Director of Customer Success, APAC

Who are we? At UpGuard , we are replacing manual security bottlenecks with AI-driven precision. Fresh off a US$75M Series C, we are scaling our infrastructure to process 100 billion risk signals daily. This isn’t just growth; it’s a total reimagining of how the world manages cyber risk. We build the Cyber Risk Posture Management (CRPM) platform that security teams actually love. By integrating security ratings, threat intel, and agentic AI, we empower organisations to stay ahead of an ever evolving attack surface. We aren’t just building another tool; we’re defining a category. We provide the autonomy to ship world-class technology and the resources to do it at a global scale. Why are we hiring for this role? We’re looking for a Director of Customer Success to join our high-performing team to manage and lead the APAC Customer Success team. As a Director of Customer Success, you'll lead a team consisting of Customer Success Managers primarily based in Australia. What will you do? Proactive thought leadership on customer strategy and roadmap, account governance, and recurring strategic discussions with both customers and internal teams Adoption strategies, delivery plans, and economic models to realise the customer experience at scale Develop account expansion strategies, working with customers to identify areas where we can provide additional services & solutions Be accountable for the onboarding, training, implementation, support, hiring, capacity plans and advocacy for key strategic customer accounts Working in partnership with the Account Management function, increase key CS metrics across the business such as NRR, GRR & NPS Actively monitor & manage customer satisfaction levels, identifying areas for improvement & working with internal teams to implement change. Collaboration with other Segment leadership to drive overall success across the CS organisation, maturing standards, processes, tools & global alignment Drive segment/region strategy, analysis, KPIs and reporting Be able to manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives to multiply impact beyond their portfolios Act as a coach & mentor to the existing team, constantly working to improve the overall Customer Success model and driving change and culture of accountability within the organisation to meet UpGuard and customer business objectives and goals Maintain in-depth knowledge of customers’ business and industry, anticipating and addressing opportunities and issues Define and develop skill development plans and training sessions Establish performance objectives, conduct quarterly and annual performance reviews and support the compensation process Prepare and present regular executive summaries and updates to the leadership team What will you bring? 7+ years of relevant experience in customer success, consulting, software implementation or a combination, with demonstrated success in customer success, SaaS operations, sales, and leadership positions, with a deep understanding of SaaS, Go-To-Market and execution model You understand business metrics and how important it is to keep every customer satisfied, delivering value and growing Strong technical background with the ability to bridge the gap between complex concepts and customer-facing business value Demonstrated ability to identify & pursue opportunities for account expansion & growth Strong project management skills, with experience managing complex consulting projects from inception to completion Prior experience being responsible for account adoption and retention Technical competency and aptitude with software applications, tools, and internal systems Superior written and oral communication skills, you can empathise, earn trust, and influence internal and external stakeholders What will give you an edge? Experienc