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

Desirable

• 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
• 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
• Onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals
• Provide resources to your customers, including success plans, customer-specific training sessions, and organize regular check-in calls
• Engage your customers early and frequently, to help them get the most out of UpGuard from day one and continue to drive engagement
• Translate your customers’ requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard
• 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