VP, Customer Success

UpGuard; Alameda (CA); Remote; USD 90,000 - 160,000; Full time

Job summary

An innovative firm in the cybersecurity sector is seeking a seasoned Customer Success leader to drive their customer success strategy and enhance customer loyalty. This fully remote role offers a unique opportunity to manage the entire customer lifecycle, from onboarding to renewal, and to collaborate cross-functionally to align customer needs with business objectives. With a focus on operational excellence and a commitment to employee wellbeing, this position provides stock options, a monthly lifestyle subsidy, and an annual learning allowance. If you have a strong background in B2B SaaS and a passion for customer success, this is an exciting opportunity to make a significant impact.

Benefits

Stock options

Monthly lifestyle subsidy

Work-from-home setup allowance

$1500 annual learning and development allowance

Generous annual leave/PTO

Fully remote working environment

Qualifications

• 5+ years leading Customer Success teams in a senior management role.
• 10+ years in Customer Success or customer leadership within B2B SaaS.

Responsibilities

• Elevate UpGuard’s customer success strategy and manage the customer lifecycle.
• Drive operational excellence and enhance customer loyalty across touchpoints.

Skills

Customer Success Management

Leadership

Analytical Skills

Operational Excellence

Technical Background in Cybersecurity

Job description

Employer Industry: Cybersecurity and B2B SaaS

Why consider this job opportunity:

1. Stock options to share in the company's future success
2. Monthly lifestyle subsidy for financial, physical, and mental wellbeing
3. Work-from-home setup allowance to create an optimal remote work environment
4. $1500 USD annual learning and development allowance for career growth
5. Generous annual leave/PTO allowances for work-life balance
6. Fully remote working environment with top-spec hardware provided

What to Expect (Job Responsibilities):

1. Elevate and scale UpGuard’s customer success strategy and methodology
2. Develop a customer-focused strategy aligned with company objectives and define KPIs
3. Manage the entire customer lifecycle journey, ensuring onboarding, adoption, expansion, and renewal
4. Drive operational excellence and enhance customer loyalty across all touchpoints
5. Collaborate cross-functionally to align customer needs with business objectives

What is Required (Qualifications):

1. 5+ years of experience leading Customer Success teams in a senior management role
2. 10+ years in Customer Success or a customer leadership role within a B2B SaaS organization
3. Proven experience in building a new market category with significant revenue growth
4. Strong operational discipline with a track record of achieving key performance metrics
5. Technical background in cybersecurity, risk, compliance, or information technology

How to Stand Out (Preferred Qualifications):

1. Success in growing and scaling international teams while navigating diverse cultural dynamics
2. Experience building and scaling digital programs and customer education initiatives
3. Strong analytical skills with confidence in making data-driven decisions

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We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.