Customer Success Manager
Austin / Chicago / Los Angeles / San Diego / San Francisco / New Orleans / Portland / Seattle / Las Vegas
Customer Success – CSM Team /
Full-time /
Remote
Why are we hiring for 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 a Lead CSM to 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 accomplish?
- Onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals.
- Provide resources to your customers, including success plans, customer-specific training sessions, and organize regular check-in calls.
- Engage your customers early and frequently, to help them get the most out of UpGuard from day one and continue to drive engagement.
- Translate your customers’ requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard.
- 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 do we need from you?
- 2+ years' experience in customer success, project management or account management.
- Experience with supporting and building customer relationships in a scalable manner.
- Highly organized with the ability to update existing documentation and document new processes.
- An understanding of cyber risk management or risk management frameworks.
- 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 will 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.
- Knowledge of the Spanish language (varied levels of proficiency).
What's in it for you?
- Rapidly growing user base: Work directly with some of the world’s largest, fastest-growing, and most innovative companies.
- Interesting problems, at scale: Deeply explore the ever-evolving world of cybersecurity, with a platform processing billions of data points daily.
- Learn from industry-leading experts: Our security research has been featured in The New York Times, The New Yorker, The Washington Post, TechCrunch, Bloomberg, Gizmodo, Engadget, Forbes, ZDNet, and The Guardian.
- Impact: See the impact of your work daily, with data and impact available on dashboards you have access to.
- Generous compensation: The salary range for this role is between $75,000 and $85,000. You'll also receive a quarterly team bonus. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.
- Great benefits: Monthly wellness and grocery subsidies, WFH set-up allowance, and generous learning and development budget.
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