Senior Customer Success Manager, UpGuard

UpGuard

Location:
United Kingdom, London ▼
Cardiff
Birmingham
Bristol
Liverpool

Category:
Customer Service

Contract Type:
Employment contract

Salary:

65000.00 - 80000.00 USD / Year

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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:

Drive continuous value for a portfolio of enterprise accounts in all stages of the customer lifecycle
Act as a trusted advisor to customers, meeting regularly with relevant stakeholders and continuing to drive engagement
Onboard strategic customers, focusing on maximizing value while finding opportunities to increase usage and create long-term value
Provide resources to customers, including success plans and customer-specific training sessions, and organize regular check-in calls
Translate customer’s requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard
Monitor the health of 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 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

Requirements:

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 of working within the Saas and the Cyber Security industries
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

Nice to have:

Experience in Customer Success tools, such as ChurnZero or GainSight
Experience with a CRM, such as HubSpot or Salesforce
Understanding of technical cybersecurity compliance and certification activities such as NIST, PCI, and ISO27001
Understanding of Cyber Security best practices
Experience in project management
Basic/working knowledge of APIs
Experience navigating large enterprise relationships from implementation through value recognition and expansion

What we offer:

Monthly Lifestyle subsidy
WFH set-up allowance
Generous Compensation
$1,500 USD annual Learning & Development allowance
Generous Annual Leave/PTO allowances
18 weeks paid Parental Leave
Personal Leave Allowance
Fully remote working environment
Top-spec hardware

Additional Information:

Job Posted:
July 29, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Senior Customer Success Manager