customer service full time management

Job Details

Are you looking for an opportunity to accelerate your career and work with a team of bright, hardworking individuals focused on delivering exceptional customer experiences? Upland Software is changing the game on how sales and marketing teams support revenue generation through Upland’s Enterprise Sales & Marketing Business Unit.

The Upland Enterprise Sales & Marketing Customer Success Team is looking for an exceptional Senior level Enterprise Customer Success Manager who will actively engage and partner with our large enterprise customers to maximize adoption to achieve measurable business impact. Enterprise Customer Success Managers (CSMs) will own the customer journey, working with key stakeholders and executive sponsors to drive long-standing partnerships. We view Customer Success as a strategic, competitive advantage. If you do as well and are excited to roll up your sleeves to make customers successful, you may be just who we’re looking for.

Manage a portfolio of approximately... 15 strategic accounts, understanding business goals and challenges to help achieve renewal targets long term account growth
Define and execute success plans for maturing and expanding customer accounts by establishing and managing relationships and understanding critical success factors
Collaborate with customer to build and manage customer Success Plans to aid the customer in achieving their objectives
Become a Trusted Advisor to key customer stakeholders to enhance overall customer experience
Work with internal cross-functional counterparts in Sales, Product, Engineering and Professional Services to evolve, scale and mature our customers
Maintain customer satisfaction by removing roadblocks, and influencing product roadmaps in support of our existing customers
Work with customer to programmatically measure success & operationalize business cadence through regular communication along with thoughtful Quarterly Business Reviews
Develop services plan, and overall services alignment, to drive appropriate levels of enablement and adoption for long term growth and consumption of products
Partner with internal Account team on cross-sell, up-sell and renewal opportunities
Collaborate with peers to share best practices on Adoption, Enablement & Change Management
Share customer success stories & related ROI

Location: Remote - United States

Skills required for this job:

  • Customer Success
  • Customer engagement
  • Sales

See something wrong with this listing?

Contact support