Customer Success Manager

UpKeep•Los Angeles, CA

11d•Hybrid

About The Position

UpKeep is hiring a Customer Success Manager to manage a portfolio of accounts within a medium-touch engagement model. The role focuses on driving product adoption, maximizing customer value, proactively mitigating churn risk, and identifying expansion opportunities. The Customer Success Manager serves as the primary customer advocate and partners with cross-functional teams to deliver an exceptional customer experience. Performance is measured through revenue retention, revenue expansion, and customer engagement metrics. This is a hybrid role requiring the employee to work in the office on Wednesdays. The position may require customer onsite visits, with travel of up to once per quarter. The role receives a competitive base salary, company bonus, variable compensation, and benefits. The stated pay range is $75,000–$85,500 USD, with OTE of $102,000 USD per year.

Requirements

At least 2 years of experience in a customer-facing customer success or account management role.
Experience with Salesforce.
Experience being measured by Gross Revenue Retention, Net Revenue Retention, or similar metrics.
Experience with a cloud-based or SaaS company.
Ability to honor deadlines and follow through on commitments.
Strong prioritization, organization, and time-management skills.
Strong written and verbal communication skills and the ability to manage multiple communication streams.
Strong web presentation skills.
Basic technical aptitude to troubleshoot issues and provide effective solutions.
Ability to diagnose non-technical issues and prescribe next steps.
Ability to set clear customer expectations.
Ability to be assertive yet empathetic in customer interactions.
Relationship management skills.
Basic business acumen to understand how business principles relate to customer success.
Ability to travel up to once per quarter for customer onsite visits.

Nice To Haves

Bachelor's degree in business, communications, or a similar field.

Responsibilities

Manage a dedicated book of business within a medium-touch engagement model.
Serve as a trusted product expert, driving adoption of UpKeep's core platform and add-on products to maximize long-term customer value.
Meet quarterly engagement metrics across assigned accounts.
Secure verbal renewal commitments, move accounts out of at-risk churn or downgrade status, and accelerate adoption for newly onboarded accounts.
Deliver product walkthroughs and training sessions as needed.
Engage customers through email, phone, video conferencing, webinars, and occasional onsite visits.
Meet weekly targets for customer meetings and talk time.
Proactively contact non-engaged accounts to assess customer needs, satisfaction, and partnership health.
Use prescribed AI tools daily to prepare for customer meetings, complete action items, reduce manual effort, and improve efficiency and consistency throughout the customer lifecycle.
Drive customer adoption of UpKeep's AI tools using a value-driven approach.
Achieve quarterly gross revenue retention targets and forecast accounts at risk of churn or downgrade.
Monitor account health scores and early warning signals and take action to mitigate churn and downgrade risk.
Partner with the Retention Team to resolve active churn and downgrade requests and reinforce customer value.
Achieve quarterly net revenue retention targets.
Source quarterly expansion revenue through proactive discovery and strategic recommendations for plan upgrades, additional users, or additional products.
Secure verbal confirmations for upcoming renewals and collaborate with Sales on renewal confirmations and expansion motions.
Partner with Technical Support, Professional Services, Sales, and Product to address customer needs and deliver a seamless customer experience.
Contribute to improving internal processes, playbooks, and standard operating procedures.