Director, Customer Experience & Education

Who are we?

UpGuard’s mission is to protect the world’s data. We obsessively seek out elegant, robust ways to enable our customers to find, acknowledge, and remediate cyber risk. With UpGuard, organizations leverage our security expertise and software to automate what was once laborious, spreadsheet-driven processes–whether it's monitoring the attack surface of hundreds of vendors or assessing the security of their own infrastructure. UpGuard is used by some of the world’s largest, fastest-growing, and most innovative companies. 

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. 

Where does this role fit in?

We seek a customer-driven Director of Customer Experience & Education to lead the development and execution of our self-service and customer education function. This role will create a scalable, customer-centric self-service model and robust education programs that empower customers to get the most out of our products. You will also own strategic initiatives that enhance the customer experience, aligning closely with Product, Sales, and Customer Success teams to ensure a seamless and effective delivery of customer solutions.

• Ownership of Self-Service Implementation: You will own the design, implementation, and continuous improvement of our self-service platform, which enables customers to resolve issues independently, find answers, and maximize product usage without requiring direct support. You will develop the vision for self-service and identify opportunities for automation, customer engagement, and customer success.
• Build & Scale Customer Education Programs: Lead the development and scaling of comprehensive customer education programs, including product tutorials, training materials, webinars, and certification paths. These programs will drive product adoption, minimize customer pain points, and improve customer experience.
• Program & Project Management for Self-Service and Education: Manage and oversee end-to-end programs and projects focused on expanding and optimizing the self-service and customer education functions. Track progress against key deliverables and ensure initiatives are timely, within budget, and aligned with company objectives.
• Voice of Customer (VOC) Integration: Act as the champion of the customer by actively gathering, analyzing, and integrating customer feedback into both the self-service platform and educational content. Ensure that the voice of the customer influences the development of product features and go-to-market strategies to meet their evolving needs.
• Cross-Functional Collaboration & Alignment: Partner closely with the Product, Sales, Marketing, and Customer Success teams to ensure the self-service platform and customer education programs align with broader company goals and GTM strategies. You will act as the key liaison to ensure that product development, training, and customer support are seamlessly integrated and that customers are consistently set up for success.
• Optimize Self-Service and Educational Resources: Improve the self-service experience by leveraging customer usage data, support trends, and feedback. Drive enhancements in knowledge bases, FAQs, video tutorials, and other customer-facing resources to reduce friction and enable customers to access solutions more quickly.
• Drive Product Adoption & Success: Utilize the self-service and education platforms to proactively drive product adoption, helping customers unlock the full value of the product. By empowering customers through self-service, your efforts will contribute directly to customer retention and satisfaction.
• Data-Driven Improvement: Measure and report on the effectiveness of self-service and education initiatives. Leverage data analytics and customer insights to optimize these functions, ensuring they continuously evolve to meet customer needs and contribute to company growth.
• Leadership & Team Development: Lead a dedicated team responsible for executing the self-service and customer education initiatives. Foster a culture of customer focus, innovation, and collaboration within the team, ensuring alignment with the broader business strategy.

• Monthly Lifestyle subsidy: use this for financial, physical and mental wellbeing (all regions)
• 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 (all regions)
• $1500 USD annual Learning & Development allowance: to support your career development all team members will be able to expense development opportunities against this allowance (all regions)
• Generous Annual Leave/PTO allowances: time to recharge your batteries (all regions)
• 18 weeks paid Parental Leave: irrespective of parenting role (all regions)
• Personal Leave allowance: this includes sick & carer’s leave (all regions)
• Fully remote working environment: whilst we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance (all regions)
• Top-spec hardware: all team members will be provided with top-spec laptops for their role (all regions)
• Personal device security & online privacy protection subsidy: UpGuard provides team members with a paid subscription to personal device security & online privacy protection platform (all regions)
• Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work (all regions)

#LI-BW1

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.

For applications to positions in the United States, please note, at this time we can only support hiring in the following US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, DC or NV. 

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.