upguard - Customer Success Manager

• As a Customer Success Manager, you'll report to the Lead CSM and analyze the causes of your customer’s greatest pain points and work closely to mitigate them using UpGuard technology. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time, and you’ll work with customers around the world, from early contact to successful deployment, gaining constant, and unique, insight into the world's most important industries and institutions. • What will you do? • You will onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals. • You will provide resources to your customers, including success plans, customer-specific training sessions and organize regular check in calls. • You will engage your customers early and frequently, to help them get the most out of UpGuard from day one and continue to drive engagement. • You will translate your customer’s 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. • 3+ years' experience in customer success, project management or account management. • An understanding of cyber risk management or risk management frameworks. • Experience with supporting and building customer relationships in a scalable manner. • Highly organized with the ability to update existing documentation and document new processes. • 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. • Curious and willing to learn. • What would give you an edge? • Experience in Customer Success tools, such as ChurnZero or GainSight. • Experience with a CRM, such as HubSpot or Salesforce. • Experience in cyber risk management or risk management. • Understanding of Cyber Security best practices. • Basic/working knowledge of APIs. • Experience conducting training sessions.