Customer Success Manager

✨ What you’ll be working on

UpGuard is hiring a remote Customer Success Manager in India to work with customers across onboarding, product adoption, account health, and long-term success. You’ll help customers understand how to use UpGuard well, support them with training and success planning, and work closely with internal teams to make sure customer feedback, risks, and growth opportunities don’t get lost.

This role makes sense for someone who already has experience in customer success, account management, project management, SaaS onboarding, or customer relationship roles, especially if you’re comfortable handling multiple accounts and want to work in the cyber risk / cybersecurity space.

About UpGuard

UpGuard is a cybersecurity company focused on helping organisations understand and manage cyber risk more effectively. The company’s platform combines security ratings, threat intelligence, and AI-driven cyber risk insights to help teams stay ahead of risks across their attack surface.

The broader pitch from UpGuard is clear: they’re growing quickly, investing heavily in AI and cyber risk infrastructure, and trying to build a category-defining product instead of just another security tool. For someone who wants to work in a fast-moving SaaS environment with a security angle, that’s a pretty relevant part of the story.

What this role is really about

As a Customer Success Manager, your job is to help customers get value from UpGuard from the moment they start using it and keep that momentum going over time.

That means you’ll onboard new customers, train them on the platform, understand what they’re trying to achieve, and help them use UpGuard in a way that actually fits their risk management needs. You’ll also keep an eye on account health, look for signs that a customer is underusing the platform or not seeing enough value, and step in early before small issues become bigger retention problems.

This isn’t just a “check in every few months” kind of customer success role. It sits in the middle of:

• customer onboarding
• adoption and enablement
• customer relationship management
• risk reduction / retention support
• commercial growth opportunities

So if you like being part educator, part problem-solver, part account partner, and part internal customer advocate, this role has a good mix of all of that.

What you’ll be working on

In simple terms, your job is to make sure UpGuard customers don’t just buy the platform they actually use it well, understand how it fits their workflow, and keep seeing value from it over time.

You’ll guide customers through onboarding, build customer-specific success plans, run training and check-in calls, and help them connect UpGuard’s product capabilities to their own cyber risk or risk management goals. You’ll also monitor customer health, identify gaps in usage or adoption, and work with internal teams when there’s a risk, a product issue, or a chance to expand the account.

This role sits in the middle of customer success + onboarding + product adoption + account growth + cyber risk enablement.

What you’ll be doing

Here’s what the day-to-day work will likely look like:

• Onboard new UpGuard customers and help them understand how to use the platform effectively
• Build and manage customer success plans based on each customer’s goals, use cases, and risk management needs
• Run customer-specific training sessions and regular check-in calls
• Stay engaged with customers early and often so they start strong and keep using the platform well over time
• Monitor customer health and step in proactively if usage drops, adoption slows, or customers aren’t seeing the value they expected
• Understand customer pain points and help map UpGuard’s product to their risk management workflows
• Translate customer requirements into practical guidance on how they can use UpGuard more effectively
• Share customer feedback, concerns, risks, and strategic insights with internal teams like Product, Sales, and Marketing
• Help identify opportunities for account growth, expansion, or cross-sell when it makes sense for the customer
• Keep documentation updated and contribute to internal process improvement where needed
• Work cross-functionally with internal teams to create a smoother customer experience
• Travel within India when needed for customer meetings or support, with travel expected up to 20% of the time

What UpGuard is looking for

UpGuard is looking for someone who can balance customer relationships, product understanding, and structured account management without losing the human side of the work.

You’ll likely be a good fit if you have:

• 2+ years of experience in Customer Success, Account Management, or Project Management
• Experience supporting customers and building strong relationships at scale
• Strong communication skills in spoken and written English
• The ability to listen carefully, explain clearly, and guide customers in a credible way
• A high level of organisation, including the ability to update documentation and keep processes tidy
• Comfort working across multiple internal teams and handling cross-functional collaboration
• A curious, proactive attitude and willingness to learn
• The ability to manage a portfolio of customers in India
• Some understanding of cyber risk management, cybersecurity, or risk management frameworks would be especially helpful

What would give you an edge

You may stand out more if you also have:

• Experience with HubSpot, Salesforce, or another CRM
• Experience using customer success tools like ChurnZero or Gainsight
• Experience in cyber risk management, cybersecurity, or risk management
• Familiarity with cybersecurity best practices
• Basic or working knowledge of APIs
• Experience running customer training sessions or enablement programs

Why this role stands out

A lot of customer success jobs are basically support jobs with a nicer title. This one has a bit more substance to it.

You’re not only reacting to customer issues after they happen. You’re helping customers get set up properly, understand how the product fits their security workflows, and continue seeing value from it over time. You’re also feeding customer insight back into the business, helping shape product conversations, and spotting expansion opportunities when they’re genuinely useful.

It’s also a good option if you want to move deeper into B2B SaaS customer success with a cybersecurity angle, because you’ll be learning not just how to manage accounts, but how customers think about cyber risk, security posture, and internal risk frameworks.

Benefits at UpGuard

UpGuard offers a remote-first benefits package with a strong focus on flexibility, development, and day-to-day support.

Benefits include

• Monthly lifestyle subsidy for financial, physical, and mental well-being
• WFH setup allowance to help you build a comfortable home workspace
• $1500 USD annual learning and development allowance
• Paid time off plus two additional UpGuardian leave days
• 18 weeks paid parental leave
• Personal leave allowance, including sick and carer’s leave
• Fully remote working environment
• Top-spec laptop / hardware
• Generative AI tool subsidy for work support

UpGuard also highlights that it has been certified as a Great Place to Work in multiple countries, including India.

Work setup

This role is remote in India, with flexibility around where you’re based, but there is also some travel involved.

According to the listing:

• The role can be based around Mumbai, Delhi, Noida, or Gurugram
• You should be comfortable covering a customer book of business in India
• Travel is expected for around 20% of the time, including within your city and to other cities in India

So while this is definitely remote, it’s not a “never leave your desk” kind of remote role. It’s better to think of it as remote with customer-facing travel when needed.