About this role.
UpGuard is hiring an experienced Customer Success Manager to onboard, enable, retain, and expand enterprise customers using its cyber risk posture management platform. The role manages customer health, success plans, training, executive stakeholder relationships, renewals, and expansion opportunities across complex organizations. It requires at least five years of enterprise customer success or account-management experience, along with familiarity with cyber risk management, security frameworks, and SaaS customer-success practices. The position is full time and remote, with advertised locations in the UK and Ireland, and reports to the Head of Customer Success, EMEA.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Sample interview questions
I would begin with discovery across executive, operational, and technical stakeholders to understand their risk framework, current workflows, desired outcomes, and adoption barriers. I would document measurable milestones, ownership, training needs, success metrics, and a regular governance cadence. I would then review progress and customer-health signals regularly, adjusting the plan as priorities or risks change.
I first identified the root cause through usage data and stakeholder conversations, separating product-fit, knowledge, process, and sponsorship issues. I then delivered a targeted enablement plan with role-based training, practical use cases, and agreed adoption milestones. By maintaining a consistent follow-up cadence and communicating value to the executive sponsor, I was able to restore engagement and improve the account's renewal position.
I avoid leading with technical terminology and instead connect the issue to business impact, operational risk, compliance obligations, and decision options. I use concise summaries, visual trends, and specific examples relevant to the customer's industry. When deeper technical detail is needed, I involve the appropriate subject-matter experts while maintaining a clear executive narrative.
I would map the stakeholder landscape, identify decision-makers and champions, and assess usage, realized value, unresolved issues, and commercial dependencies across each group. I would build a recovery plan with named actions, deadlines, and executive alignment, bringing in internal Product, Support, and Sales partners as needed. Throughout the process, I would provide transparent status updates and demonstrate the measurable value already delivered as well as the plan for future outcomes.
I would monitor product usage and breadth of adoption, completion of onboarding milestones, support trends, stakeholder engagement, executive sponsor strength, sentiment, achievement of success-plan outcomes, renewal timing, and expansion signals. For a cybersecurity platform, I would also consider whether the customer is operationalizing findings and integrating the platform into its risk-management workflows. I would use these indicators to prioritize proactive outreach before disengagement becomes a renewal risk.
Who are we?
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 for 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 to the Head of Customer Success, EMEA, 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 accomplish?
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, and customer-specific training sessions. You will also 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 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, and Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion, and cross-sell opportunities.
What do we need from you?
5+ 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 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.
What would give you an edge?
Experience in Customer Success tools, such as ChurnZero or GainSight.
Experience with a CRM, such as HubSpot or Salesforce.
Understanding of technical cyber security compliance and certification activities such as NIST, PCI, and ISO27001.
Understanding of Cyber Security best practices.
Experience in project management.
Basic/working knowledge of APIs.
Experience navigating large enterprise relationships from implementation through value recognition and expansion.
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.
Please Note: Not all roles can be performed from the United States. Please check your specific job listing to confirm its advertised location. If the role you are applying for is listed as based in the US, we are currently only able to support hiring in the following locations: CA, CO, FL, IL, LA, MA, MD, MO, OR, PA, TX, WA, and 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.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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