客户成功主管（亚太区）
Director of Customer Success (APAC)
### **我们是谁？**
在 UpGuard，我们正在用人工智能驱动的精准性取代手动的安全瓶颈。刚刚完成 7500 万美元 C 轮融资后，我们正在扩展基础设施，以每天处理 1000 亿个风险信号。这不仅仅是增长；而是对全球管理网络风险方式的彻底重新定义。
我们打造了网络安全态势管理（CRPM）平台，这是安全团队真正喜爱的平台。通过整合安全评级、威胁情报和代理型 AI，我们使组织能够领先于不断变化的攻击面。
我们不仅仅是在打造另一个工具；我们正在定义一个新类别。我们提供自主开发世界级技术的能力以及在全球范围内实现这一目标的资源。
## **为什么我们要招聘这个职位？**
我们正在寻找一位客户成功总监加入我们高绩效的团队，负责并领导亚太区客户成功团队。作为客户成功总监，您将领导一个主要位于澳大利亚的客户成功经理团队。
## **您将做什么？**
- 在客户战略和路线图、账户治理以及与客户和内部团队的定期战略讨论中发挥主动的领导作用
- 制定采用策略、交付计划和经济模型，以实现大规模的客户体验
- 制定账户扩展策略，与客户合作，识别我们可以提供额外服务和解决方案的领域
- 对关键战略客户账户的入职、培训、实施、支持、招聘、容量计划和倡导负责
- 与客户经理职能合作，提升整个业务的关键客户成功指标，如 NRR、GRR 和 NPS
- 积极监控和管理客户满意度水平，识别改进领域，并与内部团队合作实施变更
- 与其他部门领导合作，推动客户成功组织的整体成功，成熟化标准、流程、工具和全球一致性
- 推动部门/区域战略、分析、KPI 和报告
- 能够在快节奏的工作环境中管理多个工作流程，并积极参与持续改进计划，以扩大其组合之外的影响
- 作为教练和导师，对现有团队进行指导，不断改进整体客户成功模式，并推动组织内问责文化的变革和文化，以满足 UpGuard 和客户的业务目标和目标
- 维护在...
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### **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.
## **Why are we hiring for this role?**
We’re looking for a Director of Customer Success to join our high-performing team to manage and lead the APAC Customer Success team. As a Director of Customer Success, you'll lead a team consisting of Customer Success Managers primarily based in Australia.
## **What will you do?**
- Proactive thought leadership on customer strategy and roadmap, account governance, and recurring strategic discussions with both customers and internal teams
- Adoption strategies, delivery plans, and economic models to realise the customer experience at scale
- Develop account expansion strategies, working with customers to identify areas where we can provide additional services & solutions
- Be accountable for the onboarding, training, implementation, support, hiring, capacity plans and advocacy for key strategic customer accounts
- Working in partnership with the Account Management function, increase key CS metrics across the business such as NRR, GRR & NPS
- Actively monitor & manage customer satisfaction levels, identifying areas for improvement & working with internal teams to implement change.
- Collaboration with other Segment leadership to drive overall success across the CS organisation, maturing standards, processes, tools & global alignment
- Drive segment/region strategy, analysis, KPIs and reporting
- Be able to manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives to multiply impact beyond their portfolios
- Act as a coach & mentor to the existing team, constantly working to improve the overall Customer Success model and driving change and culture of accountability within the organisation to meet UpGuard and customer business objectives and goals
- Maintain in-depth knowledge of customers’ business and industry, anticipating and addressing opportunities and issues
- Define and develop skill development plans and training sessions
- Establish performance objectives, conduct quarterly and annual performance reviews and support the compensation process
- Prepare and present regular executive summaries and updates to the leadership team
## **What will you bring?**
- 7+ years of relevant experience in customer success, consulting, software implementation or a combination, with demonstrated success in customer success, SaaS operations, sales, and leadership positions, with a deep understanding of SaaS, Go-To-Market and execution model
- You understand business metrics and how important it is to keep every customer satisfied, delivering value and growing
- Strong technical background with the ability to bridge the gap between complex concepts and customer-facing business value
- Demonstrated ability to identify & pursue opportunities for account expansion & growth
- Strong project management skills, with experience managing complex consulting projects from inception to completion
- Prior experience being responsible for account adoption and retention
- Technical competency and aptitude with software applications, tools, and internal systems
- Superior written and oral communication skills, you can empathise, earn trust, and influence internal and external stakeholders
## **What will give you an edge?**
- Experience in Customer Success tools, such as GainSight or ChurnZero
- Leadership experience within high-growth, technically complex environments
- Experience with a CRM, such as Salesforce or HubSpot
- Prior experience owning and running Technical Support and Implementation
- Proven results of increasing metrics such as NRR/GRR
- Understanding of Cyber Security best practices
- Bachelor's Degree in Business, Engineering, Cybersecurity, or a related field
## What's in it for you?
- **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
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.
**Please Note:** Not all roles can be performed from the United States. Please check your specific job listing to confirm its advertised location. If the role you are applying for is listed as based in the US, we are currently only able to support hiring in the following locations: CA, CO, FL, IL, LA, MA, MD, MO, OR, PA, TX, WA, and 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.