Senior 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
• 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 of working within the Saas and the Cyber Security industries
• 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

Desirable

• Due to continued growth, the Customer Success team is expanding, and we require a Senior Customer Success Manager to join our high-performing team to onboard and enable our customers
• As a Senior Customer Success Manager, you'll report to the Manager of Customer Success, EMEA, and analyze the causes of your customers’ greatest pain points and work closely to mitigate them using UpGuard technology
• You’ll be responsible for proactive engagement with our largest and most valuable customers in an assigned region
• The Enterprise CSM will guide our customers to optimal value realization while at the same time partnering with them on their business needs
• The Senior CSM will also be responsible for maintaining and increasing NRR across its portfolio
• 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