Digital 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. At UpGuard, our Sales team continues to be the engine of our growth, moving beyond simple transactions to become trusted architects of digital resilience. In an era where third-party risk is more complex than ever, we maintain a highly collaborative, consultative culture that puts the customer’s security posture above all else. Following a record-breaking 2025 where we shattered revenue targets and expanded our global footprint, we are entering 2026 with even greater momentum. We are seeking high-energy individuals who thrive in a fast-paced, AI-augmented sales environment. If you are hungry to sharpen your craft, possess a relentless desire to win, and want to sell a platform that is actively neutralising global cyber threats, we want to talk to you. 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. What will you do? - - 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. What will you bring? - - Experience: 3–5 years in Customer Success or Account Management, featuring a proven track record of managing high-volume portfolios via digital-first…