Enterprise Customer Success Manager

3 days ago

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UpGuard

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We're on a mission to protect the world's data.

IT Management • Cyber Insurance • Third Party Risk • Cyber Resilience • Cyber Risk

51 - 200

Description

• You will be responsible for driving continuous value for a portfolio of enterprise accounts in all stages of the customer lifecycle. • You will act as a trusted advisor to your customers, meeting regularly with relevant stakeholders and continuing to drive engagement. • You will onboard strategic customers focusing on maximizing value while finding opportunities to increase usage and create long-term value. • You will provide resources to your customers, including success plans, and customer-specific training sessions, and organize regular check-in calls. • 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 & 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.

Benefits

• Health, dental, and vision insurance • 401k • Monthly wellness and grocery subsidies • WFH set-up allowance • Generous learning and development budget