Customer Success Manager
Upland Localytics
Administration
Manchester, UK
Posted on Jan 30, 2025
Description
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:
Customer Success Manager (CSM) to work as part of our global Qvidian team within the Content Lifecycle Automation.
Customer Success Manager (CSM) to work as part of our global Qvidian team within the Content Lifecycle Automation.
This role will be hybrid and require a maximum of one day per week attendance at the Manchester Office located near Manchester Airport.
The CSM will be responsible for accounts in Europe and the USA and will actively engage and partner with our customers to maximise adoption of our software and achieve positive business impact results. We view Customer Success as a strategic, competitive advantage. If you do as well and are passionate about creating a positive Customer experience and excited to roll up your sleeves to make customers successful, you may be just who we’re looking for.
The CSM must have a strong understanding of our customers’ business objectives and the ability to identify and articulate how Qvidian software and professional services support achievement of these strategic goals.
The CSM manages the customer experience across their customer base, meeting or exceeding agreed retention and expansion targets. The CSM is responsible for understanding the ‘health’ of our customers, ensuring they grow to become Qvidian advocates.
How Customer Success Managers Create Value for Upland
Customer Success Managers at Upland are tasked with being the leading expert in the customer’s business. Our CSMs deliver value by steering CS and Upland leadership in the status of the relationship, the core business objectives and challenges. The CSM ensures that the Upland product(s) being leveraged by the customer remains aligned with their evolving use-case. Another way our CSMs deliver value is by frequently reflecting the customer’s intentions and flagging any potential risk to the long-term relationship.
Primary Responsibilities:
- Regular customer touchpoints (success touchpoint calls & quarterly business reviews)
- Customer Requests (service requests, collateral, etc.)
- Account Renewal Management
- Handling Customer Escalations
- Renewal, Expansion, Upsell and Cross-sell
- Risk Mitigation Planning (swarms, mitigation actions)
- Enhancement Requests (collaboration with Product Management team.)
- Success Planning (mutual goal setting and tracking with customers)
- Change Management (Internal and customer change)
- Continually develop Product and Industry knowledge
- Maintain high standard of account, opportunity, and contact data hygiene
Expectations
- Hold regular strategic conversations and gain trust
- Understand customer core objectives and pain points
- Maintain primary goal of retention and growth
- Develop high quality customer relationships
- Nourish customer champions
- Nurture meaningful connections with customer executive sponsors
- Cultivate effective internal relationships and hold others accountable
- Influence Upland executive sponsor for successful executive relationships
- Customer advocacy internally at Upland
- Maintain detailed notes on the status of the customer relationship and renewal
- Accurately reflect customer risk with CSM Perceived Health and Opportunity Probability
Skills & knowledge
- Excellent communication skills (both written and oral) with a wide range of audiences
- Ability to engage and influence customer stakeholders at all levels
- Previous experience of a Customer Success or similar commercial role
- Excellent interpersonal skills and presentation skills
- Creative thinker with the ability to troubleshoot issues quickly and effectively
- Extremely well-organised and analytical with an ability to work well under pressure
- Bias towards action and ability to work independently and as part of a distributed team
- Innovative and assertive with the ability to assess situations quickly
- Ability to manage multiple customers and projects simultaneously
- Ability to grasp basic technical concepts
Experience
- You have 3+ years relevant customer success/customer service/account management
- You’re comfortable working with a wide variety of organisations
- You’re at ease working with customer user and stakeholder communities
- Experience with Salesforce CRM is useful but not essential
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.
