Customer Success Manager

UpGuard; Washington (District of Columbia); Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Lifestyle subsidy

WFH setup allowance

Learning & Development allowance

Annual leave + extra days

Parental leave

Remote-friendly environment

Top-spec hardware

Generative AI tools

Job summary

UpGuard is seeking a Customer Success Manager to onboard and enable customers across the globe. You will guide adoption, deliver training, and maintain proactive engagement to maximize value with UpGuard’s CRPM platform.

You’ll work with Cross-functional teams to address customer pain points, analyse risk management frameworks, and drive renewals and expansions in a remote-first environment.

Qualifications

• 2+ years in customer success, project or account management.
• Understanding of cyber risk management or risk frameworks.
• Experience building customer relationships at scale.
• Ability to document and update processes clearly.

Responsibilities

• Onboard and manage UpGuard customers to ensure they understand how to use UpGuard to meet goals.
• Provide resources: success plans, training sessions, regular check-ins.
• Engage customers early and often to maximise value from day one.
• Translate customer requirements by mapping risk management frameworks to UpGuard solutions.
• Monitor customer health and intervene with proactive education to ensure value realization.
• Advocate for customers; share insights with Product, Sales & Marketing on risks and expansion opportunities.

Skills

Customer success

Project management

Account management

Cyber risk

Tools

HubSpot

Salesforce

ChurnZero

GainSight

APIs

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.

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 to the Lead CSM 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.
• 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.

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.
• 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 in Customer Success tools, such as ChurnZero or GainSight.
• Experience with a CRM, 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'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 Affiant, 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.

Please Note:

Not all roles can be performed from the United States. Please check your specific job listing to confirm its advertised location. If the role you are applying for is listed as based in the US, we are currently only able to support hiring in the following locations: CA, CO, FL, IL, MA, MD, MO, OR, PA, TX, WA, and DC.

Before starting work with us, you will need to undertake a national police history check and reference checks.