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About the Role
UpGuard is seeking a Director of Customer Success to lead the APAC Customer Success team, managing Customer Success Managers primarily based in Australia. This role is crucial for scaling our AI-driven Cyber Risk Posture Management platform and reimagining how the world manages cyber risk.
Responsibilities
- Provide proactive thought leadership on customer strategy, roadmap, and account governance.
- Conduct recurring strategic discussions with customers and internal teams.
- Develop adoption strategies, delivery plans, and economic models for customer experience at scale.
- Create account expansion strategies to identify opportunities for additional services and solutions.
- Manage onboarding, training, implementation, support, hiring, capacity plans, and advocacy for key strategic customer accounts.
- Partner with Account Management to improve key CS metrics like NRR, GRR, and NPS.
- Monitor and manage customer satisfaction, identifying areas for improvement and implementing changes.
- Collaborate with Segment leadership to drive success across the CS organization, maturing standards, processes, and tools.
- Drive segment/region strategy, analysis, KPIs, and reporting.
- Manage multiple workflows in a fast-paced environment and participate in continuous improvement initiatives.
- Coach and mentor the existing team, improving the Customer Success model and driving accountability.
- Maintain in-depth knowledge of customers' businesses and industries, anticipating opportunities and issues.
- Define and develop skill development plans and training sessions.
- Establish performance objectives, conduct performance reviews, and support the compensation process.
- Prepare and present regular executive summaries and updates to the leadership team.
Requirements
- 7+ years of relevant experience in customer success, consulting, software implementation, or a combination.
- Demonstrated success in customer success, SaaS operations, sales, and leadership positions.
- Deep understanding of SaaS, Go-To-Market, and execution models.
- Ability to understand business metrics and the importance of customer satisfaction, value delivery, and growth.
- Strong technical background with the ability to bridge complex concepts and customer-facing business value.
- Demonstrated ability to identify and pursue opportunities for account expansion and growth.
- Strong project management skills with experience managing complex consulting projects.
- Prior experience responsible for account adoption and retention.
- Technical competency and aptitude with software applications, tools, and internal systems.
- Superior written and oral communication skills, with the ability to empathize, earn trust, and influence stakeholders.
- Must undertake a national police history check and reference checks.
- Cannot support candidates requiring visa sponsorship or relocation.
Skills
- Customer Success
- SaaS Operations
- Sales
- Leadership
- SaaS
- Go-To-Market Strategy
- Project Management
- Account Management
- Customer Satisfaction
- Communication
- Mentoring
- Coaching
- Technical Support
- Implementation
- Cyber Security best practices
Location
- APAC
- Australia
- Remote
Work Type
- Fully remote
Experience Level
- Director
- 7+ years of relevant experience
Education Level
- Bachelor's Degree in Business, Engineering, Cybersecurity, or a related field
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.
- We are scaling our infrastructure to process 100 billion risk signals daily.
- We build the Cyber Risk Posture Management (CRPM) platform.
- Our platform integrates security ratings, threat intel, and agentic AI to help organizations manage cyber risk.
- We are defining a category in cyber risk management.
- UpGuard is a Certified Great Place to Work® in the US, Australia, UK and India.
- 99% of team members agree that UpGuard is a great place to work!
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, at this time, we can only support hiring in the following US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, or DC.