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Customer Success Manager (SMB/SME)

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Job Description

Why are we hiring for this role?

Due to continued growth, the Customer Success team is expanding and we require a new Customer Success Manager to join our high-performing team to onboard and enable our customers. The ideal candidate will be experienced in leading customer interactions, a strong communicator both written and verbal, and able to actively listen and problem solve to provide clear advice and effective solutions.
As a Customer Success Manager, you'll work closely with other CS team roles and cross-functionally with other departments, and you’ll report to the Lead CSM. You’ll be proactive in driving product value and success for our customers, analyzing the causes of their greatest pain points, and working closely to mitigate them using UpGuard’s toolset. 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 accomplish?

  • You will onboard and manage UpGuard customers in the SME/SMB segments to ensure they understand how best to use UpGuard effectively to meet their goals.
  • You will onboard new customers and provide proactive support and resources, including success plans, regular check-in calls, and customer-specific training sessions.
  • 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 and value.
  • You will translate your customers’ 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.

What do we need from you?

  • 2+ years' experience in customer success or account management.
  • Experience with supporting and building customer relationships in a scalable manner.
  • Highly organized with the ability to update existing documentation and document new processes.
  • An understanding of cyber risk management or risk management frameworks.
  • 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 managing customers in the SME or SMB space
  • 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

What's in it for you?

  • Hybrid or Remote: you choose. While we have offices in Sydney Hobart, we don’t mandate how often you need to be there. We focus on what you deliver, not where you deliver it from.
  • Impact: Influence the direction and design of projects that push the boundaries of your field and see the impact of your work daily.
  • Be part of an energetic team: Our team is highly collaborative, fostering a positive work environment that encourages creativity and innovation.
  • We value work-life balance: We recognize the importance of maintaining balance and provide a supportive work environment that allows you to prioritize your personal life and well-being.
  • Generous reward: We offer a competitive salary + equity
  • Great perks: You won’t find table tennis tables or office mandates - we prefer to offer perks that support your overall well-being - including a lifestyle allowance, well-being program, WFH budget, personal learning development budget, generous leave benefits, and plenty more!

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