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, organizations 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 we’re hiring this role : We’re hiring a Customer Success Strategy & Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team.
You will report into the Chief Customer Officer and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.
What will you accomplish?
Determine the timing and content of touch points for TAMs along the customer journey, to drive optimal adoption and customer value
Coordinate with 1 : Many Communications lead (within CS team) to synchronize email outreaches
Detect early signals of at-risk renewals, design playbooks for TAMs to address them, and provide path to escalation Identify top candidates for upsell Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for TAMs to : Relay customer feedback to the Product team;
Align with the Support team on resolution of major cases and report bugs to the Engineering team; Provide feedback to Sales on the readiness of our customers;
Assist the Onboarding team overcome any delays in implementation
Tier existing customers, assign them to TAMs, re-distribute workload as needed, and forecast hiring needs
Build & drive process, change management, systematic practice and tooling for Customer Success across product lines
Provide materials and data that help TAMs work more effectively
Oversee CS Tool management, including ChurnZero to optimize customer visibility, prioritization, and other programs
Report to executives on past results and renewals and upsell forecasts, e.g. through dashboards and presentations
Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not
Set KPI’s for each team within the Customer Success department
Own and facilitate internal training and development needs
Lead with creative problem solving, and leverage data to drive influence and strategy while thinking of systems holistically
What do we need from you?
3+ years experience of hands-on Customer Success Operations
Strong analytical skills and an interest in working with data - Excel / Google Sheets a must; SQL and / or Looker a plus
Passion for designing processes that scale
Track record of creating and delivering high profile strategic projects within a business, across functions and / or on global teams
Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
Enjoys getting their hands dirty by digging into complex operations
Takes high degree of ownership over their work
Clear communicator with professional presence Able to drive change management, build aligned tooling and develop methods to measure and systemize CS KPIs for internal teams and customers
Strong listening skills; open to input from other team members and departments Ability to lead through influence
Familiar with tools like Gong.io, Hubspot, Intercom, Looker, Pandadoc, ChurnZero and optimization strategies for each
Designing, implementing, and running scalable processes and programs
What's in it for you?
A growing audience to write for : Our content gets read by nearly a million people every year and is growing fast. In addition, our security research has been featured in The New York Times, The New Yorker, The Washington Post, TechCrunch, Bloomberg, Gizmodo, Engadget, Forbes, ZDNet, and The Guardian
Learning opportunity : Learn how world-class marketing, SEO, and SaaS organizations work to a degree you never have before and future-proof yourself
Impact : See the impact of your work on a daily basis, with data and impact available on dashboards you have access to
Work-life balance : No late finishes or unneeded stress, keep your plans with friends and family
Generous compensation : Extremely competitive base salary and equity
Great perks : Free lunch, flexible work arrangements, and gym reimbursement
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 re-location. Apologies.
