Who are we?

UpGuard’s mission is to protect the world’s data. We obsessively seek out elegant, robust ways to enable our customers to find, acknowledge, and remediate cyber risk. With UpGuard, organisations leverage our security expertise and software to automate what was once laborious, spreadsheet-driven processes–whether it’s monitoring the attack surface of hundreds of vendors or assessing the security of their own infrastructure. UpGuard is used by some of the world’s largest, fastest-growing, and most innovative companies.

Why are we hiring for this role?

Due to continued growth, the Customer Success team is expanding and we require a Success Coach to join our high-performing team to onboard and enable our SME, SMB & Mid-Market 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 Success Coach, you’ll report to the Lead Technical Account Manager, APAC, and work closely with the Customer Success team to design and lead group training sessions to make a direct impact on achieving the customers’ goals. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time. This is an excellent opportunity for someone who is passionate about customer success.

What will you accomplish?

• You will onboard and coach UpGuard’s SME, SMB, & Mid Market customers to ensure they understand how best to use UpGuard effectively to meet their goals
• You will be our customers’ first interaction from the Customer Success team and need to be an absolute rockstar who exemplifies the strength of the “woo” factor
• You will provide resources to your customers, including success plans and customer-specific training sessions, and organize regular check-in calls with your new customers.
• 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 customer’s requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard
• You will lead regular group webinar trainings for your customers with Q&A to address use-case challenges and make relevant recommendations
• You will create content such as recorded videos and guides to educate your customers
• 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
• Working alongside our Technical Account Managers, you will test playbooks and new program ideas to drive customer retention and growth in our SME, SMB, and Mid Market segments
• Advocate for the customer; Provide updates to internal cross-functional partners (Product Management, Product Development, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, and expansion &  cross-sell opportunities

What do we need from you?

• 2+ years experience in customer success, project management, or training
• Experience with supporting and building customer relationships
• Highly organised with the ability to update existing documentation and document new processes
• An understanding of cyber risk management or risk management frameworks
• 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
• High energy and a willingness to learn

What would give you an edge?

• Experience in Customer Success tools, such as GainSight or ChurnZero
• Experience with a CRM, such as Salesforce or HubSpot
• Experience in cyber risk management or risk management
• Understanding of Cyber Security best practices
• Basic/working knowledge of APIs
• Experience conducting training sessions