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Who are we?

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. 

We have a rapidly growing customer base at UpGuard, but one thing has remained the same, our customers always come first! Our Success team is determined to help solve the needs and challenges that our customers face on a daily basis. We consistently think outside the box to find new ways 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. 

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 enable UpGuard customers to optimize their usage and integration with existing systems to achieve technical and business goals.
Understand your customer’s business in-depth, identify gaps and how they are going to be successful using UpGuard, and provide best practice recommendations, resources, success plans, and customer-specific training.
Engage customers proactively to help them get the most out of UpGuard from day one and continue to drive engagement throughout their journey.
Translate your customers’ requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard.
Proactively monitor security ratings and metrics (e.g. health score, usage), addressing potential risks and improvement areas
Advocate for the customer by providing updates to internal teams on customer perspectives, risks, strategic insights, and issue resolution activities.
Collaborate with internal teams to identify opportunities for upselling or cross-selling additional products and services to our customers.
What do we need from you?
Degree in computer science, information technology, or a related field
2+ years’ experience in technical account management, customer success, and solutions consulting roles within the cybersecurity industry.
Experience working within the Cyber Security industry or working as a technical infrastructure support engineer.
Strong understanding of cybersecurity concepts, technologies, and best practices.
 Demonstrated ability to manage customer portfolio, manage multiple customers simultaneously, prioritize tasks, meet deadlines, and ultimately grow and retain your accounts.
Exceptional command of the English language, both in written and spoken communication.
Effective collaborator with the ability to seamlessly interface across diverse internal teams, embodying a strong team-player ethos.
Highly motivated and inquisitive, characterized by an unwavering commitment to personal and professional growth.
Experience with tools like ChurnZero, CRMs (e.g. Hubspot), Gong, and collaboration tools such as Asana, Notion, and Slack.
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 as an information technology, security, or GRC professional 
Certifications such as Network+, Security+, CISSP, CISM, and CISA are a bonus
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.