Customer Success Manager

Upguard; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

UpGuard is hiring a Customer Success Manager to onboard and enable customers, ensuring they understand how to use our CRPM platform to meet their goals. You will lead interactions, gather feedback, and work with customers around the world to drive adoption and success.

The role requires 2+ years in customer success or related fields, a strong English background, and a collaborative, proactive mindset to grow accounts and expand product usage.

Qualifications

• 2+ years in customer success, project management or account management.
• Understanding of cyber risk management or risk frameworks.
• Experience building and maintaining customer relationships at scale.
• Highly organized with documentation and process upkeep.
• Excellent written and spoken English.
• Ability to work cross-functionally with internal teams.
• Curious and eager to learn, with a commercial mindset.

Responsibilities

• Onboard and manage UpGuard customers to ensure they understand how best to use UpGuard to meet their goals.
• Provide resources to customers, including success plans, customer-specific training sessions and regular check-in calls.
• Engage customers early and frequently to maximize value from day one.
• Translate customer requirements by understanding risk management frameworks to tailor UpGuard usage.
• Monitor customer health and intervene with proactive education when value is not realized.
• Advocate for the customer; provide updates to cross-functional partners on perspectives, risks, insights, issue resolution, expansion and cross-sell opportunities.
• Collaborate with Product, Sales & Marketing to align on customer needs and outcomes.

Skills

Customer Success

Account Mgmt

Project Mgmt

Cyber risk

Relationship build

Cross-functional

English fluency

Curious learner

Job description

Who are we?

At UpGuard, we are replacing manual security bottlenecks with AI-driven precision. Fresh off a US$75M Series C, we are scaling our infrastructure to process 100 billion risk signals daily. This isn’t just growth; it’s a total reimagining of how the world manages cyber risk.

We build the Cyber Risk Posture Management (CRPM) platform that security teams actually love. By integrating security ratings, threat intel, and agentic AI, we empower organisations to stay ahead of an ever evolving attack surface.

We aren’t just building another tool; we’re defining a category. We provide the autonomy to ship world‑class technology and the resources to do it at a global scale.

We have a rapidly growing customer base at UpGuard, but one thing has remained the same: our customers always come first! Our Success team is determined to help solve the needs and challenges that our customers face on a daily basis. We consistently think outside the box to find new ways to help our customers thrive throughout their journeys with UpGuard. We’re on the lookout for individuals who have a passion for helping others, fixing problems, and building long‑lasting relationships with new customers. You will also have a commercial mindset to identify opportunities to expand our customer accounts and elevate the adoption of our products to new heights.

Why are we hiring this role?

Due to continued growth, the Customer Success team is expanding and we require a Customer Success Manager to join our high performing team to onboard and enable our customers. The ideal candidate will be experienced in leading customer interactions, detail oriented, articulate and credible with the ability to listen effectively and provide clear advice.

As a Customer Success Manager, you'll analyze the causes of your customer’s greatest pain points and work closely to mitigate them using UpGuard technology. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time, and you’ll work with customers around the world, from early contact to successful deployment, gaining constant, and unique, insight into the world's most important industries and institutions.

• 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.
• 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.
• 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.
• 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.
• 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