Customer Success Manager

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? Due to continued growth, the Customer Success team is expanding and we require a Customer Success Manager to join our high-performing team to onboard and enable our 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 Customer Success Manager, you'll report to the Head of Customer Success, EMEA, and analyze the causes of your customer’s greatest pain points and work closely to mitigate them using UpGuard technology. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time, and you’ll work with customers around the world, from early contact to successful deployment, gaining constant, and unique, insight into the world's most important industries and institutions. What will you accomplish? You will onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals. You will provide resources to your customers, including success plans, and customer-specific training sessions. You will also organize regular check-in calls. 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 customers’ requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard. 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. Advocate for the customer; Provide updates to internal cross-functional partners (Product, Sales, and Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion, and cross-sell opportunities. What do we need from you? 5+ 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 abi