Customer Success Manager

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?

Opportunity Summary:

The Upland DWF Team is looking for a Customer Success Manager to be responsible for ensuring our customers recognize the highest value possible from their Upland investment. As an individual contributor, you’d be excited by the solutions SaaS technology can offer and an expert in the strategies behind the solution. You find it fulfilling to provide the tools and resources to empower your customers, and you’re passionate about celebrating the success of others. You’d be bored if you weren’t managing multiple projects at once.

Primary Responsibilities:

• Own and grow relationships with customer contacts through proactive and regular engagement, particularly through programmatic approaches such as webinars, one-to-many campaigns, email communication, etc.
• Understand Customers’ goals and objectives, and the ability to identify and articulate how Upland’s solution(s) support achievement of these strategic goals.
• Provide strategy and guidance to maximize product adoption and best practice adherence resulting in measurable business impact.
• Utilize resources offered by internal cross-functional counterparts in Support, Services, Product, Marketing, Renewals Team, and Sales to help customers grow and mature.
• Assess and track customer health, communicating what's working and what's not through regular pulse updates.
• Be the Customer advocate for new product ideas or product issue resolution, while managing reasonable customer expectations.
• Identify new opportunities and areas for growth and expansion.
• Meet & exceed renewal and expansion forecasts and quotas for existing accounts.

Requirements:

• 2+ years in client-facing roles for software companies, or other relevant work experience
• Familiar with industry terminology, strategies and best practices across marketing technology, marketing automation, promotions, mobile app and/or mobile messaging.
• Experience in managing high volumes of customers simultaneously (ie 50-125)
• Excellent written and oral communication skills with a wide range of audiences.
• A bias towards action and an ability to work independently and as part of a distributed remote team.
• Innovative and assertive, with the ability to pick up new technologies and assess situations quickly.
• Strong organizational and time management skills and the ability to manage multiple customers and projects simultaneously
• Self-starter mentality with an ability to thrive in a fast-paced environment

Desired Skills:

• Experience working remotely, with teams and customers spanning multiple time zones.
• You have experience with Salesforce and Jira
• You’re comfortable working with a wide variety of organizations, including non-profit organizations, progressive organizations, government agencies, and for-profit companies.

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit www.uplandsoftware.com.

Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.