VP, Customer Success
Posted 2025-04-06Who are we?
UpGuardâs mission is to protect the worldâs data. We obsessively seek out elegant, robust ways to enable our customers to find, acknowledge, and remediate cyber risk. With UpGuard, organizations leverage our security expertise and software to automate what was once laborious, spreadsheet-driven processesâwhether it's monitoring the attack surface of hundreds of vendors or assessing the security of their own infrastructure. UpGuard is used by some of the worldâs largest, fastest-growing, and most innovative companies.
We have a rapidly growing customer base at UpGuard, but one thing has remained the same, our customers always come first! Our Success team is determined to help solve the needs and challenges that our customers face on a daily basis. We consistently think outside the box to find new ways to help our customers thrive throughout their journeys with UpGuard. Weâre 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 have a commercial mindset to identify opportunities to expand our customer accounts and elevate adoption of our products to new heights.
Where does this role fit in?
Weâre looking for a dynamic VP of Customer Success to elevate and scale our Customer Success team as we enter a new phase of growth.
As VP, Customer Success you will report to the Chief Revenue Officer and be responsible for leading a globally distributed team.
The Customer Success team is responsible for driving adoption and long-term value realization for UpGuardâs customers. The team partners cross-functionally with every part of the company to advocate for our customers and ensure an excellent experience throughout their lifecycle with us.
What will you do?
Elevate UpGuardâs customer success strategy and methodology, build a prescriptive, scalable customer success motion to best support our customers
Develop a comprehensive customer-focused strategy aligned with the companyâs overall objectives. Define clear goals and key performance indicators (KPIs) to measure success at every stage of the customer journey
Own and drive the entire customer lifecycle journey, including onboarding, adoption, expansion, and renewal, by establishing best practices and processes to maximize customer success and satisfaction.
Drive operational excellence and drive customer loyalty across all touchpoints, challenging conventional wisdom in the pursuit of continuous improvement
Collaborate with marketing, sales, product development, and other departments to align customer needs with business objectives. Encourage cross-functional collaboration to deliver seamless customer experiences.
Act as the customer advocate within the organization, ensuring the customerâs voice is heard and considered in decision-making processes.
Build and scale a world-class team: Recruit, develop, and inspire a diverse high-performing customer success team. Foster a culture of excellence, compassion, collaboration, and continuous learning.
What will you bring?
What's in it for you?
Stock Options: share in our future success with stock options
Monthly Lifestyle subsidy: use this for financial, physical and mental wellbeing
WFH set-up allowance: to ensure you have the right environment to work in, we will help you get set-up within your first 3 months at UpGuard
$1500 USD annual Learning & Development allowance: to support your career development all team members will be able to expense development opportunities against this allowance
Generous Annual Leave/PTO allowances: time to recharge your batteries
18 weeks paid Parental Leave: irrespective of parenting role
Personal Leave allowance: this includes sick & carerâs leave
Fully remote working environment: whilst we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance
Top spec hardware: all team members will be provided with top-spec laptops for their role
Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work
Additional Information
UpGuard is a Certified Great Place to Work® in the US, Australia, UK and India, establishing its position as a leading global technology employer. 99% of team members agree that UpGuard is a great place to work, apply now to find out why!
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.
For applications to positions in the United States, please note, 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.Before starting work with us, you will need to undertake a national police history check and reference checks. Also please note that at this time, we cannot support candidates requiring visa sponsorship or relocation.
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