VP, Customer Success

Company: UpGuard
Location: Denver
Posted on: February 16, 2025

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 looking for a dynamic VP of Customer Success to elevate and scale our Customer Success team as we enter a new phase of growth.As VP, Customer Success you will report to the Chief Revenue Officer and be responsible for leading a globally distributed team. The Customer Success team is responsible for driving adoption and long-term value realization for UpGuard's customers. The team partners cross-functionally with every part of the company to advocate for our customers and ensure an excellent experience throughout their lifecycle with us.What will you do?

• Elevate UpGuard's customer success strategy and methodology, build a prescriptive, scalable customer success motion to best support our customers.
• Develop a comprehensive customer-focused strategy aligned with the company's overall objectives. Define clear goals and key performance indicators (KPIs) to measure success at every stage of the customer journey.
• Own and drive the entire customer lifecycle journey, including onboarding, adoption, expansion, and renewal, by establishing best practices and processes to maximize customer success and satisfaction.
• Drive operational excellence and customer loyalty across all touchpoints, challenging conventional wisdom in the pursuit of continuous improvement.
• Collaborate with marketing, sales, product development, and other departments to align customer needs with business objectives. Encourage cross-functional collaboration to deliver seamless customer experiences.
• Act as the customer advocate within the organization, ensuring the customer's voice is heard and considered in decision-making processes.
• Build and scale a world-class team: Recruit, develop, and inspire a diverse high-performing customer success team. Foster a culture of excellence, compassion, collaboration, and continuous learning.What will you bring?
  • Our ideal candidate has experience helping build a new market category with revenue streams of a growth-stage business from $75M to $250M ARR and beyond.
  • 5+ years of experience leading Customer Success teams in a senior management role with a global footprint (Director or above).
  • 10+ years in Customer Success or a customer leadership role within a fast-growing B2B SaaS organization.
  • Technical background, ideally with experience in cybersecurity, risk, compliance, or information technology.
  • Strong operational discipline with a proven track record of leading teams to achieve key performance metrics.
  • Demonstrated commercial expertise with a history of exceeding revenue targets.
  • Results-driven with the ability to connect proactive customer strategies to measurable ROI.
  • Expertise in delivering strategic value to customers and driving revenue growth in partnership with Sales.
  • Proven ability to collaborate cross-functionally to define the ideal customer journey, value delivery, success metrics, and operational models.
  • Strong analytical skills with confidence in making data-driven decisions.
  • Experience building and scaling digital programs, customer education initiatives, and professional services.
  • Success in growing and scaling international teams while navigating diverse cultural and market dynamics, combined with fostering a high-performance culture.
  • Ability to operate at both a strategic and tactical level, seamlessly transitioning between big-picture vision and hands-on execution when needed.What's in it for you?
    • Stock Options: share in our future success with stock options.
    • Monthly Lifestyle subsidy: use this for financial, physical and mental wellbeing.
    • WFH set-up allowance: to ensure you have the right environment to work in, we will help you get set-up within your first 3 months at UpGuard.
    • $1500 USD annual Learning & Development allowance: to support your career development all team members will be able to expense development opportunities against this allowance.
    • Generous Annual Leave/PTO allowances: time to recharge your batteries.
    • 18 weeks paid Parental Leave: irrespective of parenting role.
    • Personal Leave allowance: this includes sick & carer's leave.
    • Fully remote working environment: whilst we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance.
    • Top spec hardware: all team members will be provided with top-spec laptops for their role.
    • Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work.UpGuard is a Certified Great Place to Work in the US, Australia, UK and India, establishing its position as a leading global technology employer. 99% of team members agree that UpGuard is a great place to work, apply now to find out why!As an 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.For applications to positions in the United States, please note, at this time we can only support hiring in the following US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, or DC.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.
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Keywords: UpGuard, Denver , VP, Customer Success, Executive , Denver, Colorado