Upguard10d ago

Digital Customer Success Manager

Manila,ManilaRemoteFull-timemid

Customer SuccessDigital Customer Success Manager

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Quick Summary

Overview

Who are we? At UpGuard, we are replacing manual security bottlenecks with AI-driven precision. Fresh off a US$75M Series C, we are scaling our infrastructure to process 100 billion risk signals daily.

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Customer SuccessDigital Customer Success Manager

Who are we?

At UpGuard, we are replacing manual security bottlenecks with AI-driven precision. Fresh off a US$75M Series C, we are scaling our infrastructure to process 100 billion risk signals daily. This isn’t just growth; it’s a total reimagining of how the world manages cyber risk.

We build the Cyber Risk Posture Management (CRPM) platform that security teams actually love. By integrating security ratings, threat intel, and agentic AI, we empower organisations to stay ahead of an ever evolving attack surface.

We aren’t just building another tool; we’re defining a category. We provide the autonomy to ship world-class technology and the resources to do it at a global scale.

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. 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 have a commercial mindset to identify opportunities to expand our customer accounts and elevate the adoption of our products to new heights.

Why are we hiring for this role?

As our Digital CSM for the APAC region, you will be the driving force behind a high-volume, tech-touch ecosystem designed to empower our customers at scale. We aren't looking for a traditional account manager; we need a data-driven strategist who can take our global digital framework and turn it into a high-performance engine for the Asia-Pacific market. You will own the end-to-end customer journey, from automated onboarding to proactive retention, using playbooks and data triggers to ensure every customer realizes maximum value. By blending execution-focused automation with "boots on the ground" regional insights, you will bridge the gap between global strategy and local success, directly influencing how we evolve our digital programs worldwide.

Lifecycle Management: Execute automated customer journeys from onboarding to renewal using HubSpot, in-app messaging, and email campaigns to accelerate time to value.

Account Management (AM): Manage the full renewal lifecycle and drive upsell opportunities within the APAC digital portfolio to achieve NRR and GRR targets.

Customer Success Management (CSM): Scale platform adoption and feature usage through digital engagement methods, including one-to-many webinars and automated training sessions.

Risk Mitigation: Monitor customer health scores and engagement data to proactively intervene with targeted digital resources or high-value touches to reduce churn.

Regional Implementation: Deploy and test localized automation workflows and engagement playbooks to ensure effectiveness for the APAC market.

Metrics Reporting and Cohort Analysis: Track key performance indicators such as NRR, Churn, Adoption Rate, and TTV, providing data-driven recommendations for journey improvements.

Feedback and Cross-Functional Collaboration: Partner with RevOps, Program Builders, and Product teams to address customer friction and align with regional Sales and Marketing on cohesive lifecycle campaigns.

Experience: 3–5 years in Customer Success or Account Management, featuring a proven track record of managing high-volume portfolios via digital-first strategies and a strong commercial mindset.

Execution Mindset: Highly organized approach to managing large-scale portfolios while maintaining a high-quality customer experience.

Analytical Proficiency: Skilled in interpreting large datasets, customer health signals, and usage metrics to segment cohorts and drive daily task prioritization.

Technical Familiarity: Proficient with CRM and automation platforms (e.g., HubSpot) to manage task workflows, trigger-based communications, and health tracking.

Communication: Exceptional verbal and written English skills, with a knack for simplifying complex concepts for customers and delivering actionable feedback to internal stakeholders.

Technical Expertise: Strong professional background in cybersecurity or a technical field, with the ability to translate complex technical concepts into actionable customer success strategies.

Foundational Experience: Prior experience operating in a "ground-up" environment, demonstrating the resilience and strategic thinking needed to establish new, scalable processes from scratch.

Innovation & Problem-Solving: Proven track record of designing creative digital solutions to address evolving customer needs within a fast-paced, high-growth setting.

Monthly Lifestyle subsidy: Use this for financial, physical, and mental well-being

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

Annual leave: PTO plus two additional UpGuardian leave days to give you time to recharge your batteries.

18 weeks paid Parental Leave: Irrespective of parenting role

Personal Leave Allowance: This includes sick & carer’s leave

Fully remote working environment: While 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

Health Insurance: Health, dental, and vision insurance