Director of Customer Success, UpGuard

UpGuard

Location:
Australia, Sydney ▼
Melbourne
Hobart
Brisbane

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

Engage and lead cross-functional and geographically dispersed teams
Proactive thought leadership on customer strategy and roadmap, account governance, and recurring strategic discussions with both customers and internal teams
Adoption strategies, delivery plans, and economic models to realise the customer experience at scale
Develop account expansion strategies, working with customers to identify areas where we can provide additional services & solutions
Be accountable for the onboarding, training, implementation, support, hiring, capacity plans and advocacy for key strategic customer accounts
Working in partnership with the Account Management function, increase key CS metrics across the business such as NRR, GRR, NPS & CSAT
Actively monitor & manage customer satisfaction levels, identifying areas for improvement & working with internal teams to implement change
Collaboration with other Segment leadership to drive overall success across the CS organisation, maturing standards, processes, tools & global alignment
Drive segment/region strategy, analysis, KPIs and reporting
Be able to manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives to multiply impact beyond their portfolios
Act as a coach & mentor to the existing team, constantly working to improve the overall Customer Success model and driving change and culture of accountability within the organisation to meet UpGuard and customer business objectives and goals
Maintain in-depth knowledge of customers’ business and industry, anticipating and addressing opportunities and issues
Define and develop skill development plans and training sessions
Establish performance objectives, conduct quarterly and annual performance reviews and support the compensation process
Prepare and present regular executive summaries and updates to the leadership team

Requirements:

7+ years of relevant experience in customer success, consulting, software implementation or a combination, with demonstrated success in customer success, SaaS operations, sales, and leadership positions, with a deep understanding of SaaS, Go-To-Market and execution model
You understand business metrics and how important it is to keep every customer satisfied, delivering value and growing
Demonstrated ability to identify & pursue opportunities for account expansion & growth
Strong project management skills, with experience managing complex consulting projects from inception to completion
Prior experience being responsible for account adoption and retention
Technical competency and aptitude with software applications, tools, and internal systems
Superior written and oral communication skills, you can empathise, earn trust, and influence internal and external stakeholders

Nice to have:

Experience in Customer Success tools, such as GainSight or ChurnZero
Experience with a CRM, such as Salesforce or HubSpot
Proven results of increasing metrics such as NRR/GRR
Understanding of Cyber Security best practices
Bachelor's Degree in Business, Engineering, Cybersecurity, or a related field

What we offer:

Monthly Lifestyle subsidy: Our employees use this for financial, physical, and mental well-being
WFH set-up allowance: To ensure you have the right environment to work in, we will help you get set up within your first 3 months at UpGuard
$1,500 USD annual Learning & Development allowance: To support your career development, all team members will be able to expense development opportunities against this allowance
Generous Annual Leave/PTO allowances: Time to recharge your batteries
18 weeks paid Parental Leave: Irrespective of parenting role
Personal Leave Allowance: This includes sick & carer’s leave
Fully remote working environment: While we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance
Top-spec hardware: All team members will be provided with top-spec laptops for their roles

Additional Information:

Job Posted:
August 15, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Director of Customer Success