Enterprise Customer Success Manager
Confirmed live in the last 24 hours

51-200 employees

Third-party risk & attack surface management
Company Overview
UpGuard's mission is to protect the world's data.
Tampa, FL, USA
Experience Level
Desired Skills
Sales & Account Management
Customer Success & Support
  • 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
  • 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