Senior 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 Audience Engagement Customer Success Team is looking for an exceptional Senior Customer Success Manager who will actively engage and partner with our Non-Profit and Advocacy customers to drive value through our mobile messaging product. This role will own the customer journey, working with all customer stakeholders to drive long-standing partnerships, meaningful product utilization, leading to a strong return on investment. We believe people are our differentiator, and key to engaging, retaining and growing our clients. If you are a strong communicator, adaptable, excited to roll up your sleeves to make customers successful, love solving interesting challenges, and enjoy seeing how your work can meaningfully impact our customers, apply today!

• Manage a portfolio of approximately 30 Non-Profit and Advocacy accounts, understanding business goals and challenges to help achieve renewal targets and long-term account growth
• Define and execute success plans for maturing and expanding customer accounts by establishing and managing relationships and understanding critical success factors
• Collaborate with customer to build and manage customer Success Plans to aid the customer in achieving their objectives
• Become a trusted advisor to key customer stakeholders to enhance overall customer experience
• Work with internal cross-functional counterparts in Sales, Product, Engineering and Professional Services to evolve, scale and mature our customers
• Maintain customer satisfaction by removing roadblocks and influencing product roadmaps in support of our existing customers
• Work with customer to programmatically measure success & operationalize business cadence through regular communication along with thoughtful Business Reviews
• Develop services plans and overall services alignment to drive appropriate levels of enablement and adoption for long term growth and consumption of products
• Partner with internal Sales and Renewals teams on cross-sell, up-sell and renewal opportunities
• Collaborate with peers to share best practices on adoption, enablement & change management
• Share customer success stories & related ROI
• Regularly update the CRM system with new customer insights, risks and opportunities

• Bachelor’s Degree in relevant discipline or equivalent experience
• 5+ years relevant experience
• Experience with customer engagement in a SaaS environment
• Experience working with Non-Profit and Advocacy customers
• Strong relational skills to establish trusted advisor relationships customers
• Demonstrated communication skills with an aptitude towards recognizing and presenting strategic guidance and KPIs to customers to showcase ROI
• A bias towards action and an ability to work independently and as part of a distributed remote team
• Strong organizational/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
• Passion for helping your customers be successful in achieving their goals and realizing maximum value from their investment

• Experience within the Marketing Technology space, particularly in relation to Mobile Messaging 

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.