About the Role
Title: Manager, Customer Success
Location: India Remote
Type: Full-time
Workplace: remote
Category: Customer Success Managers Team
Bangalore / Mumbai
Customer Success – Customer Success Managers Team /
Full-time /
Remote
Job Description:
Who are we?
UpGuard’s mission is to protect the world’s 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 processes-whether 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 world’s 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. 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 adoption of our products to new heights.
Where Does This Role Fit In?
We’re seeking a Manager of Customer Success-India to join our high-performing team. Reporting to the regional head of Customer Success, this role will oversee the regional Customer Success team, including Revenue and Success functions. As a leader, you’ll balance managerial duties with direct customer engagement, drive key metrics, and ensure exceptional results for our clients in the region.
What Will You Do?
- Lead the Team: Engage and manage a cross-functional Customer Success team in India, fostering a culture of accountability and collaboration.
- Drive Regional Strategy: Define and execute the region’s strategy, focusing on KPIs, analysis, and reporting to ensure sustained growth and impact.
- Customer Success Management: Oversee onboarding, training, implementation, support, renewals, expansions, hiring, capacity planning, and advocacy for key strategic accounts.
- Enhance Key Metrics: Develop strategies to improve key performance indicators such as NRR (Net Revenue Retention), GRR (Gross Revenue Retention), and NPS (Net Promoter Score).
- Collaborate Cross-Functionally: Partner with other segment leaders and internal teams to drive alignment, mature processes, and ensure global standardization.
- Mentorship and Development: Coach and mentor the team, improving the overall Customer Success model while driving a culture of continuous improvement.
- Proactive Leadership: Provide leadership on customer strategy, account governance, adoption plans, and scalable customer experiences.
- Account Growth: Develop account expansion strategies, working with customers to identify additional service and solution opportunities.
- Customer Satisfaction: Actively monitor customer satisfaction levels, identify areas for improvement, and collaborate with internal teams to implement meaningful changes.
- Performance Management: Establish performance objectives, lead quarterly and annual reviews, and support team career growth through structured development plans.
- Executive Reporting: Prepare and present regular executive summaries and updates to the leadership team, ensuring transparency and alignment.
What Will You Bring?
- Educational Background: Computer Science, Information Technology, or a related field.
- Experience:7+ years of relevant experience in Customer Success, SaaS operations, consulting, or software implementation.
- At least 2 years of managerial experience leading high-performing teams.
- Customer Success Expertise: Proven success in account renewals, expansions, and growth strategies.
- Experience managing a book of business for local customers
- Project Management Skills: Ability to manage complex workflows and deals from inception to completion in fast-paced environments.
- Cybersecurity Knowledge: Strong understanding of cybersecurity concepts, technologies, and best practices.
- Communication: Exceptional verbal and written communication skills in English.
- Team Collaboration: Effective collaborator with cross-functional teams, embodying a team-player ethos.
- Tech-Savvy: Familiarity with tools like ChurnZero, CRMs (e.g., Hubspot), Gong, and collaboration platforms such as Asana, Notion, and Slack.
- Mindset: Highly motivated and inquisitive, committed to personal and professional growth.
What Will Give You an Edge?
- Industry Expertise: Experience in information technology, security, or GRC (Governance, Risk, and Compliance).
- Certifications: CISSP, CISM, CISA, or Security+ are a bonus.
- Technical Background: 1+ years of experience as a Technical or Security Engineer.