Senior Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee a portfolio consisting of approximately 10-20 accounts, gaining insight into their business objectives and challenges to facilitate renewal goals and long-term growth.

• Take ownership of the complete customer relationship, ensuring satisfaction, renewal, and opportunities for expansion.

• Develop and implement success strategies for enhancing and growing customer accounts by building and nurturing relationships while recognizing key success factors.

• Work in collaboration with internal teams across Sales, Product, Engineering, and Professional Services to enhance and mature customer experiences.

• Foster a highly collaborative, positive, and synergistic relationship with both customers and internal teams to guarantee the delivery of quality solutions and support.

• Manage senior-level relationships effectively.

• Comprehend clients' businesses and pinpoint opportunities for Upland to deliver additional value.

• Offer leadership and insights into customers’ objectives, processes, and technology roadmaps.

• Identify potential risks related to customer health and retention and communicate these regularly to the leadership team.

• Collaborate with internal cross-functional teams to develop and implement risk mitigation strategies.

• Coordinate various moving parts, resources, and communication flows.

• Oversee customer subscription renewals, including the development of proposals, estimates, and commercial negotiations.

• Recognize new opportunities for growth and drive expansion within the existing customer portfolio.

⛳️ Requirements

• Bachelor's Degree in a relevant field such as Business, Technology, or a related discipline.

• Over 7 years of pertinent experience in client-facing roles within technology companies.

• Experience as a commercially focused Customer Success Manager or Account Manager.

• A minimum of 5 years of experience in a SaaS/Cloud product company.

• At least 7 years of experience in enterprise solution delivery.

• Strong relational abilities to establish Trusted Advisor relationships with large, complex enterprise customers.

• Innovative and assertive, capable of quickly learning new technologies and assessing situations.

• Creative problem solver and supportive team member.

• Highly proactive, exceptionally organized, with the capability to manage multiple tasks efficiently.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work options

• Professional development opportunities