Senior Customer Success Manager

Overview 

Founded in 2017 and headquartered in NYC, UPSTACK is a full-service technology advisory firm that helps companies design, source, and support their business-critical IT infrastructure. Serving as an extension of their team, UPSTACK customers benefit from: 

• Technical expertise- Decades of experience architecting, implementing, and managing business-critical IT solutions 
• Ongoing support- Dedicated team providing continued assistance before, during, and after a project is initiated 
• Supplier experience- Relationships and data-driven insights from thousands of supplier transactions to help negotiate the highest-performing and most reliable solutions 

UPSTACK’s solutions expertise includes data center colocation, network connectivity, SD-WAN, unified communications, cloud contact center, CX-AI solutions, private and public cloud, security, mobility, business continuity, and IoT. 

Under the leadership of Founder and CEO Christopher Trapp, UPSTACK is dedicated to delivering exceptional customer experiences. UPSTACK serves 6,500+ customers—spanning SMB to enterprise— and manages more than $550 million in annual technology spending across various industries. 

About the Role 

The Senior Customer Success Manager is responsible for building strong relationships with influencers and key decision-makers, driving growth, and retention, and delivering a proactive and superior customer experience. This role serves as the primary point of accountability and escalations for their portfolio of customers. 

The ideal candidate is organized, resourceful, team-oriented, an effective communicator, and has a customer-focused mindset. 

A successful individual will be detail-oriented, demonstrate exceptional organizational and communication skills, act tactically, write effectively, and display strong analytical and critical thinking skills. Our ideal candidate must be able to thrive in a fast-paced multitasking environment and can easily adapt positively to change and rapid company growth.  

Critical Outcomes Expected 

• Customer Relationship Management
  • Create and nurture strategic partnerships with customer stakeholders to ensure each phase of the customer lifecycle is cared for and accounted for (Learn, Buy, Get, Use, Pay, Support)
  • Develop a growth and retention strategy that aligns with the customer's business needs, objectives, priorities, and success path
• Account Planning and Opportunity Management
  • Proactively manage retention activities to mitigate churn across the Customer base
  • Bring customer and industry insights to the customer through proactive communication and business reviews to promote account value and success of the customer
  • Drive partnership with the internal account teams to identify, create, and support growth opportunities for the Customer
  • Work cross-functionally to lead customer renewal activities
• CX Execution
  • Anticipate, identify, and mitigate blockers to CS goals with internal and external stakeholders to accelerate customer value realization and customer satisfaction 

Skills & Requirements 

• 6+ years of customer-facing consulting or remit, solution delivery, or account manager/executive expertise
• Experience with driving business change management and/or technical adoption, required
• Excellent communication, including executive presence, interpersonal, verbal, written, and presentation skills
• 6+ years of telecom experience required
• 5+ years of Indirect Channel experience strongly encouraged
• Customer-focused mindset
• Quickly grasp projects and solutions and pull the resources together
• Be highly detailed, and precise, and have strong follow-up and through capability
• Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of Customers 

What Else We’re Expecting