Senior Customer Success Manager
Upland Software
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
Cloud
About the role
- Manage a portfolio of approximately 25-30 accounts, understanding business goals and challenges to help achieve renewal targets and long-term account growth.
- Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion.
- Define and execute success plans for maturing and expanding customer accounts by establishing and managing relationships and understanding critical success factors.
- Collaborate with internal cross-functional counterparts in Sales, Product, Engineering and Professional Services to evolve, grow and mature our customers.
- Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support.
- Senior level relationship ownership and management.
- Understand clients’ business and identify opportunities for Upland to add value.
- Provide leadership and insight into customer’s objectives, process and technology roadmaps.
- Identify any potential risks associated to customer health and retention and communicate regularly to leadership team.
- Collaborate with internal cross-functional teams to create and execute risk mitigation plans.
- Facilitate multiple moving parts, resources & communication chains.
- Manage customer subscription renewals, including proposal development, estimates and commercial negotiations.
- New opportunity (growth) identification; hand over to account executive if required.
Requirements
- Bachelor’s Degree in relevant discipline such as Business, Technology or related field and/or 7+ years relevant work experience in client-facing roles for technology companies
- Experience as a commercially focused Senior Customer Success Manager or Account Manager
- At least 4 years of experience in a SaaS/Cloud product company
- At least 4 years of enterprise solution delivery experience
- Strong relational skills to establish Trusted Advisor relationships with large complex Enterprise customers
- Ability to work with, advise and influence C-level management
- Innovative and assertive, with the ability to pick up new technologies and assess situations quickly
- Creative problem solver and team player
- Extremely proactive, highly organized, detail oriented, with ability to manage multiple tasks
Benefits
- Competitive salary
- Flexible working hours
- Professional development budget
- Home office setup allowance
- Global team events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaSCloudenterprise solution deliverycustomer relationship managementproposal developmentcommercial negotiationsrisk mitigationaccount growth strategiessuccess planscustomer health assessment
Soft skills
relational skillsTrusted Advisor relationshipsinfluencing C-level managementcreative problem solvingteam playerproactivehighly organizeddetail orientedcollaborationcommunication
Certifications
Bachelor’s Degree