About this role
UpGuard is seeking a Director of Customer Success to lead and manage its APAC customer success operations based in Sydney with remote flexibility. This leadership position is ideal for an experienced professional looking to drive customer strategy, team mentorship, and metric growth within a fast-paced cybersecurity technology environment.
Role Overview
As the Director of Customer Success, the individual will spearhead the regional team consisting primarily of Customer Success Managers in Australia. Responsibilities include providing proactive thought leadership on customer roadmaps, handling onboarding and implementation, and collaborating with internal departments to elevate customer satisfaction and key metrics like NRR, GRR, and NPS. The role involves managing multiple workflows, establishing performance objectives, coaching team members, and presenting executive summaries to leadership.
Key Responsibilities
Requirements
Nice to Have
Skills and Tools
Salary and Benefits
About the Company
UpGuard replaces manual security bottlenecks with AI-driven precision through its Cyber Risk Posture Management platform. Backed by a recent Series C funding round, the organization scales its infrastructure to handle billions of daily risk signals. Recognized as a Certified Great Place to Work across multiple countries, the company offers autonomy, global scale, and resources to build top-tier technology.
How to Apply
Interested candidates should visit the official UpGuard careers page to submit an application and complete required background screening checks.
Questions candidates ask
Where is this job located?
The role is based in Sydney, Australia, with a fully remote working environment and optional access to physical offices in Sydney and Hobart.
How many years of experience are required?
Candidates must have 7+ years of relevant experience in customer success, consulting, software implementation, or a combination of these areas.
What benefits and allowances are offered?
Employees receive a monthly lifestyle subsidy, a WFH setup allowance, a $1,500 USD annual learning and development allowance, 18 weeks of paid parental leave, personal leave, top-spec hardware, and a generative AI tool subsidy.
What are the primary metrics the Director of Customer Success will manage?
The director will be accountable for increasing key customer success metrics including Net Retention Rate (NRR), Gross Retention Rate (GRR), and Net Promoter Score (NPS).
How can I apply for this position?
You can apply by visiting the official UpGuard careers page.