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Senior Customer Success Manager

Posted 5 days agoViewed

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💎 Seniority level: Senior, 4+ years

📍 Location: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, DC

💸 Salary: 85000.0 - 105000.0 USD per year

🔍 Industry: Cybersecurity

🗣️ Languages: English

⏳ Experience: 4+ years

🪄 Skills: Project ManagementCybersecurityAccount ManagementRisk ManagementCRMCustomer Success

Requirements:
  • 4+ years' experience in customer success and account management with enterprise organizations.
  • Self-starter with a proven track record of driving customer success and aligning complex solutions at executive and departmental levels.
  • Experience in building and maintaining customer relationships.
  • Highly organized with the ability to document processes.
  • Proven success in managing growth and renewals for a book of business.
  • Understanding of cyber risk management or related frameworks.
  • Experience navigating complex organizations to identify expansion opportunities.
  • High proficiency in English, both written and spoken.
  • Ability to work cross-functionally and within teams.
  • Strong communication skills for translating complex ideas.
Responsibilities:
  • Responsible for driving continuous value for a portfolio of enterprise accounts in all stages of the customer lifecycle.
  • Act as a trusted advisor to customers, meeting regularly with stakeholders to drive engagement.
  • Onboard strategic customers focusing on maximizing value while finding opportunities to increase usage.
  • Provide resources such as success plans and customer-specific training sessions, and organize regular check-in calls.
  • Translate customer requirements by understanding their risk management frameworks and offering tailored solutions.
  • Monitor customer health and intervene proactively when customers are not effectively using UpGuard.
  • Advocate for customers and provide updates to internal partners on customer perspectives and expansion opportunities.
  • Drive customer satisfaction, product adoption, and increase the lifetime customer value.
  • Develop strategic account plans that articulate customer goals and UpGuard's role in their success.
  • Engage in a fast-moving global team, contributing to ongoing improvements.
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