Job Description
Who are we?
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UpGuard’s mission is to protect the world’s data. We obsessively seek out elegant, robust ways to enable our customers to find, acknowledge, and remediate cyber risk. With UpGuard, organizations leverage our security expertise and software to automate what was once laborious, spreadsheet-driven processes–whether it's monitoring the attack surface of hundreds of vendors or assessing the security of their own infrastructure. UpGuard is used by some of the world’s largest, fastest-growing, and most innovative companies.
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Why are we hiring for this role?
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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.
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As a Customer Success Manager, you'll report to the Manager of Customer Success, EMEA, 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 accomplish?
- 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, and customer-specific training sessions. You will also 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 customers’ 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, and Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion, and cross-sell opportunities.
What do we need from you?
- 4+ years' experience in customer success, and account management working with or for enterprise organizations.
- Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels.
- Experience with supporting, building & maintaining customer relationships.
- Highly organized with the ability to update existing documentation and document new processes.
- Proven success in owning growth and revenue for a book of business including the end-to-end renewal process.
- An understanding of cyber risk management or risk management frameworks.
- Experience navigating large and complex organizations to multithread and uncover opportunities for expansion.
- 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.
- Can translate complex ideas to a variety of audiences.
- Ability to work with multiple teams, stakeholders, and subsidiaries within an organization.
- High energy and a willingness to learn.
- Self-motivated, independent, and organized.
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.
- Understanding of technical cyber security compliance and certification activities such as NIST, PCI, and ISO27001.
- Understanding of Cyber Security best practices.
- Experience in project management.
- Basic/working knowledge of APIs.
- Experience navigating large enterprise relationships from implementation through value recognition and expansion.
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 on a daily basis, with data and impact available on dashboards you have access to.
- Generous compensation: Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.
- Great perks: Grocery and gym reimbursements, flexible work arrangements, learning and development stipend, and generous PTO package.
#LI-LW1
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UpGuard is a Certified Great Place to Work® in the US, Australia, UK and India, establishing its position as a leading global technology employer. 99% of team members agree that UpGuard is a great place to work, apply now to find out why!
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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.
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For applications to positions in the United States, please note, 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, DC or NV.Â
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Before starting work with us, you will need to undertake a national police history check and reference checks. Also please note that at this time, we cannot support candidates requiring visa sponsorship or relocation.
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Date Posted
03/17/2024
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