Customer Success Manager

Who are we?

At UpGuard, we are replacing manual security bottlenecks with AI-driven precision. Fresh off a $75M Series C, we are scaling our infrastructure to process 100 billion risk signals daily. This isn’t just growth; it’s a total reimagining of how the world manages cyber risk.

We build the Cyber Risk Posture Management (CRPM) platform that security teams actually love. By integrating security ratings, threat intel, and agentic AI, we empower organizations to stay ahead of an ever-evolving attack surface.

We aren’t just building another tool; we’re defining a category. We provide the autonomy to ship world-class technology and the resources to do it at a global scale.

Why are we hiring this role?

Due to continued growth, the Customer Success team is expanding and we require a 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, detail-oriented, articulate, and credible with the ability to listen effectively and provide clear advice.

As a Customer Success Manager, you'll report to the Lead CSM and analyze the causes of your customer’s greatest pain points and work closely to mitigate them using UpGuard technology. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time, and you’ll work with customers around the world, from early contact to successful deployment, gaining constant and unique insight into the world's most important industries and institutions.

What will you do?

• You will onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals.
• You will provide resources to your customers, including success plans, customer-specific training sessions, and organize regular check-in calls.
• You will engage your customers early and frequently, to help them get the most out of UpGuard from day one and continue to drive engagement.
• You will translate your customer’s requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard.
• You will monitor the health of your customers and intervene with proactive education when customers are not effectively using UpGuard to achieve the value they expected.
• Advocate for the customer; Provide updates to internal cross-functional partners (Product, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion & cross-sell opportunities.

What will you bring?

• 2+ years’ experience in customer success, project management, or account management.
• An understanding of cyber risk management or risk management frameworks.
• Experience with supporting and building customer relationships in a scalable manner.
• Highly organized with the ability to update existing documentation and document new processes.
• A high level of proficiency in the English language, both written and spoken.
• The ability to work cross-functionally with many internal groups and be a team player.
• Curious and willing to learn.

What would give you an edge?

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

What’s in it for you?

• Monthly Lifestyle subsidy: Use this for financial, physical, and mental well-being.
• WFH set-up allowance: To ensure you have the right environment to work in.
• $1500 USD annual Learning & Development allowance to support your career development.
• Annual leave: PTO plus two additional UpGuardian leave days.
• 18 weeks paid Parental Leave irrespective of parenting role.
• Personal Leave Allowance: This includes sick & carer’s leave.
• Fully remote working environment.
• Top-spec hardware: All team members will be provided with top-spec laptops.
• Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools.