Enterprise Customer Success Manager

7 days ago

Chicago, Illinois, United States UpGuard Full time
About the Role

We are seeking a highly motivated and experienced Enterprise Customer Success Manager to join our team at UpGuard. As an Enterprise Customer Success Manager, you will be responsible for driving continuous value for a portfolio of enterprise accounts in all stages of the customer lifecycle.

Key Responsibilities
  • Act as a trusted advisor to your customers, meeting regularly with relevant stakeholders and continuing to drive engagement.
  • Onboard strategic customers focusing on maximizing value while finding opportunities to increase usage and create long-term value.
  • Provide resources to your customers, including success plans, and customer-specific training sessions, and organize regular check-in calls.
  • Translate your customers' requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard.
  • Monitor the health of your customers and intervene with proactive education when customers are not effectively using UpGuard to achieve the value they expected.
  • Advocate for the customer; provide updates to internal cross-functional partners (Product, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion & cross-sell opportunities.
  • Drive customer satisfaction, product adoption, and ultimately, increase the lifetime customer value of your assigned customers.
  • Develop strategic account plans that clearly articulate the customer's business, their goals, and how UpGuard can play into their success.
  • Engage and collaborate in a fast-moving global team, contributing to ongoing improvements.
Requirements
  • 4+ years' experience in customer success, and account management working with or for enterprise organizations.
  • Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels.
  • Experience with supporting, building & maintaining customer relationships.
  • Highly organized with the ability to update existing documentation and document new processes.
  • Proven success in owning growth and revenue for a book of business including the end-to-end renewal process.
  • An understanding of cyber risk management or risk management frameworks.
  • Experience navigating large and complex organizations to multithread and uncover opportunities for expansion.
  • 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.
  • Can translate complex ideas to a variety of audiences.
  • Ability to work with multiple teams, stakeholders, and subsidiaries within an organization.
  • High energy and a willingness to learn.
  • Self-motivated, independent, and organized.
What We Offer
  • Rapidly growing user base: Work directly with some of the world's largest, fastest-growing, and most innovative companies.
  • Interesting problems, at scale: Deeply explore the ever-evolving world of cybersecurity, with a platform processing billions of data points daily.
  • Learn from industry-leading experts: 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.
  • Impact: See the impact of your work on a daily basis, with data and impact available on dashboards you have access to.
  • Generous compensation: The base salary range for this role is between $85,000 and $105,000 plus a quarterly bonus. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.
  • Great perks: Health, dental, and vision insurance, 401k, monthly wellness and grocery subsidies, WFH set-up allowance, generous learning and development budget.

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