[All remote jobs](https://jobicy.com/jobs.md)[![UpGuard logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/474a12c7-221.png)](https://jobicy.com/company/upguard.md)[UpGuard](https://jobicy.com/company/upguard.md) # Director of Customer Success, APAC Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/upguard.md)ShareRemote from[Australia](https://jobicy.com/job-region/australia.md)SalaryUndisclosedDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished12 Oct 2026Apply before11 Nov 2026Listing views25Application actions1Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. UpGuard is hiring a Director of Customer Success to lead its APAC Customer Success organization, with a team primarily based in Australia. The role owns strategic customer outcomes across onboarding, adoption, implementation, retention, expansion, satisfaction, and executive account governance. This leader will coach Customer Success Managers, build capacity and capability plans, and partner with Account Management to improve NRR, GRR, and NPS. The position requires substantial SaaS customer success and leadership experience, strong technical fluency, and the ability to translate cybersecurity concepts into measurable customer business value. It is a remote role associated with Sydney, Brisbane, Hobart, and Melbourne. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a senior regional leadership position accountable for customer retention, expansion, team performance, and operating-model maturity in a fast-growth cybersecurity SaaS environment. Success requires balancing executive customer strategy, cross-functional influence, technical credibility, metrics ownership, and people leadership across multiple concurrent priorities. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianHighly competitive$185,000US market range$155k–$215k0$237k AI insightNo actual salary was disclosed; the only monetary amount is a $1,500 USD annual learning and development allowance, which is a benefit rather than wages. The figures shown are estimated US-market annual base-salary benchmarks in USD for a Director of Customer Success with regional leadership responsibility in a technically complex SaaS company; actual Australia/APAC compensation may differ. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success Leadership](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Leadership.md)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Account Expansion](https://jobicy.com/jobs?search_keywords=Account%20Expansion.md)[NRR and GRR](https://jobicy.com/jobs?search_keywords=NRR%20and%20GRR.md)[Customer Onboarding](https://jobicy.com/jobs?search_keywords=Customer%20Onboarding.md)[People Management](https://jobicy.com/jobs?search_keywords=People%20Management.md)[Cybersecurity](https://jobicy.com/jobs?search_keywords=Cybersecurity.md)[Strategic Account Management](https://jobicy.com/jobs?search_keywords=Strategic%20Account%20Management.md) Sample interview questionsHow have you improved net revenue retention and gross revenue retention in a previous Customer Success organization?I start by segmenting the customer base by risk, revenue potential, adoption maturity, and renewal timing. I establish leading indicators such as product usage, stakeholder engagement, support trends, and value-realization milestones, then create playbooks for intervention, renewal, and expansion. I review the metrics regularly with CSMs and Account Management so ownership, actions, and forecast assumptions are clear. How would you translate a complex cybersecurity platform into business value for an executive customer sponsor? I would first understand the sponsor's risk, compliance, operational, and commercial priorities. I would then connect platform capabilities to outcomes such as reduced third-party risk exposure, faster security assessments, stronger vendor governance, and more efficient security-team capacity. Executive reviews should use a concise value narrative supported by agreed KPIs, trends, risks, and a forward plan. Describe your approach to leading and developing a distributed Customer Success team. I set clear role expectations, operating rhythms, portfolio standards, and measurable success metrics while allowing CSMs flexibility in how they execute. Regular one-to-ones, account reviews, call coaching, and development plans help identify capability gaps early. I also build peer learning and documented playbooks so effective practices are scalable across the team. How would you handle a strategic customer with declining adoption and an upcoming renewal? I would rapidly validate the customer’s objectives, adoption data, stakeholder map, implementation status, and unresolved issues. I would align an internal recovery team around a time-bound success plan with named owners, executive sponsorship where appropriate, and measurable milestones. Transparent communication with the customer is essential: acknowledge the gap, agree on outcomes, demonstrate progress, and re-establish the value case before renewal discussions intensify. How do you partner effectively with Account Management, Support, and Implementation without creating unclear ownership? I define shared lifecycle stages, decision rights, handoff criteria, and common account plans. Customer Success should own value realization and health, while working closely with Account Management on commercial strategy and with Support and Implementation on technical delivery and issue resolution. Shared metrics, recurring cross-functional reviews, and documented escalation paths prevent gaps and keep the customer experience coordinated. Opportunity details ## About this role. ### 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? We’re looking for a Director of Customer Success to join our high-performing team to manage and lead the APAC Customer Success team. As a Director of Customer Success, you’ll lead a team consisting of Customer Success Managers primarily based in Australia. ### What will you do? * Proactive thought leadership on customer strategy and roadmap, account governance, and recurring strategic discussions with both customers and internal teams * Adoption strategies, delivery plans, and economic models to realise the customer experience at scale * Develop account expansion strategies, working with customers to identify areas where we can provide additional services & solutions * Be accountable for the onboarding, training, implementation, support, hiring, capacity plans and advocacy for key strategic customer accounts * Working in partnership with the Account Management function, increase key CS metrics across the business such as NRR, GRR & NPS * Actively monitor & manage customer satisfaction levels, identifying areas for improvement & working with internal teams to implement change. * Collaboration with other Segment leadership to drive overall success across the CS organisation, maturing standards, processes, tools & global alignment * Drive segment/region strategy, analysis, KPIs and reporting * Be able to manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives to multiply impact beyond their portfolios * Act as a coach & mentor to the existing team, constantly working to improve the overall Customer Success model and driving change and culture of accountability within the organisation to meet UpGuard and customer business objectives and goals * Maintain in-depth knowledge of customers’ business and industry, anticipating and addressing opportunities and issues * Define and develop skill development plans and training sessions * Establish performance objectives, conduct quarterly and annual performance reviews and support the compensation process * Prepare and present regular executive summaries and updates to the leadership team ### What will you bring? * 7+ years of relevant experience in customer success, consulting, software implementation or a combination, with demonstrated success in customer success, SaaS operations, sales, and leadership positions, with a deep understanding of SaaS, Go-To-Market and execution model * You understand business metrics and how important it is to keep every customer satisfied, delivering value and growing * Strong technical background with the ability to bridge the gap between complex concepts and customer-facing business value * Demonstrated ability to identify & pursue opportunities for account expansion & growth * Strong project management skills, with experience managing complex consulting projects from inception to completion * Prior experience being responsible for account adoption and retention * Technical competency and aptitude with software applications, tools, and internal systems * Superior written and oral communication skills, you can empathise, earn trust, and influence internal and external stakeholders ### What will give you an edge? * Experience in Customer Success tools, such as GainSight or ChurnZero * Leadership experience within high-growth, technically complex environments * Experience with a CRM, such as Salesforce or HubSpot * Prior experience owning and running Technical Support and Implementation * Proven results of increasing metrics such as NRR/GRR * Understanding of Cyber Security best practices * Bachelor’s Degree in Business, Engineering, Cybersecurity, or a related field ### 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 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, 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. Show more [Apply now >](https://jobicy.com/jobs/155086-director-of-customer-success-apac.md) > Annual salary information is not provided for this position. 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