Customer Success Manager

• Own the AI-first transformation of an entire industry.

• Own the AI-first transformation of an entire industry.

• Real traction, real scale.

• Real traction, real scale.

• A company where builders thrive.

• A company where builders thrive.

• Global team, local energy.

• Global team, local energy.

• Equity and upside, not just a paycheck.

• Equity and upside, not just a paycheck.

• Manage a dedicated book of business within a medium-touch engagement model.

• Serve as a trusted product expert, driving ongoing adoption of UpKeep's core platform and add-on products to maximize long-term value.

• Meet quarterly engagement metrics across your assigned accounts.

• Drive key account outcomes, including securing verbal renewal commitments, moving accounts out of at-risk (churn or downgrade) status, and accelerating user adoption for newly onboarded accounts.

• Deliver product walkthroughs and training sessions as needed.

• Engage customers across multiple channels: email, phone, video conferencing, webinars, and occasional onsite visits.

• Achieve weekly targets for customer meetings and talk time.

• Conduct proactive outreach to non-engaged accounts to assess customer needs, satisfaction, and overall partnership health.

• Use prescribed AI tools daily across internal workflows to prepare for customer meetings, complete action items, reduce manual effort, and improve efficiency and consistency across the customer lifecycle.

• Drive customer adoption of UpKeep's AI tools with a value-driven mindset.

• Achieve quarterly gross revenue retention (GRR) targets.

• Manage forecasting of accounts at risk of churn or downgrade.

• Proactively monitor account health scores and early warning signals to mitigate churn and downgrade risk.

• Partner closely with the Retention Team to resolve active churn and downgrade requests and reinforce customer value.

• Achieve quarterly net revenue retention (NRR) targets.

• Source a set amount of expansion revenue each quarter through proactive discovery, making strategic recommendations for plan upgrades, additional users, or additional products.

• Secure verbal confirmations for upcoming renewals.

• Collaborate with the Sales team to support renewal confirmations and expansion motions.

• Partner with Technical Support, Professional Services, Sales, and Product teams to address customer needs and deliver a seamless, high-quality customer experience.

• Contribute to the continuous improvement of internal processes, playbooks, and standard operating procedures.

• Ability to travel up to once per quarter for customer onsite visits.

• 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

• Ability to honor deadlines and follow through on commitments

• Outstanding prioritization, 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

• 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.