Manager, Customer Success/ Gestionnaire du succès client

Upland Software•,

2d•Remote

About The Position

At Upland Software, you’ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work—and as we keep growing and evolving our workplace, that won’t change. We’re passionate. We’re proactive. We take pride in our work, and we love a good challenge. Sound like you? The Manager of Customer Success at Upland Software represents the pinnacle of driving retention and long-term customer value across the business. This role is responsible for leading, coaching, and developing a high-performing Customer Success Management team, setting the standard for excellence and embedding best practices that elevate execution across the function. Acting as the voice of Customer Success for the product portfolio, the Manager plays a critical role in shaping strategy and ensuring the customer perspective is reflected in every decision. Equally, they serve as a key connector across the organization - aligning closely with Sales to maximise revenue growth within the existing customer base, partnering with Support to ensure technical issues are resolved with urgency and precision, collaborating with Marketing to strengthen Upland’s presence and thought leadership in the market, and working alongside Product and R&D teams to translate technical complexity into clear, customer-centric value while helping to influence future product direction.

Requirements

Represents the pinnacle of driving retention and long-term customer value across the business.
Responsible for leading, coaching, and developing a high-performing Customer Success Management team.
Setting the standard for excellence and embedding best practices that elevate execution across the function.
Acting as the voice of Customer Success for the product portfolio.
Plays a critical role in shaping strategy and ensuring the customer perspective is reflected in every decision.
Serves as a key connector across the organization - aligning closely with Sales to maximise revenue growth within the existing customer base.
Partnering with Support to ensure technical issues are resolved with urgency and precision.
Collaborating with Marketing to strengthen Upland’s presence and thought leadership in the market.
Working alongside Product and R&D teams to translate technical complexity into clear, customer-centric value while helping to influence future product direction.

Responsibilities

Lead and develop a team of 4 Customer Success Managers, ensuring alignment with KCM's Customer Success Organization retention and expansion metrics, as well as Upland Software's operating values
Drive a high-performance culture through consistent coaching, structured feedback loops, and ongoing development of best practices
Act as the primary escalation point for customer portfolios, supporting the team in navigating complex situations, including executive-level conversations, negotiations, and objection handling
Partner closely with CSMs on critical accounts by joining customer calls where needed, particularly in high-impact or sensitive scenarios
Own weekly forecasting and reporting responsibilities, providing clear visibility to the Senior Director of Customer Success on retention, risk, and growth opportunities
Collaborate cross-functionally with Professional Services, Sales, Product, and Engineering to align on customer needs and drive successful outcomes
Champion customer satisfaction, retention, and expansion by ensuring the team is proactively identifying risks and opportunities within their portfolios
Lead and contribute to strategic initiatives within the CS organization, helping to continuously improve processes, customer experience, and team effectiveness
Maintain a strong executive presence, both internally and externally, through regular stakeholder engagement and proactive communication
Foster accountability and urgency within the team, ensuring follow-through on commitments and a consistent focus on delivering impact
Lead on recruitment efforts and scaling up the CS team when required.