---
title: 'Director of Customer Success, APAC at UpGuard Inc.'
canonical: 'https://feeny.ai/job/director-of-customer-success-apac-upguard-inc-sydney-ers1t7h6sddr'
type: 'job'
last_seen: '2026-09-15'
---

# Director of Customer Success, APAC at UpGuard Inc.

- **Company:** UpGuard Inc.
- **Location:** Sydney, Australia
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-08
- **Last confirmed live:** 2026-09-15
- **Apply:** https://jobs.ashbyhq.com/upguard/adb116f9-ecf8-469b-bed7-7f1a6daadf56

## Job description

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?

- Experience in Customer Success tools, such as GainSight or ChurnZero
- Leadership experience within high-growth, technically complex environments
- Experience with a CRM, such as Salesforce or HubSpot
- Prior experience owning and running Technical Support and Implementation
- Proven results of increasing metrics such as NRR/GRR
- Understanding of Cyber Security best practices
- Bachelor's Degree in Business, Engineering, Cybersecurity, or a related field

What's in it for you?

- Monthly Lifestyle subsidy: Use this for financial, physical, and mental well-being
- 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
- Annual leave: PTO plus two additional UpGuardian leave days to give you 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: While 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.

Please Note: Not all roles can be performed from the United States. Please check your specific job listing to confirm its advertised location. If the role you are applying for is listed as based in the US, we are currently only able to support hiring in the following locations: CA, CO, FL, IL, LA, MA, MD, MO, OR, PA, TX, WA, and 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.

## About UpGuard Inc.

## Company Overview
- **One-liner**: UpGuard is an AI-powered Cyber Risk Posture Management (CRPM) platform that helps organizations monitor, assess, and reduce cybersecurity risks across their vendors, attack surface, and workforce.
- **Entity Type**: Private (Venture-backed, total funding $122.4M)
- **Headquarters**: Mountain View, California, United States (also offices in Sydney and Hobart, Australia)
- **Founded**: 2012
- **Founders**: Daniel Bradbury (Co-Founder & CEO), Mike Baukes (Co-Founder)

## Core Business
- **Primary industry/industries**: Cybersecurity, Risk Management, Third-Party Risk Management
- **Target customers**: B2B – mid-market to enterprise, with strong presence in financial services, technology, and healthcare
- **Mission or purpose statement**: “Protecting the world’s data” and helping companies assess, measure, and reduce cybersecurity risks to make the internet safer

## Products & Services
- **Vendor Risk Management**: Continuous vendor monitoring, 360-degree assessments, and AI-powered workflows for third-party risk.
- **Attack Surface Management**: Real-time visibility into an organization’s digital footprint with threat detection and posture improvement.
- **User Risk Management**: Tools to secure the workforce, track human risk, and enable safe AI adoption.
- **Trust Management (Trust Exchange)**: AI‑driven questionnaire automation and a public Trust Page to accelerate deal closure.
- **Risk Automations**: API‑driven workflows connecting the risk stack for automated discovery, notification, and remediation.
- **Breach Risk**: Breach detection and risk scoring for proactive defense.

All products are part of the unified **Cyber Risk Posture Management (CRPM)** platform.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Total funding of $122.4M across 8 rounds (per LinkedIn). Annual revenue is not publicly reported; the company states it is profitable.
- **Notable Investors/Partners**: Not publicly detailed in available sources; venture-backed.
- **Growth Signals**:
  - Headcount: 293 employees (+28.3% YoY, +82 people)
  - Active job postings: 59 (yearly trend +210.5%)
  - Trusted by 45,000+ companies worldwide, including NYSE, PagerDuty, IAG, and Hopin
  - Recognized as a **Great Place to Work** (97% of employees say it’s a great place to work) and named #69 on Fortune Best Workplaces in the Bay Area™ 2024 (Small and Medium)
  - Cyber research regularly cited by The New York Times, The Wall Street Journal, Forbes, and The Washington Post

## Competitive Advantages
- **Unified CRPM platform** that spans vendor risk, attack surface, and human risk – a single view of cyber posture.
- **Continuous, AI-powered detection and prioritization** – moves beyond point-in-time assessments to real-time risk visibility.
- **Trusted scale** – 45,000+ customers, including well-known enterprises, and a reputation backed by independent media citations.
- **Profitable and venture-backed** – provides financial stability while enabling continued investment in product and talent.

## Strategic Focus
- Building an **AI Risk Operations Center** that connects all risk domains (vendors, attack surface, workforce) into one posture loop.
- Expanding **Human Risk Management** capabilities to help customers adopt AI safely.
- Scaling the global team (remote and office locations) to meet growing demand and take on high-impact projects.
- Accelerating **trust automation** (questionnaires, Trust Pages) to shorten sales cycles and improve customer transparency.

## Why Work Here
- **Great Place to Work Certified** – 97% employee satisfaction rating, with management praised for honesty and ethical practices.
- **Flexible work arrangements** – distributed global team with remote/hybrid options; offices in Mountain View, Sydney, and Hobart.
- **Meaningful benefits** – free lunches, gym reimbursement, health/dental/vision, 401(k) (US employees), and no “fluff” like ping-pong tables.
- **High-impact work** – “bandwidth-constrained” environment means new hires get significant responsibility and autonomy on projects that protect real people’s data.
- **Values-driven culture**: transparency, autonomy, curiosity, and the company mantra “Don’t #!&$ the customer.”
- **Growth trajectory** – profitable, venture-backed, and scaling fast with thousands of customers and a growing engineering and GTM team.

## Sources
1. [UpGuard Homepage](https://www.upguard.com/)
2. [UpGuard About Page](https://www.upguard.com/about)
3. [UpGuard Careers Page](https://www.upguard.com/careers)
4. [Great Place to Work – UpGuard Profile](https://www.greatplacetowork.com/en/certified-company/144000844)
5. [LinkedIn – UpGuard Company Page](https://www.linkedin.com/company/upguard)

## Other roles at UpGuard Inc.

- [Staff Product Security Engineer](https://feeny.ai/job/staff-product-security-engineer-upguard-inc-sydney-z2w9vn8rms2x) — Sydney, Australia
- [Senior Web Developer](https://feeny.ai/job/senior-web-developer-upguard-inc-melbourne-fb97xb98wqrx) — Melbourne, Australia
- [Senior Product Manager](https://feeny.ai/job/senior-product-manager-upguard-inc-melbourne-q9j2ykr0mjwa) — Melbourne, Australia
- [Sales Development Representative (SDR)](https://feeny.ai/job/sales-development-representative-sdr-upguard-inc-sydney-hf7ktkagywv8) — Sydney, Australia
- [Marketing Business Operations Manager](https://feeny.ai/job/marketing-business-operations-manager-upguard-inc-sydney-8n257pt0xryh) — Sydney, Australia
- [Account Manager](https://feeny.ai/job/account-manager-upguard-inc-chicago-dnbnnxzjqbv6) — Chicago, IL
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