Director of Customer Success, APAC

Job not on LinkedIn

🔥 1 minute ago

🇦🇺 Australia – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 15%

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UpGuard

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

🔒 Cybersecurity

☁️ SaaS

🤝 B2B

🔥 Funding within the last year

💰 $105M Series C on 2026-02

Cybersecurity • SaaS • B2B

UpGuard is a company that provides a vendor risk management and security platform. The UpGuard Platform focuses on third-party/vendor risk management (TPRM), vendor discovery and onboarding, and AI security/governance (including an AI Security Center and tools to generate AI policy). It markets an AI-powered TPRM SaaS platform and highlights industry recognition (named a Leader in the IDC MarketScape 2026).

📋 Description

• Lead and manage the APAC Customer Success team, consisting primarily of Customer Success Managers based in Australia • Provide thought leadership on customer strategy, roadmap, account governance, and recurring strategic discussions • Develop adoption strategies, delivery plans, and economic models to realise customer experience at scale • Develop account expansion strategies and identify additional services and solutions for customers • Oversee onboarding, training, implementation, support, hiring, capacity planning, and advocacy for strategic customer accounts • Partner with Account Management to increase NRR, GRR, and NPS • Monitor and manage customer satisfaction and implement improvements with internal teams • Collaborate with Segment leadership to mature standards, processes, tools, and global alignment • Drive segment and regional strategy, analysis, KPIs, and reporting • Manage multiple workflows and participate in continuous improvement initiatives • Coach and mentor the team while improving the Customer Success model and accountability culture • Maintain in-depth knowledge of customers' businesses and industries • Define skill-development plans and training sessions • Establish performance objectives, conduct quarterly and annual performance reviews, and support compensation processes • Prepare and present regular executive summaries and updates to leadership

🎯 Requirements

• 7+ years of relevant experience in customer success, consulting, software implementation, SaaS operations, sales, or leadership positions • Deep understanding of SaaS, go-to-market, and execution models • Understanding of business metrics and customer satisfaction, value delivery, and growth • Strong technical background and ability to translate complex concepts into customer-facing business value • Demonstrated ability to identify and pursue account expansion and growth opportunities • Strong project management skills and experience managing complex consulting projects from inception to completion • Prior experience owning account adoption and retention • Technical competency with software applications, tools, and internal systems • Superior written and oral communication skills • Experience with Customer Success tools such as GainSight or ChurnZero is an advantage • Leadership experience in high-growth, technically complex environments is an advantage • Experience with CRM systems such as Salesforce or HubSpot is an advantage • Prior experience owning and running Technical Support and Implementation is an advantage • Proven results increasing NRR/GRR is an advantage • Understanding of cybersecurity best practices is an advantage • Bachelor's Degree in Business, Engineering, Cybersecurity, or a related field is an advantage • National police history check and reference checks required before starting work • Applicants must be legally authorised to work in Australia without requiring company visa sponsorship

🏖️ Benefits

• Monthly Lifestyle subsidy for financial, physical, and mental well-being • WFH set-up allowance • $1500 USD annual Learning & Development allowance • Annual leave plus two additional UpGuardian leave days • 18 weeks paid Parental Leave • Personal Leave Allowance including sick and carer's leave • Fully remote working environment with no compulsory office attendance • Top-spec laptops • Paid subscriptions for generative AI tools

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