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About the Role

UpGuard is seeking a Customer Success Manager to join their high-performing team. This role focuses on onboarding and enabling customers to effectively use the UpGuard platform to meet their goals. You will analyze customer pain points, provide resources and training, and advocate for customer needs internally. This is a 12-month fixed-term contract position.

Responsibilities

• Onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals.
• Provide resources to customers, including success plans, customer-specific training sessions, and organize regular check-in calls.
• Engage customers early and frequently to help them get the most out of UpGuard from day one and continue to drive engagement.
• Translate customer requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard.
• Monitor customer health and intervene with proactive education when customers are not effectively using UpGuard to achieve the value they expected.
• 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.

Requirements

• 2+ years' experience in customer success, project management, or account management.
• An understanding of cyber risk management or risk management frameworks.
• Located within US Eastern Timezone.
• Experience with supporting and building customer relationships in a scalable manner.
• Highly organized with the ability to update existing documentation and document new processes.
• 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.

Skills

• Customer Success tools, such as ChurnZero or GainSight.
• CRM, such as HubSpot or Salesforce.
• Cyber risk management or risk management.
• Cyber Security best practices.
• Basic/working knowledge of APIs.
• Conducting training sessions.

Location

• US Eastern Timezone
• Remote

Work Type

• Fixed-term contract
• Fully remote

Experience Level

• 2+ years

Benefits

• Monthly Lifestyle subsidy
• WFH set-up allowance
• $1500 USD annual Learning & Development allowance
• Annual leave (PTO plus two additional UpGuardian leave days)
• 18 weeks paid Parental Leave
• Personal Leave Allowance (sick & carer’s leave)
• Top-spec hardware
• Generative AI subsidy

About the Company

• UpGuard is replacing manual security bottlenecks with AI-driven precision and is scaling its infrastructure to process 100 billion risk signals daily.
• The company builds the Cyber Risk Posture Management (CRPM) platform that integrates security ratings, threat intel, and agentic AI.
• UpGuard empowers organizations to stay ahead of an ever-evolving attack surface and is defining a category in cyber risk management.
• The company provides autonomy to ship world-class technology and the resources to do it at a global scale.
• UpGuard's Sales team acts as trusted architects of digital resilience, focusing on customer security posture.
• UpGuard has a rapidly growing customer base and a Success team determined to solve customer needs and challenges.
• UpGuard is a Certified Great Place to Work® in the US, Australia, UK and India.

Equal Opportunity

• As an Equal Employment Opportunity and Affirmative Action Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
• For applications to positions in the United States, hiring is supported in the following US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, or DC.
• Candidates will need to undertake a national police history check and reference checks.
• At this time, UpGuard cannot support candidates requiring visa sponsorship or relocation.