Customer Success Manager (US)
About The Position
Upflow is the Financial Relationship Management (FRM) platform that helps B2B finance teams collect smarter and get paid by their customers faster, with AI agents working alongside the team. The order-to-cash process is mission critical for businesses, yet it remains fragmented across tools, teams, and workflows. Upflow brings this entire process into one system — four products covering the cycle from invoice to cash (Insights, Collections, Payments, and Cash Application), with AI agents that work alongside the team and a shared intelligence layer underneath. Upflow serves 500+ companies across 30+ countries, including Vercel, Lattice, and Productboard, and is backed by leading investors including Y Combinator, Hedosophia, Hexa, and Lorimer. With teams across the US and Europe, Upflow is building a category-defining company at the intersection of finance, payments, and AI.
Requirements
- 1–4 years of experience in a CSM role or similar position
- Entrepreneurial mindset, thrives in a fast-paced, rapidly changing environment
- Customer-centric: genuinely passionate about delivering outstanding service
- Excellent written and verbal communication skills in English
- Based in NYC or surrounding cities
Nice To Haves
- Previous sales experience
- Experience working in the finance/Fintech/AR industry
- Experience using ERPs/accounting tools such as NetSuite, QuickBooks, Sage, Xero, Zuora, Stripe, etc.
Responsibilities
- Own and scale a portfolio of US accounts across the full customer lifecycle — onboarding handoff, health monitoring, renewals, and expansion
- Monitor account health and flag at-risk accounts early; at the senior level, proactively identify and act on risk and upsell signals without prompting
- Forecast, hit, and exceed GRR and NRR targets for your portfolio.
- Conduct QBRs and build strategic account plans that surface growth opportunities
- Build Upflow Champions — identify, establish, and strengthen relationships with key stakeholders and decision-makers
- Develop deep knowledge of the Upflow platform and advise accounts on best practices around product usage
- Keep CRM and customer data clean, accurate, and up to date; track and report your own metrics (GRR, NPS, NRR)
- At the senior level, adapt established playbooks to account context rather than following them by default
- Act as the voice of the customer internally — share insights and structured feedback with the Product team
- Partner with Sales on handovers and with Marketing to convert successful customers into advocates
- Communicate clearly and professionally with customers, escalating complex issues and risks promptly
- Contribute to improving internal processes, templates, and playbooks used by the wider team
Benefits
- OTE: 100,000 USD yearly gross
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
