• 4+ 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

Desirable

• Due to continued growth, the Customer Success team is expanding and we require an Enterprise Customer Success Manager (CSM) to join our high-performing team
• As an Enterprise Customer Success Manager, you'll report to the CSM Lead and be responsible for proactive engagement with our largest and most valuable customers in an assigned region
• The Enterprise CSM will guide our customers to optimal value realization while at the same time partnering with their customers on their business needs
• The Enterprise CSM will also be responsible for maintaining increasing NRR across its portfolio
• You will be responsible for driving continuous value for a portfolio of enterprise accounts in all stages of the customer lifecycle
• You will act as a trusted advisor to your customers, meeting regularly with relevant stakeholders and continuing to drive engagement
• You will onboard strategic customers focusing on maximizing value while finding opportunities to increase usage and create long-term value
• You will provide resources to your customers, including success plans, and customer-specific training sessions, and organize regular check-in calls
• 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 & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion & cross-sell opportunities
• Drive customer satisfaction, product adoption, and ultimately, increase the lifetime customer value of your assigned customers
• Develop strategic account plans that clearly articulate the customer’s business, their goals, and how UpGuard can play into their success
• Engage and collaborate in a fast-moving global team, contributing to ongoing improvements