Customer Success Manager
UpGuard Inc. · Full-time · Posted 1mo ago
At UpGuard, we are replacing manual security bottlenecks with AI-driven precision. Fresh off a US$75M Series C, we are scaling our infrastructure to process 100 billion risk signals daily. This isn’t just growth; it’s a total reimagining of how the world manages cyber risk.
We build the Cyber Risk Posture Management (CRPM) platform that security teams actually love. By integrating security ratings, threat intel, and agentic AI, we empower organisations to stay ahead of an ever evolving attack surface.
We aren’t just building another tool; we’re defining a category. We provide the autonomy to ship world-class technology and the resources to do it at a global scale.
Why are we hiring this role?
Due to continued growth, the Customer Success team is expanding and we require a 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, detail oriented, articulate and credible with the ability to listen effectively and provide clear advice.
As a Customer Success Manager, you'll report into a Team Manager 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.
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.
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.
What will you bring?
2+ 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.
Ability to cover a book of business with on Eastern Time or Pacific Time.
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 with a CRM, such as HubSpot or Salesforce.
Experience in Customer Success tools, such as ChurnZero or GainSight.
Experience in cyber risk management or risk management.
Understanding of Cyber Security best practices.
Basic/working knowledge of APIs.
Experience conducting training sessions.
Where does this role fit in?
The Brand Marketing Manager drives UpGuard’s brand within a dedicated, cross-functional brand and platform stream. You are responsible for building and protecting the brand — defining how UpGuard shows up, sounds, and is understood in the markets — and then coordinating the team and programs that bring it to life.
Working at the nexus of your core stream (PMM, Content, Creative, Research) and UpGuard’s Shared Services (Paid Search, PR, Web, Email, Social, Analytics, SEO), you turn brand and platform strategy into consistent, high-impact execution that grows brand awareness, authority, and pipeline. You set the direction and standard for the brand, and you have the project management muscle to make sure the work ships — on time, on message, and on brand.
What will you do?
Build the brand: Define and steward UpGuard’s positioning, narrative, tone, and visual identity across every touchpoint, ensuring a unified brand story from thought leadership and case studies through to event promotion and web.
Build and maintain the editorial calendar: Own a year-round editorial and campaign calendar that plans brand, thought leadership, case study, and event activity ahead of time — giving the stream and shared services a single, forward-looking view of what ships when, and keeping the brand's output consistent and coordinated across the year.
Bring the platform narrative to life: Develop campaign themes that position UpGuard as a comprehensive platform solution, shifting the customer conversation from “solving a single problem” to “adopting a complete cyber risk ecosystem.”
Lead brand & platform thought leadership: Partner with the Research, PR, Content and Social team to package and distribute proprietary insights and data-driven narratives that position UpGuard as the definitive authority on cyber risk.
Own the social proof program: Run UpGuard’s customer story pipeline end-to-end — selection, production, and distribution — working with customers. Directing writers and creative to a consistent, premium standard that reinforces the platform narrative.
Drive brand event lifecycle promotion: Develop comprehensive promotional playbooks for in-person and virtual events (Summit), focusing on high-impact pre-event promotion to drive registrations and strategic post-event content to maximize the reach and longevity of every session.
Integrate Shared Services: Act as the stream’s liaison with all shared services (Social Media, Analytics, Marketing Tech, Paid Search, Email, and SEO) to ensure stream-produced assets are deployed effectively and tracked accurately across all channels.
Measure what matters: Own brand and campaign performance reporting — defining KPIs across both brand health (awareness, authority, share of voice) and pipeline, interpreting results, and providing regular, actionable updates to the stream and leadership.
What do we need from you?
Brand-building expertise: 5+ years building and running brands in a high-growth B2B SaaS or Cybersecurity environment — defining positioning and narrative and holding a brand together across channels, not just executing campaigns against someone else’s brief.
AI fluency: A proven ability to use AI tools for campaign ideation and execution — you know when and how to best use them to move faster and sharpen the work, and when the human judgment and brand craft still need to lead.
Coordination & delivery: A proven ability to act as the “connective tissue” between creative, research, content, and demand gen teams, managing complex timelines and multiple programs without compromising brand quality.
Brand narrative & editorial judgment: An exceptional eye for brand consistency and the editorial judgment to brief and direct writers so that disparate activities — from thought leadership to case studies to event promos — roll up into one unified brand story.
Thought leadership orchestration: Experience partnering with technical research teams and PR functions to translate complex data into compelling, market-leading campaigns.
Integrated campaign experience: A track record leading multi-channel brand and platform campaigns focused on awareness, authority, and pipeline generation.
Analytical mindset: Comfort using marketing automation (HubSpot/Salesforce) and attribution tools to measure brand and campaign impact and refine tactics based on results.
What would give you an edge?
Cybersecurity industry depth: Direct experience marketing to CISO, IT Manager, and Risk Management personas within the TPRM or Attack Surface Management space.
PR & media savvy: Experience working alongside PR agencies or internal comms teams to turn proprietary research into mainstream media headlines or industry reports.
Multimedia content production: A strong instinct for visual storytelling, with experience briefing video and design teams to create “premium-feel” assets that stand out in a crowded B2B landscape.
Advanced HubSpot/Salesforce skills: Technical proficiency in campaign reporting and attribution dashboards.
What's in it for you?
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
Health Insurance: Access to comprehensive coverage.
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!
As an Equal Employment Opportunity and Affirmative Action Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
For applications to positions in the United States, please note, at this time, we can only support hiring in the following US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, or DC.
Before starting work with us, you will need to undertake a national police history check and reference checks. Also, please note that at this time, we cannot support candidates requiring visa sponsorship or relocation.
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