laptops
Personal device security & online privacy protection subsidy
Generative AI subsidy

Additional Information:

Job Posted:
October 02, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Customer Success Manager