Customer Success Manager

About This Role

This role is responsible for onboarding and managing UpGuard customers, ensuring they effectively use the platform to meet their goals and address their pain points. The Customer Success Manager will also identify opportunities for account expansion and product adoption.

Responsibilities

• Onboard and manage UpGuard customers to ensure effective platform usage and goal achievement
• Provide resources including success plans, training sessions, and regular check-in calls
• Engage customers early and frequently to drive engagement and value
• Translate customer requirements to offer tailored solutions using UpGuard
• Monitor customer health and provide proactive education when needed
• Advocate for the customer and provide updates to internal cross-functional partners

Requirements

• 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
• Ability to work cross functionally and be a team player
• Curious and willing to learn

Qualifications

• 2+ years' experience in customer success, project management or account management

Nice to Have

• 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

Skills

* Required skills

Benefits