Remote opportunity at
UpGuardCustomer Success Manager
UpGuard is expanding its customer success division and seeks a remote Customer Success Manager to guide users through onboarding and deployment. Operating globally, UpGuard develops a…
Career Tools
About This Role
UpGuard is expanding its customer success division and seeks a remote Customer Success Manager to guide users through onboarding and deployment. Operating globally, UpGuard develops a cyber risk posture management platform that integrates threat intelligence, security ratings, and artificial intelligence to assist organizations in managing attack surfaces. Reporting directly to the Lead Customer Success Manager, this position involves collaborating with global clients across various industries, analyzing user pain points, and…
Job Description
UpGuard is expanding its customer success division and seeks a remote Customer Success Manager to guide users through onboarding and deployment. Operating globally, UpGuard develops a cyber risk posture management platform that integrates threat intelligence, security ratings, and artificial intelligence to assist organizations in managing attack surfaces. Reporting directly to the Lead Customer Success Manager, this position involves collaborating with global clients across various industries, analyzing user pain points, and communicating feedback to internal departments including product, sales, and marketing.
This role suits professionals with a background in customer success, project management, or account management who want to help users maximize the value of security technology. Daily responsibilities include scheduling regular check-ins, organizing tailored training sessions, monitoring customer health metrics, and providing proactive education to lower churn risks. Candidates should be ready to interpret customer requirements through existing risk management frameworks and advocate for client needs internally.
UpGuard is recognized as a Certified Great Place to Work in the United States, Australia, the United Kingdom, and India. The organization offers a fully remote operational structure with optional physical offices in Hobart and Sydney, supported by top-spec hardware and professional development resources.
Responsibilities
- Onboard and manage global customers to ensure proper platform utilization and achievement of user goals
- Provide customer resources including success plans, personalized training sessions, and scheduled check-in calls
- Engage clients early and frequently to maintain high platform engagement from day one
- Translate user requirements and risk management frameworks into customized platform utilization solutions
- Monitor customer health metrics and intervene with proactive education when engagement drops
- Share customer insights, risk feedback, issue resolution updates, and cross-sell opportunities with internal teams
Requirements
- At least two years of professional experience in customer success, account management, or project management
- Familiarity with cyber risk management principles or risk management frameworks
- Demonstrated ability to support and build customer relationships at scale
- Strong organizational skills with the ability to maintain documentation and document new processes
- High level of written and verbal proficiency in the English language
- Capability to collaborate cross-functionally as a team player with a curious and willing-to-learn attitude
Qualifications
- Experience utilizing customer success software like GainSight or ChurnZero
- Familiarity with CRM platforms such as Salesforce or HubSpot
- Prior background in cyber risk management or general risk management
- Understanding of cybersecurity best practices
- Basic or working knowledge of APIs
- Experience conducting professional training sessions
Core Skills
Benefits
- Monthly lifestyle subsidy for financial, physical, and mental well-being
- Work-from-home setup allowance provided within the first three months
- $1,500 USD annual learning and development allowance
- Paid time off plus two additional UpGuardian leave days
- 18 weeks of paid parental leave regardless of parenting role
- Personal leave allowance covering sick and carer obligations
- Fully remote working environment with optional office access in Sydney and Hobart
- Top-spec laptop provided for the role
- Paid subscriptions to generative AI tools
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this is a fully remote working environment with no mandatory physical office attendance, though UpGuard maintains physical offices in Sydney and Hobart.
What is the salary for the Customer Success Manager role?
The posting does not specify a salary for this position.
What experience is required to apply?
Candidates must have at least two years of experience in project management, account management, or customer success, along with an understanding of risk management frameworks.
Are there specific location restrictions if I live in the United States?
Yes, if the role is based in the US, UpGuard can currently only support hiring in CA, CO, FL, IL, MA, MD, MO, OR, PA, TX, WA, and DC.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.