Customer Success Manager; Mountain

Overview

Who are we? UpGuard’s mission is to make life easier for security teams. We meticulously create robust solutions that enable our customers to identify, assess, and remediate cybersecurity risk across their attack surface, vendor ecosystem, workforce, and trust relationships. Our integrated cyber risk posture management platform combines comprehensive security ratings, instant risk assessments, templated security questionnaires, threat intelligence capabilities, and agentic AI to give organizations a holistic view of their risk surface.

We have a rapidly growing customer base at UpGuard, and our customers always come first. Our Success team is determined to help solve the needs and challenges that our customers face daily. We consistently think outside the box to help our customers thrive throughout their journeys with UpGuard. We’re on the lookout for individuals who have a passion for helping others, fixing problems, and building long-lasting relationships with new customers.

You will also have a commercial mindset to identify opportunities to expand our customer accounts and elevate adoption of our products to new heights.

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 into a 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.

• 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.

• 2+ years  experience in customer success, project management or account management.
• Located within US Central or Mountain Time zones.
• 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.

• Experience in Customer Success tools, such as Churn Zero or Gain Sight.
• Experience with a CRM, such as Hub Spot 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).

• 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,…