Customer Success Manager

About the job
POSITION SUMMARY
As a Customer Success Manager (CSM), you will be responsible for a portfolio of accounts within our “high touch” engagement model. Your core focus will be to drive product adoption, maximize customer value, and to perform proactive activities to mitigate churn risks as well as uncover expansion opportunities. You will serve as the primary advocate for the customer and work with cross-functional teams to deliver an exceptional customer experience. Success in this role will be measured by key metrics such as revenue retention, revenue expansion, customer engagement, and account adoption outcomes.

This is a hybrid role where the employee is expected to be in office on Wednesdays.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Customer Ownership & Engagement

Manage a dedicated book of business within a high-touch engagement model, serving as the primary point of accountability for customer success.
Build strong, trusted customer relationships through recurring weekly or monthly meetings, ongoing email and phone communication, and periodic onsite engagements.
Multi-thread engagements within high-ARR accounts by identifying, engaging, and sustaining relationships with multiple stakeholders—including champions, administrators, and executive sponsors—to ensure continuity, alignment, and long-term partnership.
Act as a trusted product advisor, driving sustained usage and adoption of UpKeep’s core platform and all add-on products to maximize long-term customer value.
Share best practices related to user adoption, system administration, and maintenance workflow optimization to help customers achieve their desired business outcomes.
Deliver value-driven engagements such as adoption check-ins, quarterly business reviews (QBRs), and tailored product walkthroughs.
Drive consistent customer engagement across multiple channels, including email, phone, video conferencing, webinars, and onsite visits as needed.
Conduct proactive outreach to non-engaged or at-risk accounts to assess customer needs, satisfaction, and overall partnership health.
Complete a defined number of customer touch points each week (e.g., phone calls placed and meetings hosted) to maintain momentum and visibility across accounts.

AI-Enabled Execution

Leverage AI daily to prepare for meetings, execute engagements, summarize outcomes, and deliver timely follow-ups.
Use AI to reduce manual effort, improve efficiency, and drive consistency across the customer lifecycle
Promote and support adoption of UpKeep’s AI capabilities by guiding customers in transforming manual workflows with UpKeep Intelligence and related AI solutions.

Revenue Retention

Proactively monitor account health scores, usage trends, and risk indicators to identify and mitigate churn or downgrade risks.
Rally internal executives and senior stakeholders for key renewal discussions and high-risk customer situations to reinforce partnership value and executive alignment.
Partner closely with the Retention Team to resolve churn and downgrade requests and reinforce long-term customer value.

Revenue Expansion & Renewals

Identify expansion opportunities through proactive discovery and make strategic recommendations for plan upgrades, additional users, or additional products.
Collaborate with the Sales team to support renewal confirmations and expansion motions, particularly within high-ARR accounts.

Cross-Functional Collaboration & Process Improvement

Partner with Technical Support, Professional Services, Sales, and Product teams to address customer needs and deliver a seamless, high-quality customer experience.
Contribute to the continuous improvement of internal processes, playbooks, and standard operating procedures.

EXPERIENCE
Bachelor's Degree a plus in business, communications, or similar field
2+ years experience in a customer-facing customer success or account management role
Experience with Salesforce
Experience with being measured by Gross Revenue Retention, Net Revenue Retention, or similar metrics
Experience with a previous cloud-based or SaaS company

KNOWLEDGE
Ability to honor deadlines and follow through on commitments
Outstanding prioritization, organization, and time management skills
Strong written and verbal communication skills. Ability to manage multiple streams of communication
Strong web presentation skills
Basic technical aptitude to understand how to troubleshoot issues and provide effective solutions
Possess ability to diagnose non-technical issues and prescribe next steps
Possess ability to set clear expectations with customers
Possess ability to be assertive but empathetic during customer interactions
Skillful at managing relationships
Possess basic business acumen to understand how business principles relate to customer success