Customer Success Manager

Join UpKeep, a leading maintenance management software company, as a Customer Success Manager. In this role, you will be responsible for driving product adoption, maximizing customer value, and mitigating churn risks. You will serve as the primary advocate for the customer and work with cross-functional teams to deliver an exceptional customer experience. Success will be measured by key metrics such as revenue retention, revenue expansion, customer engagement, and account adoption outcomes. Enjoy benefits such as remote work options, stock options, comprehensive health coverage, a 401k plan, flexible time off, and paid parental leave.

• Gérer un portefeuille de comptes dans un modèle d'engagement "haut de gamme", en tant que point de contact principal pour le succès du client.
• Établir des relations solides et de confiance avec les clients, en assurant une communication régulière et proactive.
• Agir en tant que conseiller de confiance sur le produit, en favorisant l'utilisation et l'adoption soutenues de la plateforme.
• 2+ years experience in a customer-facing customer success or account management role
• Experience with being measured by Gross Revenue Retention, Net Revenue Retention, or similar metrics
• Bachelor's Degree a plus in business, communications, or similar field
• Experience with a previous cloud-based or SaaS company
• Experience with Salesforce
• Possess basic business acumen to understand how business principles relate to customer success
• Outstanding prioritization, organization, and time management skills
• Strong web presentation skills
• Basic technical aptitude to understand how to troubleshoot issues and provide effective solutions
• Possess ability to be assertive but empathetic during customer interactions
• Skillful at managing relationships
• Possess ability to diagnose non-technical issues and prescribe next steps
• Possess ability to set clear expectations with customers
• Strong written and verbal communication skills. Ability to manage multiple streams of communication
• Ability to honor deadlines and follow through on commitments
• Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary
• Receptive to change – is flexible. Seeks and adopts improved approaches and processes
• Works collaboratively – shares knowledge and information, fosters teamwork and contributes to a positive work environment where people want to come to work
• Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance
• Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the company values
• Self-starter that thrives in fast-paced environments
• 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
• Works well with others
• Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs
• Communicates ideas – respectfully exchange information and proposes a way forward. Listen to views of colleagues and take in diverse perspectives