VP of Customer Success, AMER

UpGuard Inc.•Los Angeles, CA

4d•$220,000 - $240,000•Remote

About The Position

UpGuard is hiring a Vice President of Customer Success to own the Americas customer base end to end and build the regional operating model as the company scales toward $100M+ ARR. The role reports to the Global Vice President, Customer Success and leads two CSM Managers, a Digital CS Manager, 15 CSMs across Principal, Senior and CSM levels, and the Digital CS team. The VP partners with the AMER Account Management leader, with CSMs and Account Managers working in account teams. The role is accountable for regional gross and net retention and requires a leader who has scaled a Customer Success organization through a comparable growth stage, implemented a customer maturity framework, and established a value-based executive business review program. The VP will scale and manage the AMER Customer Success organization, including its capacity model, segmentation, coverage, hiring plan, career paths and performance standards. They will embed a customer maturity framework, set a value-based EBR program, and develop systems that turn customer signals into prioritized next actions using AI and automation. They will own retention and expansion outcomes, renewal forecasting, customer health and at-risk processes, and operate as a revenue executive through metrics, dashboards and operating cadences. The role also collaborates across global CS, RevOps, Product, Support, Engineering and executive leadership, and represents the voice of the customer. UpGuard builds a Cyber Risk Posture Management platform integrating security ratings, threat intelligence and agentic AI. The company describes its environment as fully remote, with physical offices in Sydney and Hobart but no compulsory office attendance. Before starting, candidates must undertake a national police history check and reference checks. Hiring in the United States is limited to CA, CO, FL, IL, MA, MD, MO, OR, PA, TX, WA and DC for roles listed as US-based.

Requirements

12+ years in customer success, account management or post-sale leadership in B2B SaaS, including 5+ years leading managers of CSMs.
Track record of scaling a Customer Success organization through significant growth, including building capacity models, hiring plans, segmentation and management layers.
Hands-on experience designing and implementing a customer maturity framework, with evidence of effects on retention, adoption or expansion.
Hands-on experience building a value-based EBR or QBR program attended and acted upon by customer executives.
Experience building a system that turns customer signals into CSM next-best actions using AI automation for CS plays and account insights, with quantifiable results.
Experience with Customer Success platforms such as ChurnZero or Gainsight, and HubSpot or Salesforce.
Experience running high-touch and digital Customer Success motions together.
Experience running or partnering with CSM and AM account teams with shared renewal and expansion accountability.
Proven ownership of GRR and NRR for a book of $25M+ ARR, with measurable improvement during tenure.
Command of SaaS retention metrics, renewal forecasting and related data; comfortable working directly in dashboards and data models.
Executive presence with customers and internal leadership.

Nice To Haves

Experience in cybersecurity, risk management or GRC software.
Experience building AI agents or LLM-based workflows for customer-facing teams.
Experience running a unified CSM model combining adoption and commercial accountability.
Experience building customer advisory boards or advocacy programs.
Bachelor's degree in Business, Engineering, Cybersecurity or a related field.

Responsibilities

Lead, coach and develop two CSM Managers and a Digital CS Manager, and through them the CSM and Digital CS teams.
Own the AMER Customer Success capacity model, including book sizing, segmentation, coverage ratios, high-touch and digital coverage, and hiring plans.
Define career paths, leveling and performance standards, and conduct quarterly and annual performance reviews and compensation recommendations.
Build a culture of accountability for account health, delivered value and renewal paths.
Design and roll out a customer maturity framework with clear stages and entry criteria.
Connect maturity stages to success plans, engagement motions and product adoption milestones; use maturity data to inform segmentation, health scoring, expansion targeting and the product roadmap.
Establish a value-based executive business review program that quantifies risk reduction, efficiency gains and customer program outcomes.
Set EBR cadence, templates and quality standards by segment, personally leading reviews for strategic accounts, and use EBRs to build executive relationships, secure renewals and identify expansion.
Build systems that turn customer signals—including product usage, health scores, Gong conversations, support activity and champion changes—into prioritized next actions for CSMs.
Use AI automation to run CS plays at scale, generate account insights and prepare CSMs and AMs for renewals, EBRs and expansion conversations; measure and improve the effectiveness of those plays.
Extend signal-to-action processes to Digital CS for timely, automated engagement with lower-touch accounts.
Own AMER GRR and NRR targets and renewal forecast accuracy from the CSM perspective.
Drive adoption, customer health and clear adoption milestones across customer books.
Ensure the team identifies upsell and growth opportunities and passes them to Account Management as CSQLs; track CSQL volume, conversion and pipeline value.
Partner with AMER Account Management on account plans, renewals, expansion and new product attach across the installed base.
Run an at-risk process covering early detection, documented save plans, executive escalation and post-loss reviews.
Monitor NPS, CSAT and health data, working with Product, Support and Engineering to address churn drivers.
Define regional KPIs, dashboards and operating cadence, and present performance updates and executive summaries to revenue leadership.
Partner with RevOps to improve CS tooling and data, including HubSpot, ChurnZero and Gong.
Collaborate with CS leaders in APAC, EMEA and India to standardize global processes, playbooks and tooling.
Represent the customer voice to Product and executive leadership, including through customer advisory boards.