Director of Account Management

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 are looking for a dynamic, self-motivated, and ambitious strategic thinker with a successful track record to join our leadership team as a Director of Account Management. This position will report to the Head of Customer Success, Americas. Our Account Management team is focused on driving revenue retention and expansion through renewals, cross-sells, and upsells for our highest-touch customers. We work closely with Sales, Marketing, and Product to ensure customer satisfaction and long-term success.

What will you do?

• Build and lead a team of Account Managers focused on managing renewals, cross-sells, and upsells for high-touch customers
• Scale, mentor, and develop a high-performing Account Management team
• Accurately forecast monthly and quarterly revenue retention and expansion results
• Drive strategy and build executive relationships for top accountsCollaborate closely with cross-functional teams (Sales, Marketing, Product) to optimize results and customer engagement
• Use data and metrics to assess team performance and implement improvement initiatives
• Ensure adherence to UpGuard’s post-sale processes and standards
• Foster a culture of accountability and customer-first thinking within the team
• Build close alignment with team leaders and individual contributors to support mentorship and career growth for high-performers
• Develop and execute customer retention strategies, ensuring high customer satisfaction and long-term account stability.

What will you bring?

• A minimum of 2 years of leadership experience managing Account Managers or similar post-sales teams, with a proven track record in revenue retention and expansion
• At least 3 years of experience in B2B SaaS as an individual contributor, ideally with a focus on renewals, cross-sells and upsells and a proven track record
• Experience in leveraging post-sales technology stacks such as Hubspot (CRM) and Gong (Revenue Intelligence) to coach and guide your team
• Demonstrated ability to plan, monitor, and optimize post-sale activities based on team performance and customer feedback
• A problem-solver who simplifies complex challenges and fosters collaboration across teams
• Leadership with an executive presence, capable of influencing at all levels
• A customer-centric mindset, passionate about building and nurturing long-term relationships
• A goal-oriented, collaborative approach that thrives on teamwork and diverse perspectives

What will give you an edge?

• Familiarity with MEDDPICC sales methodology and process
• Experience with cybersecurity and TPRM (Third-Party Risk Management) products

What’s in it for you?

• 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)