Customer Success Manager

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.

This is a hybrid role where the employee will be in office on Wednesdays.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Customer Ownership & Engagement

• 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.

AI-Enabled Execution

• 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.

Revenue Retention

• 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.

Revenue Expansion & Renewals

• 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.
  

Cross-Functional Collaboration & Process Improvement

• 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.
  

TRAVEL

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

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 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

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.

COMPENSATION

This role will receive a competitive base salary + company bonus + variable + benefits. 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 - $85,500 USD /OTE $102,000 USD per year.