VP, Customer Success – Americas (Growth Leader)

UpGuard; Seattle (WA); Remote; USD 220,000 - 240,000; Full time

Benefits offered by this job

Monthly lifestyle subsidy

WFH setup allowance

$1500 USD annual Learning &Development

Annual leave (PTO)

18 weeks paid parental leave

Personal leave allowance

Fully remote working environment

Top-spec hardware

Generative AI subsidy

Job summary

UpGuard seeks a senior Customer Success leader to own the AMER post-sale strategy. You’ll scale the CS organization, embed a customer maturity framework, and drive value-based executive reviews with strategic accounts.

You will turn customer signals into actionable plays using AI, manage renewal risk, and partner with sales and product to maximize retention and expansion in a fast-growing cybersecurity SaaS environment.

Qualifications

• 12+ years in customer success, account management or post-sale leadership in B2B SaaS
• 5+ years leading managers of CSMs
• Experience scaling CS org through growth stage
• Experience building AI-enabled CS plays and executive reviews

Responsibilities

• Lead and scale the AMER Customer Success organization.
• Build and embed a customer maturity framework.
• Establish a value-based executive business review program (EBR).
• Turn customer signals into next best actions using AI and automation.

Skills

Customer success leadership

Growth scaling

Executive business reviews

AI-enabled CS

Data-driven decision making

Education

Bachelor's degree in Business/Engineering/Cybersecurity or related field

Tools

ChurnZero

Gainsight

HubSpot

Salesforce

Job description

UpGuard seeks a senior Customer Success leader to own the AMER post-sale strategy. You’ll scale the CS organization, embed a customer maturity framework, and drive value-based executive reviews with strategic accounts.

You will turn customer signals into actionable plays using AI, manage renewal risk, and partner with sales and product to maximize retention and expansion in a fast-growing cybersecurity SaaS environment.