VP of Customer Success, UpGuard
+ Stock Options
More information about location
Third-party risk & attack surface management
Open for applications
Third-party risk & attack surface management
201-500 employees
Open for applications
+ Stock Options
More information about location
201-500 employees
Company mission
To give businesses a full and comprehensive view of their risk surface.
Role
Who you are
- Our ideal candidate has experience helping build a new market category with revenue streams of a growth-stage business from $75M to $250M ARR and beyond
- 5+ years of experience leading Customer Success teams in a senior management role with a global footprint (Director or above)
- 10+ years in Customer Success or a customer leadership role within a fast-growing B2B SaaS organization
- Technical background, ideally with experience in cybersecurity, risk, compliance, or information technology
- Strong operational discipline with a proven track record of leading teams to achieve key performance metrics
- Demonstrated commercial expertise with a history of exceeding revenue targets
- Results-driven with the ability to connect proactive customer strategies to measurable ROI
- Expertise in delivering strategic value to customers and driving revenue growth in partnership with Sales
- Proven ability to collaborate cross-functionally to define the ideal customer journey, value delivery, success metrics, and operational models
- Strong analytical skills with confidence in making data-driven decisions
- Experience building and scaling digital programs, customer education initiatives, and professional services
- Success in growing and scaling international teams while navigating diverse cultural and market dynamics, combined with fostering a high-performance culture
- Ability to operate at both a strategic and tactical level, seamlessly transitioning between big-picture vision and hands-on execution when needed
What the job involves
- We’re looking for a dynamic VP of Customer Success to elevate and scale our Customer Success team as we enter a new phase of growth
- As VP, Customer Success you will report to the Chief Revenue Officer and be responsible for leading a globally distributed team
- The Customer Success team is responsible for driving adoption and long-term value realization for UpGuard’s customers. The team partners cross-functionally with every part of the company to advocate for our customers and ensure an excellent experience throughout their lifecycle with us
- Elevate UpGuard’s customer success strategy and methodology, build a prescriptive, scalable customer success motion to best support our customers
- Develop a comprehensive customer-focused strategy aligned with the company’s overall objectives. Define clear goals and key performance indicators (KPIs) to measure success at every stage of the customer journey
- Own and drive the entire customer lifecycle journey, including onboarding, adoption, expansion, and renewal, by establishing best practices and processes to maximize customer success and satisfaction
- Drive operational excellence and drive customer loyalty across all touchpoints, challenging conventional wisdom in the pursuit of continuous improvement
- Collaborate with marketing, sales, product development, and other departments to align customer needs with business objectives. Encourage cross-functional collaboration to deliver seamless customer experiences
- Act as the customer advocate within the organization, ensuring the customer’s voice is heard and considered in decision-making processes
- Build and scale a world-class team: Recruit, develop, and inspire a diverse high-performing customer success team. Foster a culture of excellence, compassion, collaboration, and continuous learning
Application process
- Before starting work with us, you will need to undertake a national police history check and reference checks
Our take
Data protection is an essential part of maintaining an online business, but many organizations are misled into believing that they must only protect their own use of their first-party data. However, a large amount of enterprise risk is in fact associated with the third and fourth party usage of this sensitive data, and software that monitors this is relatively uncommon.
UpGuard provides a digital platform for the management of third-party risk, providing dashboards that facilitate the monitoring of data being used by vendors, security questionnaires, and other third parties. The company provides three product packages that focus on risk management, data breaches and security services, each designed with visual interfacing to provide accessible and actionable insights.
Whilst many software packages on the market aim to protect internal security and data breaches for clients, UpGuard has found a gap in the market by identifying when third-party use of data has become problematic. The company continues to enhance its platform with AI-assisted capabilities like "Autofill" that supports security questionnaire completion rates by reducing the time it takes vendors to fill in their responses.
Steph
Company Specialist at Welcome to the Jungle
Insights
34% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jun 2021
$19m
SERIES B
Aug 2016
$17m
SERIES B
Total funding: $46m
Company benefits
- Free lunches and coffee
- Gym reimbursement
- Flexible work arrangements (work-from-home)
- A 401(k) plan
- Health, dental, and vision benefits
Company HQ
Old Mountain View, Mountain View, CA
Leadership
Mike Baukes
(Founder & CEO)Entrepreneur and consultant. Former Co-Founder and Co-CEO at ScriptRock, and was a Mentor at Startmate.
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