UpGuard Inc. - Director of Customer Success, APAC
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 • Strong technical background with the ability to bridge the gap between complex concepts and customer-facing business value • 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 • WHAT WILL GIVE YOU AN EDGE? • Experience in Customer Success tools, such as GainSight or ChurnZero • Leadership experience within high-growth, technically complex environments • Experience with a CRM, such as Salesforce or HubSpot • Prior experience owning and running Technical Support and Implementation • 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
Benefits
• We’re looking for a Director of Customer Success to join our high-performing team to manage and lead the APAC Customer Success team. As a Director of Customer Success, you'll lead a team consisting of Customer Success Managers primarily based in Australia. • WHAT WILL YOU DO? • 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 • 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 • Monthly Lifestyle subsidy: 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 • $1500 USD annual Learning & Development allowance: To support your career development, all team members will be able to expense development opportunities against this allowance • Annual leave: PTO plus two additional UpGuardian leave days to give you 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 role • Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work • UpGuard is a Certified Great Place to Work® in the US, Australia, UK and India, establishing its position as a leading global technology employer. 99% of team members agree that UpGuard is a great place to work! Apply now to find out why!
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