Sr Customer Success Manager

Upland Software

11h•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 Upland Team is looking for an exceptional Sr. Enterprise Customer Success Manager who will actively engage and partner with our enterprise customers to maximize adoption and achieve measurable business outcomes. Customer Success Managers (CSMs) will own the customer journey, working with key stakeholders and executive sponsors to drive long-standing partnerships and revenue retention. This role will focus on the Upland Knowledge Management solution, our RightAnswers product line. The CSM is responsible for overall customer wellbeing by monitoring customer health, producing success and maturity plans, identifying expansion opportunities and billable services, and acting as an escalation point for customer issues. The CSM is also responsible for negotiating and managing contract renewals. We are looking for people who have the magic combination of domain expertise, commercial acumen, and a love for helping customers achieve success. This role is designed to scale quickly within a highly strategic portfolio, offering clear progression opportunities into broader team leadership roles.

Requirements

Bachelor’s Degree in relevant discipline such as Business, Technology or related field
7+ years relevant work experience in client-facing roles for technology companies
Experience as a commercially focused Customer Success Manager or Account Manager
At least 5 years of experience in a SaaS/Cloud product company
At least 7 years of enterprise solution delivery experience
Strong relational skills to establish Trusted Advisor relationships with large complex Enterprise customers
Innovative and assertive, with the ability to pick up new technologies and assess situations quickly
Creative problem solver and team player
Extremely proactive, highly organized, with ability to manage multiple tasks

Nice To Haves

Knowledge Management software/industry experience
Familiarity with AI-powered support and knowledge tools
Salesforce CRM
Commercial acumen
Strong preference for candidates located in Eastern Timezone

Responsibilities

Manage a portfolio of approximately 10-20 accounts, understanding business goals and challenges to help achieve renewal targets and long-term account growth.
Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion.
Define and execute success plans for maturing and expanding customer accounts by establishing and managing relationships and understanding critical success factors.
Collaborate with internal cross-functional counterparts in Sales, Product, Engineering and Professional Services to evolve, grow and mature our customers.
Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support.
Senior level relationship ownership and management. Understand clients’ business and identify opportunities for Upland to add value.
Provide leadership and insight into customer’s objectives, process and technology roadmaps.
Identify any potential risks associated to customer health and retention and communicate regularly to leadership team. Collaborate with internal cross-functional teams to create and execute risk mitigation plans.
Facilitate multiple moving parts, resources & communication chains.
Manage customer subscription renewals, including proposal development, estimates and commercial negotiations.
Identify new opportunity (growth) and drive expansion within existing customer portfolio.