Senior Customer Success Manager - Remote & Growth in Cyber Risk

UpGuard Inc.; United States; Remote; USD 85,000 - 100,000; Full time

Benefits offered by this job

Monthly Lifestyle subsidy

WFH set-up allowance

Learning & Development allowance

Annual leave + extra leave days

Parental leave (18 weeks)

Personal Leave Allowance

Fully remote working environment

Top-spec hardware

Generative AI subsidy

Health Insurance

Job summary

UpGuard Inc. seeks a Senior Customer Success Manager to onboard and enable customers worldwide, reporting to a Team Manager within the Customer Success group.

You will analyze customer pain points and coordinate with internal teams to mitigate them using UpGuard technology. You will drive proactive engagement, deliver success plans and training, and translate customer needs into tailored risk-management solutions.

Qualifications

• 4+ 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 to meet their goals.
• Provide resources to customers, including success plans, training sessions and regular check-in calls.
• Engage customers early and frequently to maximize value from day one and drive engagement.
• Advocate for customers; provide updates to Product, Sales & Marketing on perspectives, risks, insights, and expansion opportunities.
• Translate customer requirements by understanding risk management frameworks to tailor UpGuard solutions.
• Monitor customer health and intervene with proactive education when value is not being realized.

Skills

Customer success

Project management

Account management

Time zone coverage

English proficiency

Tools

HubSpot

Salesforce

ChurnZero

Gainsight

APIs

Job description

UpGuard Inc. seeks a Senior Customer Success Manager to onboard and enable customers worldwide, reporting to a Team Manager within the Customer Success group.

You will analyze customer pain points and coordinate with internal teams to mitigate them using UpGuard technology. You will drive proactive engagement, deliver success plans and training, and translate customer needs into tailored risk-management solutions.