uConnect

Customer Success Manager

• Lead a high-performing team focused on delivering exceptional client experiences across the full customer lifecycle, from onboarding through renewal, expansion, and support.
• Deliver measurable customer outcomes, driving net revenue retention and ensuring exceptional customer experiences at scale.
• Define and execute the strategy that aligns customer goals with uConnect’s mission, enabling your team to deliver consistent, high-impact engagements across customer lifecycle.
• Design and implement programs that drive product adoption, customer engagement, renewal execution and expansion opportunities, all while continuously improving internal processes and operational efficiency.
• Work closely with cross-functional teams to champion the voice of the customer and ensure we have the systems, playbooks, tools and data in place to deliver consistent, repeatable success at scale.
• Own and execute customer success strategy across onboarding, account management and customer support to maximize revenue retention and drive expansion and product adoption.
• Define key performance indicators (NRR, upsells, renewal rate, CSAT, time to value) and implement repeatable playbooks to achieve them.
• Build processes, write content, or jump in on key renewals when needed; role is both strategic and operational.
• Partner closely with Sales, Product, and Marketing to align customer needs, expansion opportunities, budget priorities and value realization.
• Act as voice of customer in roadmap discussions, renewal forecasting, and company planning.
• Lead, mentor, and develop a high performing team made up of Onboarding Manager, CSMs, and Customer Support.
• Be a player-coach, model expectations, give direct feedback, and jump in to support team execution when necessary.
• Develop and manage team to performance standards that support scale and customer outcomes.
• Model best-in-class objection handling and renewal conversations, support team directly on high-risk accounts while coaching confidence and ownership.
• Own full lifecycle of customer support operations from triage to resolution, including ticketing, SLAs, escalation process, and day-to-day queue.
• Implement tools and systems to improve team operations, efficiency, visibility and responsiveness.
• Continuously improve internal workflows, engagement models, and self service resources to deliver great customer experience.

Vice President, Customer Success