Customer Success Manager

Customer Success United States

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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: 

The Upland Audience Engagement Customer Success Team is looking for an entry-level Customer Success Manager (CSM). In this position, you will play a vital role in ensuring our customers achieve their desired outcomes using our software solutions. You'll act as a trusted advisor to clients, helping them unlock value, overcome challenges, and maximize their success. This position is an excellent opportunity for individuals looking to grow their career in customer success while developing expertise in SaaS products.
 
Primary Responsibilities:
  • Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion.
  • Build and maintain strong, long-term relationships with customers by understanding their needs and aligning our solutions to meet their goals.
  • Identify any potential risks associated to customer health and retention and communicate through regular pulse updates.
  • Serve as the voice of the customer, providing feedback to internal teams to improve products, services, and processes.
  • Monitor customer health metrics and reach out proactively to ensure customers stay engaged and successful.
  • Collaborate with support and technical teams to address and resolve customer issues promptly.
  • Support in renewal conversations, forecasting and communicating clear next steps to secure timely contract renewals.
  • Identify new opportunities for growth and expansion.
  • Assist with various special projects to support the Customer Success organization.
Requirements:
  • Bachelor’s degree or equivalent.
  • 2+ years in client-facing roles for software companies, or other relevant work experience.
  • Excellent written and oral communication skills with a wide range of audiences.
  • Innovative and assertive, with the ability to pick up new technologies and assess situations quickly.
  • Strong organizational and time management skills and the ability to manage multiple customers and projects simultaneously.
  • Experience with Salesforce or other CRM systems.
  • Customer oriented attitude and problem-solving aptitude.
Desired Skills:
  • Experience as a CSM at a SaaS company.
  • Experience with Mobile Messaging software.
The salary for this position is $50,000-$60,000 base, depending on experience, plus up to 10k on target commission.

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 identity, national origin, disability, veteran status or other legally protected status. 

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