Customer Success Enablement Manager

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 were 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.

Why are we hiring for this role?

As our customer base continues to grow, we need a dedicated Customer Success Enablement Manager to join our high-performing team. In this role, you'll report to the Director of Revenue Enablement and work closely with the entire Customer Success (CS) team to optimize processes, drive customer success outcomes, and ensure our team members have the tools, resources, and training they need to excel in their roles.

What will you accomplish?

• Work closely with CS leadership to ensure alignment between enablement efforts and overall team strategy objectives.
• Create and maintain a library of customer success resources, including playbooks, templates, best practices, and training materials. This includes the development of engaging customer-facing content that supports revenue growth and maximizes customer lifetime value.
• Collaborate with cross-functional teams to identify and develop resources and implement best practices to improve team efficiency and effectiveness.
• Develop and implement a comprehensive enablement strategy for the CS team, including onboarding, training, and ongoing skill development.
• Leverage internal data and performance trends to assess the team's performance and skill gaps, implementing targeted training and coaching initiatives to address areas for improvement.
• Monitor and analyze customer success metrics to identify trends, opportunities, and areas for improvement.
• Create and roll-out strategies, frameworks, and playbooks that equip the CS team to better identify, engage in and close upsell, cross-sell, and renewal opportunities.
• Establish and maintain strong relationships with internal and external stakeholders, serving as a trusted advisor and subject matter expert.

What do we need from you?

• Strong project management skills, with a demonstrated ability to manage multiple priorities and workflows in a fast-paced environment.
• 5+ years of experience in customer success, training, enablement, or a related field, with a strong understanding of SaaS, Go-To-Market, and execution models.
• Proven track record of designing and implementing successful enablement programs in a customer success environment.
• Exceptional communication and interpersonal skills, with the ability to build trust and rapport with both internal and external stakeholders.
• Technical competency and aptitude with software applications, tools, and internal systems.

What will give you an edge?

• Experience with Customer Success tools, such as GainSight or ChurnZero.
• Understanding of Cyber Security best practices.
• Experience with a CRM, such as Salesforce or HubSpot.

What’s in it for you?

• Great perks: Health, dental, and vision insurance, monthly wellness and grocery subsidies, WFH set-up allowance, and generous learning and development budget.
• Impact: See the impact of your work on a daily basis, with data and impact available on dashboards you have access to.
• Interesting problems, at scale: Deeply explore the ever-evolving world of cybersecurity, with a platform processing billions of data points daily.
• Learn from industry-leading experts: Our security research has been featured in The New York Times, The New Yorker, The Washington Post, TechCrunch, Bloomberg, Gizmodo, Engadget, Forbes, ZDNet, and The Guardian.
• Generous compensation: The base salary range for this role is between $90,000 and $130,000 + a quarterly bonus. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.
• Rapidly growing user base: Work directly with some of the world’s largest, fastest-growing, and most innovative companies.

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. Apologies.

UpGuard is 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, at this time we can only support hiring in the following US states for this role: CA, OR, WA, and NV.