Customer Lifecycle Enablement Manager

UpGuard’s mission is to make life easier for security teams. We meticulously create robust solutions that enable our customers to identify, assess, and remediate cybersecurity risk across their attack surface, vendor ecosystem, workforce, and trust relationships. Our integrated cyber risk posture management platform combines comprehensive security ratings, instant risk assessments, templated security questionnaires, threat intelligence capabilities, and agentic AI to give organizations a holistic view of their risk surface.

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.

What will you accomplish?

Journey Mapping: Define execution standards and create lifecycle maps (customized by segment) across the full customer journey: Onboarding Adoption Maturity

• • Renewal.
  • Competency Development: Build role-based readiness pathways and certification programs for CSMs and AMs.
  • Value Realization: Build adoption frameworks, maturity models, and customer success plans. Create templates and storytelling frameworks that help teams articulate value to customers.
  • Handoff Excellence: Partner with Sales Leadership to define and enforce clear handoff standards, ensuring smooth transitions from Sales to CS.
  • Risk Frameworks: Partner with RevOps to define risk indicators and churn patterns; develop frameworks for early risk identification and mitigation.
  • Renewal Playbooks: Build playbooks focused on value-based renewal motions and train AMs/CSMs on navigating renewal cycle communications.
  • Data Fluency: Train teams to interpret usage data, health scores, and customer signals to proactively manage account health.
  • EBR Ownership: Own the Executive Business Review (EBR) program end-to-end, including structure, templates, standards, and certification.
  • Executive Storytelling: Train CSMs and AMs to deliver executive-ready, outcome-focused EBRs that showcase measurable impact rather than just usage stats.
  • Value Translation: Partner with Product & PMM to translate technical functionality into customer value outcomes; incorporate feature readiness into lifecycle playbooks.
  • Adoption Motions: Leverage product knowledge to build value-led, non-commercial motions that drive multi-product adoption and breadth of usage.
  • Customer Education Alignment: Align with the Customer Education team to ensure self-serve assets and onboarding materials complement the rep-led motion.
  • Collaborating with CS/AM leadership to reinforce lifecycle expectations and partnering with Enablement Ops for content governance.

$120,000 - $150,000 a year

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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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.