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.
