Customer Success Manager; Mountain

Customer Success Manager (Mountain/Central)

UpGuard’s mission is to make life easier for security teams. We create robust solutions that enable customers to identify, assess, and remediate cybersecurity risk across their attack surface, vendor ecosystem, workforce, and trust relationships. Our integrated cyber risk posture management platform combines comprehensive security ratings, instant risk assessments, templated security questionnaires, threat intelligence, and agentic AI to give organizations a holistic view of their risk surface.

We have a rapidly growing customer base, yet our customers always come first. The Success team is determined to help solve the needs and challenges that our customers face on a daily basis. We’re on the lookout for individuals who have a passion for helping others, fixing problems, and building long‑lasting relationships with new customers. You will also bring a commercial mindset to identify opportunities to expand our customer accounts and elevate product adoption.

Due to continued growth, the Customer Success team is expanding and we require a Customer Success Manager to onboard and enable our customers.

• Onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively.
• Provide resources to customers, including success plans, customer‑specific training sessions, and organize regular check‑in calls.
• Engage customers early and frequently to help them get the most out of UpGuard from day one.
• Translate customer requirements by understanding their risk management frameworks to offer a tailored solution.
• Monitor the health of customers and intervene proactively when they are not effectively using UpGuard to achieve expected value.
• Advocate for the customer; provide updates to internal partners (Product, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, and expansion & cross‑sell opportunities.

• 2+ years’ experience in customer success, project management, or account management.
• Located within US Central or Mountain Time zones.
• Experience supporting and building customer relationships at scale.
• Highly organized with the ability to update documentation and create new processes.
• Understanding of cyber risk management or risk management frameworks.
• High proficiency in English, both written and spoken.
• Ability to work cross‑functionally with many internal groups and be a team player.
• Curious and willing to learn.

• Experience with Customer Success tools such as Churn Zero or Gain Sight.
• Experience with a CRM such as Hub Spot or Salesforce.
• Experience in cyber risk management or risk management.
• Understanding of Cyber Security best practices.
• Basic or working knowledge of APIs.
• Experience conducting training sessions.
• Knowledge of Spanish (varied levels of proficiency).

• Monthly Lifestyle subsidy for financial, physical, and mental well‑being.
• WFH set‑up allowance to help you get started.
• $1,500 USD annual Learning & Development allowance.
• Annual leave: PTO plus two additional Up Guardian leave days.
• 18 weeks paid parental leave, irrespective of parenting role.
• Personal Leave Allowance: sick & carer’s leave.
• Fully remote working environment; no mandatory office attendance.
• Top‑spec hardware provided.
• Generative AI subsidy: paid subscriptions to AI tools.
• Health, dental, and vision insurance.

$85,000 – $100,000 per year.

As an Equal Employment Opportunity and affirmative action employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

At this time, we can only support hiring in the following US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, or DC. Applicants requiring visa sponsorship or relocation support are not eligible. National police history checks and reference checks will be required before starting work. We may use AI tools to support parts of the hiring process.