Remote opportunity at
UpGuardDirector of Customer Success, APAC
UpGuard is seeking a remote Director of Customer Success to lead its APAC customer success division, which primarily consists of Australia-based Customer Success Managers. UpGuard develops…
Career Tools
About This Role
UpGuard is seeking a remote Director of Customer Success to lead its APAC customer success division, which primarily consists of Australia-based Customer Success Managers. UpGuard develops a Cyber Risk Posture Management platform that integrates security ratings, threat intelligence, and agentic AI to help organizations manage cyber risk. In this role, you will guide strategic customer accounts, shape adoption and expansion strategies, mentor team members, and collaborate with other segment leaders…
Job Description
UpGuard is seeking a remote Director of Customer Success to lead its APAC customer success division, which primarily consists of Australia-based Customer Success Managers. UpGuard develops a Cyber Risk Posture Management platform that integrates security ratings, threat intelligence, and agentic AI to help organizations manage cyber risk. In this role, you will guide strategic customer accounts, shape adoption and expansion strategies, mentor team members, and collaborate with other segment leaders to improve global processes and metrics.
This position suits a collaborative leader with a strong technical background who can communicate complex concepts, manage multiple concurrent workflows, and drive accountability. You will report regularly to the leadership team, manage capacity and performance, and oversee key retention and satisfaction metrics. UpGuard operates as a fully remote employer with physical offices in Sydney and Hobart, though attendance at those offices is not mandatory.
Responsibilities
- Lead and manage the APAC Customer Success team, primarily located in Australia
- Provide proactive thought leadership on customer roadmaps, account governance, and strategic discussions
- Design adoption methods, delivery plans, and economic models to scale the customer experience
- Formulate account expansion strategies to introduce additional services and solutions
- Oversee onboarding, training, implementation, support, hiring, capacity planning, and account advocacy
- Partner with Account Management to improve metrics including Net Retention Rate, Gross Retention Rate, and Net Promoter Score
- Track and address customer satisfaction levels alongside internal teams
- Collaborate with other segment leaders to enhance global processes, tools, standards, and alignment
- Direct regional strategies, data analysis, KPI tracking, and performance reporting
- Mentor and coach team members while building a culture of accountability
- Define skill development plans, establish performance targets, and handle performance reviews
- Deliver regular executive summaries and updates to leadership
Requirements
- Seven or more years of relevant experience in customer success, software implementation, consulting, or a related combination
- Demonstrated background in SaaS operations, sales, execution models, and leadership
- Strong technical aptitude to connect complex concepts with customer business value
- Proven capability in identifying and securing account expansion opportunities
- Project management experience overseeing complex consulting projects from start to finish
- Prior responsibility for maintaining customer adoption and retention
- Familiarity with software applications, tools, and internal systems
- Strong written and verbal communication skills with the ability to build trust and influence stakeholders
Qualifications
- Familiarity with Customer Success platforms like GainSight or ChurnZero
- Leadership background in fast-growing, technically intricate environments
- Proficiency with CRM systems such as Salesforce or HubSpot
- Previous experience managing Technical Support and Implementation functions
- Track record of improving metrics such as NRR and GRR
- Knowledge of cybersecurity best practices
- Bachelor's degree in Business, Cybersecurity, Engineering, or a related field
Core Skills
Benefits
- Monthly lifestyle subsidy for physical, mental, and financial well-being
- Work-from-home setup allowance provided within the first three months
- $1500 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's leave
- Top-spec laptop provided for the role
- Paid generative AI subscriptions for work support
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the Director of Customer Success, APAC role located?
The position is remote with no mandatory office attendance, though UpGuard maintains physical offices in Sydney and Hobart.
What is the employment type for this position?
The role is full-time.
What salary does UpGuard offer for this role?
The salary is not stated in the job posting.
What pre-employment checks are required?
Before starting work, candidates must complete reference checks and a national police history check.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.