Manager, Customer Success

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. We’re passionate. We’re proactive. We take pride in our work, and we love a good challenge. Sound like you?
We are currently hiring for a Manager, Customer Success  to join our rapidly growing team at Upland Software.  This role offers the opportunity to join a rapidly growing company delivering industry-leading solutions.

Role Overview
We are seeking a dynamic and experienced Manager of Customer Success to lead a team dedicated to ensuring high customer retention, loyalty, and expansion. This role is pivotal in driving customer value realization, fostering long-term partnerships, and enhancing operational excellence across our customer success function. The ideal candidate will be an inspiring leader with a passion for coaching, strategic account management, and revenue growth.
 
Key Responsibilities
o    Leadership & Team Development: Manage, mentor, and develop a team of Customer Success Managers (CSMs), ensuring they are equipped with the skills, tools, and strategies needed to drive customer success.
o    Retention & Growth Strategy: Own customer retention and expansion targets, developing proactive strategies to enhance customer loyalty and maximize lifetime value.
o    Customer Advocacy & Engagement: Foster strong customer relationships through regular engagement, business reviews, and value-driven conversations to ensure continued satisfaction and partnership.
o    Operational Excellence: Implement best practices, playbooks, and scalable processes to optimize the customer journey, reduce churn, and drive efficiency within the team.
o    Collaboration & Cross-Functional Leadership: Work closely with Sales, Product, Marketing, and Support teams to align customer success initiatives with company objectives and customer needs.
o    Data-Driven Decision Making: Utilize customer insights, health scores, and performance metrics to assess risk, identify expansion opportunities, and inform strategic planning.
o    Process Optimization & Innovation: Continuously refine the customer success framework, leveraging automation and technology to enhance service delivery and customer engagement.
o    Customer Advocacy & Voice of the Customer: Act as the bridge between customers and internal teams, ensuring customer feedback drives product improvements and strategic initiatives.
•    Qualifications & Experience
o    7+ years of experience in Customer Success with at least 3years in a leadership or management role.
o    Proven track record of managing customer retention and expansion in a SaaS or cloud-based enterprise software environment.
o    Strong leadership, coaching, and mentoring skills with experience building and maintaining high-performing teams.
o    Exceptional communication, relationship-building, and problem-solving abilities.
o    Ability to drive data-driven decision-making, utilizing customer insights, health scores, and predictive analytics to enhance performance.
o    Experience with CRM and Customer Success platforms (Salesforce, Catalyst, etc.) to manage and track customer engagement.
o    Demonstrated success in working cross-functionally with Sales, Marketing, Product, and Support teams to enhance the customer experience.
o    Passion for customer advocacy and a deep understanding of customer needs in a Contact Center, Knowledge Management, or Enterprise Software setting.