VP, Customer Success
Description
At Upland Software, you’ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work—and as we keep growing and evolving our workplace, that won’t change. We’re passionate. We’re proactive. We take pride in our work, and we love a good challenge. Sound like you?
Opportunity Summary:
Upland Software seeks an experienced Customer Success leader to take the helm of the Customer Success and Renewals within Uplands KCM Business Unit. Given our recurring software business model, Customer Success is strategic to our customer health and thus our long-term profitability. We will not be successful unless our customers are receiving massive value from our products and as such, we need a senior executive to own and drive success for our customers. Working with Customer Success Managers, this role includes responsibilities for the range of Customer Success activities including adoption & advocacy, account management, driving outcomes including renewals & expansion, as well as NPS and executive outreach programs. Customer Success is at the forefront of the customer relationship with Upland.
The role reports directly to the SVP of Customer Success of Upland. This pivotal position is a key player for our KCM business unit working with the cross-Upland Customer Success Leadership group to drive retention and growth of our current customers.
Responsibilities:
- Drive Customer Success Outcomes: renewal rates, reducing churn across product lines
- Expanding revenue through partnership with sales & marketing to achieve expansion, cross sell & usage targets
- Improving Customer Health & NPS through early intervention strategies across functions including product & professional services
- Design & operationalize a customer experience that supports new business growth by earning advocates and increasing customer reference-ability
- Bring best practices from around the industry to address customer journey challenges across different product specialties
- Drive an accurate renewal forecasting process & reporting cadence
- Recruit, inspire and grow the remarkable team of professionals across products & geographies
- Foster collaboration within the team and other functions and across customer lifecycle
- Steward exec sponsor accounts and steer escalated customers back to a healthy state
Required Experience/Skills:
- 10+ years experience in leading customer-facing organizations, ideally in enterprise software and SaaS
- Ability to manage influence through persuasion, negotiation, and consensus building
- Strong commercial chops – ideally honed through both post sales & sales experience
- Strong empathy for customers AND passion for revenue and growth
- Analytical and process-oriented operational mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
- Experience with marketing technology preferred
- Bachelor’s degree required; advanced degrees preferred
Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit www.uplandsoftware.com.
Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, veteran status or other legally protected status.
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