Customer Success Manager

• 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.

• 5+ 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.

• 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.