UpKeep
Customer Success Manager
UpKeep, Los Angeles, California, United States, 90079
POSITION SUMMARY
As a Customer Success Manager (CSM), you will be responsible for a portfolio of accounts within our “medium touch” engagement model. Your core focus will be to drive product adoption, maximize customer value, and to perform proactive activities to mitigate churn risks as well as uncover expansion opportunities. You will serve as the primary advocate for the customer and work with cross-functional teams to deliver an exceptional customer experience. Success in this role will be measured by key metrics such as revenue retention, revenue expansion, and customer engagement metrics.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Oversee a dedicated book of business that fall under a “medium touch” engagement model
Serve as a product expert and provide ongoing education about UpKeep’s platform to maximize user adoption
Share best practices regarding driving user adoption, system management, and managing key maintenance workflows in UpKeep to help customers achieve desired outcomes
Deliver value-driven engagements such as adoption check ins, account optimization meetings, and product walkthroughs
Drive customer engagement
Engage with customers via email, phone, video meetings, and in person visits
Perform outreach on non-engaged accounts with the goal of delivering value to the customer and assessing their needs and satisfaction
Complete a designated number of proactive outreach attempts per week or quarter
Drive revenue retention
Perform proactive activities to mitigate churn risks based on early warning signals, customer sentiment or information resources
Partner with the Retention Team to resolve churn or downgrade requests
Drive revenue expansion
Perform proactive activities to uncover expansion opportunities and make recommendations plan upgrades or additional services
Partner with the Sales team to drive renwal confirmation
Partner with the Technical Support, Professional Services, Sales, and Produt team to deliver against customer’s needs and create an exceptional customer experience
Help improve internal processes and standard operating procedures
EXPERIENCE
Bachelor's Degree a plus in business, communications, or similar field
2+ years experience in a customer-facing customer success or account management role
Experience with Salesforce
Experience with being measured by Gross Revenue Retention, Net Revenue Retention, or similar metrics
Experience with a previous cloud-based or SaaS company
KNOWLEDGE/SKILLS
Ability to honor deadlines and follow through on commitments
Outstanding prioritiztaion, organization, and time management skills
Strong written and verbal communication skills. Ability to manage multiple streams of communication
Strong web presentation skills
Basic technical aptitude to understand how to troubleshoot issues and provide effective solutions
Possess ability to diagnose non-technical issues and prescribe next steps
Possess ability to set clear expectations with customers
Possess ability to be assertive but empathetic during customer interactions
Skillful at managing relationships
Possess basic business acumen to understand how business principles relate to customer success
DESIRED BEHAVIORS
Self-starter that thrives in fast-paced environments
Works well with others
Receptive to change – is flexible. Seeks and adopts improved approaches and processes.
Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs.
Takes responsibility for their own learning - knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn.
Communicates ideas – respectfully exchange information and proposes a way forward. Listen to views of colleagues and take in diverse perspectives.
Works collaboratively – shares knowledge and information, fosters teamwork and contributes to a positive work environment where people want to come to work.
Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the company values.
At UpKeep, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. UpKeep is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation or Veteran status.
This role will receive a competitive base salary + annual bonus + benefits + equity. A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.
The pay range for this role is $75,000- $89,000 USD per year.
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As a Customer Success Manager (CSM), you will be responsible for a portfolio of accounts within our “medium touch” engagement model. Your core focus will be to drive product adoption, maximize customer value, and to perform proactive activities to mitigate churn risks as well as uncover expansion opportunities. You will serve as the primary advocate for the customer and work with cross-functional teams to deliver an exceptional customer experience. Success in this role will be measured by key metrics such as revenue retention, revenue expansion, and customer engagement metrics.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Oversee a dedicated book of business that fall under a “medium touch” engagement model
Serve as a product expert and provide ongoing education about UpKeep’s platform to maximize user adoption
Share best practices regarding driving user adoption, system management, and managing key maintenance workflows in UpKeep to help customers achieve desired outcomes
Deliver value-driven engagements such as adoption check ins, account optimization meetings, and product walkthroughs
Drive customer engagement
Engage with customers via email, phone, video meetings, and in person visits
Perform outreach on non-engaged accounts with the goal of delivering value to the customer and assessing their needs and satisfaction
Complete a designated number of proactive outreach attempts per week or quarter
Drive revenue retention
Perform proactive activities to mitigate churn risks based on early warning signals, customer sentiment or information resources
Partner with the Retention Team to resolve churn or downgrade requests
Drive revenue expansion
Perform proactive activities to uncover expansion opportunities and make recommendations plan upgrades or additional services
Partner with the Sales team to drive renwal confirmation
Partner with the Technical Support, Professional Services, Sales, and Produt team to deliver against customer’s needs and create an exceptional customer experience
Help improve internal processes and standard operating procedures
EXPERIENCE
Bachelor's Degree a plus in business, communications, or similar field
2+ years experience in a customer-facing customer success or account management role
Experience with Salesforce
Experience with being measured by Gross Revenue Retention, Net Revenue Retention, or similar metrics
Experience with a previous cloud-based or SaaS company
KNOWLEDGE/SKILLS
Ability to honor deadlines and follow through on commitments
Outstanding prioritiztaion, organization, and time management skills
Strong written and verbal communication skills. Ability to manage multiple streams of communication
Strong web presentation skills
Basic technical aptitude to understand how to troubleshoot issues and provide effective solutions
Possess ability to diagnose non-technical issues and prescribe next steps
Possess ability to set clear expectations with customers
Possess ability to be assertive but empathetic during customer interactions
Skillful at managing relationships
Possess basic business acumen to understand how business principles relate to customer success
DESIRED BEHAVIORS
Self-starter that thrives in fast-paced environments
Works well with others
Receptive to change – is flexible. Seeks and adopts improved approaches and processes.
Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs.
Takes responsibility for their own learning - knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn.
Communicates ideas – respectfully exchange information and proposes a way forward. Listen to views of colleagues and take in diverse perspectives.
Works collaboratively – shares knowledge and information, fosters teamwork and contributes to a positive work environment where people want to come to work.
Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the company values.
At UpKeep, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. UpKeep is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation or Veteran status.
This role will receive a competitive base salary + annual bonus + benefits + equity. A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.
The pay range for this role is $75,000- $89,000 USD per year.
#J-18808-Ljbffr