Enterprise Customer Success Manager
Confirmed live in the last 24 hours
UpGuard

51-200 employees

Third-party risk & attack surface management
Company Overview
UpGuard's mission is to protect the world's data.
Locations
Tampa, FL, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Hubspot
Management
Marketing
Sales
Salesforce
CategoriesNew
Sales & Account Management
Customer Success & Support
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 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
  • Experience in Customer Success tools, such as ChurnZero or GainSight
  • Experience with a CRM, such as HubSpot or Salesforce
  • Understanding of technical cyber security compliance and certification activities such as NIST, PCI, 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
Responsibilities
  • You will be responsible for driving continuous value for a portfolio of enterprise accounts in all stages of the customer lifecycle
  • You will act as a trusted advisor to your customers, meeting regularly with relevant stakeholders and continuing to drive engagement
  • You will onboard strategic customers focusing on maximizing value while finding opportunities to increase usage and create long-term value
  • You will provide resources to your customers, including success plans, and customer-specific training sessions and organize regular check-in calls
  • 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
  • Drive customer satisfaction, product adoption, and ultimately, increase the lifetime customer value of your 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