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 motivated and customer-focused Manager, Customer Education to lead the development of a comprehensive knowledge base and customer education content. Reporting to the Director, Customer Experience & Education, this role will build and manage a robust library of tutorials, product guides, FAQs, and other resources to empower customers and support their product journey. You will be key in driving self-service adoption, helping customers maximize their use of our products, and reducing reliance on direct support.
What will you do?
-
Build and Manage Knowledge Base: Lead the creation and ongoing management of a scalable knowledge base, including step-by-step guides, how-to articles, troubleshooting documentation, and video tutorials to address customer needs at every stage of their journey.
-
Develop Customer Education Content: Design and create various customer-facing educational resources, such as video tutorials, webinars, e-learning modules, and product documentation, to help customers fully adopt and maximize product features.
-
Collaborate with Cross-Functional Teams: Work closely with Product, Customer Success, and Support teams to identify common customer challenges and questions. Use these insights to develop proactive content that addresses pain points and educates customers.
-
Customer Feedback & Continuous Improvement: Gather and analyze customer feedback and support trends to continuously improve the knowledge base and educational content. Ensure content is relevant, up-to-date, and aligned with evolving customer needs.
-
Self-Service Enablement: Support the Director in executing the self-service strategy by building the content infrastructure, enabling customers to find answers quickly and independently. This will help scale the efforts of our Customer Success and Support teams by reducing the need for hands-on assistance.
-
Monitor and Optimize Content Performance: Track usage and performance metrics for the knowledge base and educational materials. Use data to improve content effectiveness, update outdated materials, and identify gaps in customer education.
-
Content Governance: Establish and maintain standards for content creation, ensuring consistency in tone, accuracy, and brand alignment across all materials. Manage version control and ensure all content is regularly reviewed and updated as products evolve.
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)
#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.
