Customer Success Manager (Northeast)

Responsibilities

• Onboard and manage customers to ensure they understand how best to use UpGuard effectively to meet their goals
• Provide resources including success plans, customer-specific training sessions, and organize regular check-in calls
• Engage customers early and frequently to drive engagement from day one
• Advocate for the customer by providing updates to internal cross-functional partners (Product, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion & cross-sell opportunities
• Translate customer requirements by understanding their risk management frameworks to offer tailored solutions
• Monitor customer health and intervene with proactive education when customers are not effectively using UpGuard

Requirements

• 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
• Ability to cover a book of business with Eastern Time or Pacific Time
• Highly organized with the ability to update existing documentation and document new processes
• High-level proficiency in English (written and spoken)
• Ability to work cross-functionally and be a team player
• Curious and willing to learn

Nice-to-Haves

• Experience with a CRM such as HubSpot or Salesforce
• Experience with Customer Success tools such as ChurnZero or GainSight
• Experience in cyber risk management or risk management
• Understanding of Cyber Security best practices
• Basic/working knowledge of APIs
• Experience conducting training sessions

Benefits

• Monthly Lifestyle subsidy for financial, physical, and mental well-being
• WFH set-up allowance
• $1500 USD annual Learning & Development allowance
• PTO plus two additional leave days
• 18 weeks paid Parental Leave
• Personal Leave Allowance (sick & carer's leave)
• Fully remote working environment
• Top-spec hardware provided
• Generative AI subsidy for paid subscriptions
• Health, dental, and vision insurance