Customer Success Manager

POSITION SUMMARY 

As a Customer Success Manager (CSM), you will be responsible for a portfolio of accounts within our “medium touch” engagement model. Your core focus will be to drive product adoption, maximize customer value, and to perform proactive activities to mitigate churn risks as well as uncover expansion opportunities. You will serve as the primary advocate for the customer and work with cross-functional teams to deliver an exceptional customer experience. Success in this role will be measured by key metrics such as revenue retention, revenue expansion, and customer engagement metrics.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES  

• Oversee a dedicated book of business that fall under a “medium touch” engagement model
• Serve as a product expert and provide ongoing education about UpKeep’s platform to maximize user adoption
• Share best practices regarding driving user adoption, system management, and managing key maintenance workflows in UpKeep to help customers achieve desired outcomes
• Deliver value-driven engagements such as adoption check ins, account optimization meetings, and product walkthroughs
• Drive customer engagement
• Engage with customers via email, phone, video meetings, and in person visits
• Perform outreach on non-engaged accounts with the goal of delivering value to the customer and assessing their needs and satisfaction
• Complete a designated number of proactive outreach attempts per week or quarter
• Drive revenue retention
• Perform proactive activities to mitigate churn risks based on early warning signals, customer sentiment or information resources
• Partner with the Retention Team to resolve churn or downgrade requests
• Drive revenue expansion
• Perform proactive activities to uncover expansion opportunities and make recommendations plan upgrades or additional services
• Partner with the Sales team to drive renwal confirmation
• Partner with the Technical Support, Professional Services, Sales, and Produt team to deliver against customer’s needs and create an exceptional customer experience
• Help improve internal processes and standard operating procedures 
• Must be able to travel 1x per quarter for customer onsite visits.

EXPERIENCE  

• Bachelor's Degree a plus in business, communications, or similar field 
• 2+ years experience in a customer-facing customer success or account management role
• Experience with Salesforce
• Experience with being measured by Gross Revenue Retention, Net Revenue Retention, or similar metrics
• Experience with a previous cloud-based or SaaS company

KNOWLEDGE/SKILLS

• Ability to honor deadlines and follow through on commitments
• Outstanding prioritization, organization, and time management skills
• Strong written and verbal communication skills. Ability to manage multiple streams of communication
• Strong web presentation skills
• Basic technical aptitude to understand how to troubleshoot issues and provide effective solutions
• Possess ability to diagnose non-technical issues and prescribe next steps
• Possess ability to set clear expectations with customers 
• Possess ability to be assertive but empathetic during customer interactions
• Skillful at managing relationships
• Possess basic business acumen to understand how business principles relate to customer success

DESIRED BEHAVIORS 

• Self-starter that thrives in fast-paced environments
• Works well with others
• Receptive to change – is flexible. Seeks and adopts improved approaches and processes.
• Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
• Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
• Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs. 
• Takes responsibility for their own learning - knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn. 
• Communicates ideas – respectfully exchange information and proposes a way forward. Listen to views of colleagues and take in diverse perspectives. 
• Works collaboratively – shares knowledge and information, fosters teamwork and contributes to a positive work environment where people want to come to work.  
• Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the company values. 

COMPENSATION

This role will receive a competitive base salary + annual bonus + benefits + equity. A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.

The pay range for this role is $75,000- $89,000 USD per year.