Director of Customer Success, APAC

Job not on LinkedIn

🕒 4 days ago

🇦🇺 Australia – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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UpGuard

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Founded 2012

💼 Consulting

🛡️ Insurance

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Consulting • Insurance • Healthcare

UpGuard is a comprehensive third-party risk and attack surface management platform. The company provides solutions for vendor risk management, including features like automated risk assessments, security ratings, and data leak detection. UpGuard's platform integrates AI to enhance security questionnaires and provides real-time alerts, ensuring continuous monitoring and complete visibility of security postures. Its services are utilized by industries such as financial services, technology, and healthcare to secure customer data and streamline trust management process with advanced cybersecurity tools.

📋 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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