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Customer Success Manager

UpGuardSydneySuccess
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Salary
Not listed
Job type
Full-time
Work mode
Remote
Posted
25 Sept 2026
Status
Open · checked 7d ago

About this role

The Customer Success Manager role at UpGuard in Sydney is a full-time, remote position responsible for onboarding and enabling global clients to effectively navigate cyber risk platforms. This opportunity suits detail-oriented professionals with a background in customer management who want to help organizations maximize the value of advanced security technology.

Role Overview

As a Customer Success Manager, the individual reports to the Lead CSM and focuses on analyzing customer pain points to mitigate them using UpGuard technology. The professional works with clients worldwide from initial contact through successful deployment, providing unique insight into major industries and institutions while helping shape product improvements through continuous feedback.

Key Responsibilities

Onboard and manage clients to ensure they achieve their goals utilizing the platform effectively.
Provide tailored resources, including success plans, custom training sessions, and scheduled check-in calls.
Engage users early and often to drive ongoing platform engagement and adoption from day one.
Translate customer requirements by understanding their risk management frameworks to offer customized solution strategies.
Monitor account health metrics and deliver proactive education when users fall short of expected value.
Serve as a customer advocate by sharing feedback, risks, and expansion opportunities with internal Product, Sales, and Marketing teams.

Requirements

At least 2 years of professional background in project management, account management, or customer success.
Familiarity with risk management frameworks or cyber risk management.
Demonstrated ability to build and support client relationships at scale.
Strong organizational skills with the capability to maintain and create process documentation.
High-level written and spoken English proficiency.
Collaborative mindset with the ability to work cross-functionally across multiple internal groups.
Natural curiosity and a strong willingness to learn.

Nice to Have

Background using Customer Success platforms like GainSight or ChurnZero.
Familiarity with CRM systems such as Salesforce or HubSpot.
Prior experience within cyber risk or general risk management.
Knowledge of cybersecurity best practices.
Basic or working familiarity with APIs.
Experience leading client training sessions.

Skills and Tools

Customer success, project management, and account management methodologies.
Risk framework interpretation and client education.
Cross-functional communication and internal advocacy.
Optional familiarity with Salesforce, HubSpot, ChurnZero, GainSight, and APIs.

Salary and Benefits

Monthly lifestyle subsidy supporting financial, mental, and physical well-being.
Work-from-home setup allowance provided during the first three months.
Annual learning and development allowance of $1500 USD.
Paid time off plus two extra UpGuardian recharge days.
18 weeks of paid parental leave regardless of the parenting role.
Personal leave allowance covering sick and carer needs.
Fully remote working environment with optional physical office access in Sydney and Hobart.
Top-spec laptop hardware provided for the job.
Generative AI tool subscriptions for all team members.

About the Company

UpGuard is the cyber risk posture management platform replacing manual bottlenecks with AI-driven precision, recently securing a US$75M Series C funding round. Recognized as a Certified Great Place to Work in Australia, the US, UK, and India, the organization empowers security teams globally by integrating threat intelligence, security ratings, and agentic AI.

How to Apply

Interested candidates should review the listing details and apply directly on the official company careers page.

Questions candidates ask

Is this position remote?

Yes, this role offers a fully remote working environment, though UpGuard maintains physical offices in Sydney and Hobart.

What level of experience is required?

Applicants must bring at least 2 years of experience in customer success, project management, or account management.

What are the primary duties of the Customer Success Manager?

The manager will onboard clients, run customer-specific training, build success plans, monitor account health, translate client risk requirements, and advocate for customers internally.

What professional development support is provided?

UpGuard offers a $1500 USD annual learning and development allowance to support career growth.

Are there any pre-employment checks required?

Yes, candidates must successfully complete a national police history check and reference checks prior to starting work.

Ready to apply?

The application is on the official UpGuard careers page.

Apply on company site