Technical Customer Success Manager

Who are we? UpGuard’s mission is to protect the world’s data. We obsessively seek out elegant, robust ways to enable our customers to find, acknowledge, and remediate cyber risk. With UpGuard, organizations leverage our security expertise and software to automate what was once laborious, spreadsheet-driven processes–whether it's monitoring the attack surface of hundreds of vendors or assessing the security of their own infrastructure. UpGuard is used by some of the world’s largest, fastest-growing, and most innovative companies. 

We have a rapidly growing customer base at UpGuard, but one thing has remained the same, our customers always come first! Our Success team is determined to help solve the needs and challenges that our customers face on a daily basis. We consistently think outside the box to find new ways to help our customers thrive throughout their journeys with UpGuard. We’re on the lookout for individuals who have a passion for helping others, fixing problems, and building long-lasting relationships with new customers. You will also have a commercial mindset to identify opportunities to expand our customer accounts and elevate adoption of our products to new heights. Why are we hiring for this role?

• Due to continued growth, the Customer Success team is expanding, and we require a new 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 with a technical background, strong communication skills, and able to actively listen and problem-solve to provide clear advice and effective solutions.
• This role currently reports to the Manager, Customer Success EMEA

What will you accomplish?

• Onboard and enable UpGuard customers to optimize their usage and integration with existing systems to achieve technical and business goals.
• Understand your customer's business in-depth, identify gaps and how they are going to be successful using UpGuard, provide best practice recommendations, resources, success plans, and customer-specific training .
• Engage customers proactively to help them get the most out of UpGuard from day one and continue to drive engagement throughout their journey.
• Translate your customers’ requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard.
• Proactively monitor security ratings and metrics (e.g. health score, usage), addressing potential risks and improvement areas
• Advocate for the customer by providing updates to internal teams on customer perspectives, risks, strategic insights, issue resolution activities.
• Collaborate with internal teams  to identify opportunities for upselling or cross-selling additional products and services to our customers.

What do we need from you?

• Degree in computer science, information technology, or a related field
• 2+ years' experience in technical account management, customer success, solutions consulting role within the cybersecurity industry.
• Experience in adjacent industries or customer facing roles will be considered .
• Strong understanding of cybersecurity concepts, technologies, and best practices.
• Demonstrated ability to manage customer portfolio, manage multiple customers simultaneously, prioritize tasks, meet deadlines, and ultimately grow and retain your accounts.
• Exceptional command of the English language, both in written and spoken communication.
• Effective collaborator with the ability to seamlessly interface across diverse internal teams, embodying a strong team-player ethos.
• Highly motivated and inquisitive, characterized by an unwavering commitment to personal and professional growth.
• Experience with tools like ChurnZero, CRMs (e.g. Hubspot), Gong, and collaboration tools such as Asana, Notion and Slack.

What would give you an edge?

• Experience as an information technology, security, or GRC  professional
• Certifications such as CISSP, CISM, CISA, or Security+ are a bonus

What's in it for you?

• Hybrid or Remote: you choose. While we have offices in Sydney & Hobart, we don’t mandate how often you need to be there.  We focus on what you deliver, not where you deliver it from.
• Impact: Influence the direction and design of projects that push the boundaries of your field and see the impact of your work daily.
• Be part of an energetic team: Our team is highly collaborative, fostering a positive work environment that encourages creativity and innovation.
• We value work-life balance: We recognise the importance of maintaining balance and provide a supportive work environment that allows you to prioritize your personal life and well-being.
• Generous reward: We offer a competitive salary + equity .
• Great perks: You won’t find table tennis tables or office mandates - we prefer to offer perks that support your overall well-being - including a lifestyle allowance, well-being program, WFH budget, personal learning & development budget, generous leave benefits, and plenty more!