Customer Success Manager

UpGuard Inc.; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Monthly Lifestyle subsidy

WFH set-up allowance

$1500 USD annual Learning &Development

Annual leave

18 weeks paid Parental Leave

Personal Leave Allowance

Fully remote working environment

Top-spec hardware

Generative AI subsidy

Health Insurance

Job summary

UpGuard is seeking a proactive Customer Success Manager to onboard and enable customers, ensuring they derive maximum value from the CRPM platform. You will manage relationships, provide training resources, and drive engagement across global accounts with a focus on risk management and security posture improvement.

You will collaborate with Product, Sales, and Marketing to feedback customer insights, and work across US time zones from a fully remote setup, enjoying comprehensive benefits and a

Qualifications

• 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.
• Ability to cover a book of business with on Eastern Time or Pacific Time.
• 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.

Responsibilities

• Onboard and manage UpGuard customers to ensure they understand how best to use UpGuard.
• Provide resources to customers, including success plans and training sessions, and schedule regular check-ins.
• Engage customers early and frequently to maximize value and long-term engagement with UpGuard.
• Advocate for customers, sharing updates with Product, Sales & Marketing on risks and opportunities.
• Translate customer requirements into tailored UpGuard solutions based on risk management frameworks.
• Monitor customer health and intervene with proactive education to ensure expected value.

Skills

Customer success

Project management

Account management

Time zone coverage

Documentation

English proficiency

Cross-functional collaboration

Tools

HubSpot

Salesforce

ChurnZero

GainSight

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.

At UpGuard, our Sales team continues to be the engine of our growth, moving beyond simple transactions to become trusted architects of digital resilience. In an era where third‑party risk is more complex than ever, we maintain a highly collaborative, consultative culture that puts the customer’s security posture above all else.

Following a record‑breaking 2025 where we shattered revenue targets and expanded our global footprint, we are entering 2026 with even greater momentum. We are seeking high‑energy individuals who thrive in a fast‑paced, AI‑augmented sales environment. If you are hungry to sharpen your craft, possess a relentless desire to win, and want to sell a platform that is actively neutralising global cyber threats, we want to talk to you.

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 report into a Team Manager and 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.

What will you do?

• 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.

• 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.

• 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.

What will you bring?

• 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.

• Ability to cover a book of business with on Eastern Time or Pacific Time.

• 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.

What would give you an edge?

• Experience with a CRM, such as HubSpot or Salesforce.

• Experience in Customer Success tools, such as ChurnZero or GainSight.

• Experience in cyber risk management or risk management.

• Understanding of Cyber Security best practices.

• Basic/working knowledge of APIs.

• Experience conducting training sessions.

What’s in it for you?

• 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: 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

#LI-BW1

• 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: 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

UpGuard is a Certified Great Place to Work® in the US, Australia, UK and India, establishing its position as a leading global technology employer. 99% of team members agree that UpGuard is a great place to work.

As an Equal Employment Opportunity and Aff… employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

For applications to positions in the United States, please note, at this time we can only support hiring in the following US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, or DC.

Before starting work with us, you will need to undertake a national police history check and reference checks. Also, please note that at this time, we cannot support candidates requiring visa sponsorship or relocation.

What’s in it for you?

• 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: 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

UpGuard is a Certified Great Place to Work® in the US, Australia, UK and India, establishing its position as a leading global technology employer. 99% of team members agree that UpGuard is a great place to work.

As an Equal Employment Opportunity and Aff… employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

For applications to positions in the United States, please note, at this time we can only support hiring in the following US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, or DC.

Before starting work with us, you will need to undertake a national police history check and reference checks. Also at this time, we cannot support candidates requiring visa sponsorship or relocation.