Customer Success Manager, UpGuard

• 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
• 2+ years' experience in customer success, project management or account management
• Professional to native fluency in Spanish and English
• 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

Desirable

• Due to continued growth, the Customer Success team is expanding and we require a Bilingual Spanish-speaking Customer Success Manager to join our high performing team to onboard and enable our customers
• As a Customer Success Manager, you'll report into a Lead CSM 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
• 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
• 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

• 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