Customer Success Manager

  • Contract: Full-time

Job Description

The Customer Success Manager (CSM) is responsible for optimizing the post-sale customer relationship. The CSM serves as the primary point of contact for the customer and facilitates communication and collaboration of all delivery and support teams to ensure a smooth and positive customer experience. The CSM works with a number of key customer accounts and serves as a trusted advisor.

Primary Responsibilities:

  • Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support.
  • Own the overall customer experience across all of Upland’s product in use by the customer.
  • Senior level relationship ownership and management. Understanding client’s business and identifying opportunities for Upland to add value.
  • Provide leadership and insight into customer’s objectives, process and technology roadmaps.
  • Responsible for leading and influencing the customer relationship at all levels of customer organization.
  • Protect and ensure customers renew their contracts with Upland.
  • Facilitate multiple moving parts, resources & communication chains
  • Interface with all of Upland’s professional services, product and support organizations to drive innovation, customer satisfaction and to improve the overall customer experience.
  • Drive subscription renewals and expansion bookings. This includes proposal development, estimates and commercial negotiations.
  • New opportunity (growth) identification, hand over to account executive if required

Skill Requirements

  • 7+ years relevant work experience in client-facing roles for technology companies
  • At least 3 years of experience in a SaaS/Cloud product company.
  • At least 5 years of enterprise solution delivery experience.
  • At least 3 years of enterprise sales experience
  • Familiarity and experience with the following technologies is a major plus – Knowledge Management, Search Engines, Call Center Technologies and CRMs
  • Excellent written and oral English language communication skills with all levels of the organization
  • 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, with ability to manage multiple tasks
  • Advanced university degree in business, technology or related field
  • Ability to travel up to 50% of the time when required

About the Company

Upland Software (Nasdaq: UPLD) is an enterprise cloud software company that provides award-winning solutions in Project and IT Management, Workflow Automation and Digital Engagement. Our goal is 100% customer success, achieved through a unified operating platform that delivers the performance, scalability and support that over 2,500 Upland customers worldwide demand every day.

We offer a casual and collaborative work environment, a generous benefits package and significant growth opportunities. Upland is publicly traded software company based in Austin, TX with offices in the US, Canada and the UK.

How to apply

Apply for this job online using the link below.

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