Customer Success Manager

• Onboard and manage UpGuard customers to ensure they understand how to use UpGuard effectively
• Provide success plans, customer-specific training sessions, and regular check-in calls
• Engage customers early and frequently to drive product adoption and engagement
• Understand customers’ risk management frameworks and translate requirements into tailored UpGuard solutions
• Monitor customer health and provide proactive education when customers are not achieving expected value
• Advocate for customers and provide Product, Sales, and Marketing with updates on customer perspectives, risks, strategic insights, issue resolution, expansion, and cross-sell opportunities
• Analyze customer pain points and work with customers to mitigate them using UpGuard technology
• Solicit feedback from customers and colleagues to improve UpGuard

• 2+ years' experience in customer success, project management or account management
• Understanding of cyber risk management or risk management frameworks
• Experience supporting and building customer relationships in a scalable manner
• Highly organized with ability to update existing documentation and document new processes
• High-level proficiency in English, written and spoken
• Ability to work cross-functionally with internal groups and be a team player
• Curiosity and willingness to learn
• Before starting work, must undertake a national police history check and reference checks
• For the Australian role, legal authorization to work in Australia without requiring company visa sponsorship

• Monthly Lifestyle subsidy for financial, physical, and mental well-being
• WFH set-up allowance
• $1500 USD annual Learning & Development allowance
• Annual leave, PTO, and two additional UpGuardian leave days
• 18 weeks paid Parental Leave
• Personal Leave Allowance, including sick and carer’s leave
• Fully remote working environment with no compulsory office attendance
• Top-spec laptops provided
• Paid subscriptions for generative AI tools
• Certified Great Place to Work® employer