VP of Customer Success, AMER

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?

UpGuard is scaling toward $100M+ ARR, and the Americas is our largest region. We are hiring a Vice President of Customer Success to own the AMER customer base end to end and to build the operating model that carries it through that growth.

You will report to the Global Vice President, Customer Success and lead an organization of two CSM Managers, a Digital CS Manager and their teams. Each CSM works in an account team with an Account Manager, and you will run that model with the AMER Account Management leader. You will be the senior post-sale leader for the region, accountable for gross and net retention.

This is a builder's role. We need a leader who has already scaled a Customer Success organization through a comparable growth stage and has personally driven the implementation of a customer maturity framework and a value-based executive business review program.

What will you do?

Lead and scale the AMER Customer Success organization

Lead, coach and develop two CSM Managers and a Digital CS Manager, and through them 15 CSMs across the Principal, Senior and CSM levels and the Digital CS team

Own the AMER CS capacity model, including book sizing, segmentation, coverage ratios and the split between high-touch and digital coverage, and build the hiring plan that scales the team as ARR grows

Define career paths, leveling and performance standards across the CSM ladder, and run quarterly and annual performance reviews and compensation recommendations for your organization

Build a culture of accountability where every CSM knows the health, value delivered and renewal path of every account in their book

Build and embed a customer maturity framework

Design and roll out a customer maturity framework that defines the stages a customer moves through, from initial adoption to fully embedded risk program, with clear entry criteria for each stage

Tie maturity stages to success plans, engagement motions and product adoption milestones so CSMs know the next best action for every account

Use maturity data to inform segmentation, health scoring, expansion targeting and the product roadmap

Make value-based EBRs the standard

Establish a value-based executive business review program that quantifies risk reduction, efficiency gains and program outcomes for each customer's executive sponsor

Set the EBR cadence, template and quality bar by segment, and personally lead EBRs with the region's most strategic accounts

Use EBRs to multi-thread into the executive level, secure renewals early and surface expansion opportunities

Turn customer signals into next best actions with AI

Build the system that takes customer signals, including product usage, health scores, Gong conversations, support activity and champion changes, and turns them into a prioritized next best action for each CSM