Customer Success Manager, UpGuard

UpGuard

Location:
Australia, Sydney ▼
Melbourne
Hobart
Brisbane
Canberra

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

UpGuard’s mission is to protect the world’s data. We obsessively seek out elegant, robust ways to enable our customers to find, acknowledge, and remediate cyber risk. With UpGuard, organizations leverage our security expertise and software to automate what was once laborious, spreadsheet-driven processes–whether it's monitoring the attack surface of hundreds of vendors or assessing the security of their own infrastructure. UpGuard is used by some of the world’s largest, fastest-growing, and most innovative companies.

Job Responsibility:

Onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals
Understand your customer's business in-depth and how they are going to be successful using UpGuard
Identify gaps and provide resources to your customers, including cybersecurity collateral, onboarding success plans, and customer-specific training sessions
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
Translate your customers’ requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard
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 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, characterized by an unwavering commitment to personal and professional growth
Comfortable with change and curious about adopting AI tools

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 cyber security 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 (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 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)

Additional Information:

Job Posted:
June 04, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Customer Success Manager