Customer Lifecycle Enablement Manager

UpGuard•Seattle, CA

6d•$120,000 - $150,000•Remote

About The Position

Who are we? 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. What do we need from?

Requirements

5+ years of experience in Customer Success Enablement, Lifecycle Program Management, or direct CS/AM Leadership within a B2B SaaS environment.
Lifecycle mastery: Deep understanding of the post-sales customer journey, with specific expertise in optimizing onboarding, adoption, value realization, and renewal phases.
Framework design: Proven track record of architecting and deploying scalable frameworks (e.g., success plans, risk mitigation, EBRs) that drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).
Content strategy: Strong content creation skills, capable of building high-impact playbooks, templates, and "value storytelling" assets that help CSMs articulate ROI.
Program execution: Demonstrated success in building structured enablement programs—from certification paths to ongoing skill reinforcement—that result in measurable behavior change.
Analytical mindset: Data-informed approach to enablement; ability to interpret health scores, churn data, and usage signals to identify skill gaps and prioritize initiatives.
Facilitation excellence: Skilled facilitator confident in delivering training to diverse post-sales roles, capable of simplifying complex retention strategies into actionable steps.

Nice To Haves

Cross-functional influence: Ability to influence without authority, effectively partnering with RevOps, Product, Sales, and CS Leadership to drive change management.
Strategic & structured: A collaborative builder who can balance high-level lifecycle strategy with the operational rigor required to execute complex programs.
Business acumen: Strong commercial awareness, understanding how technical adoption translates into business value and renewal security.

Responsibilities

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.

Benefits

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: 6 weeks 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
Health Insurance: Health, dental, and vision insurance