Customer Success Manager

We are a tight-knit tech startup looking to hire a full-time Customer Success Manager to join our growing team here in beautiful Westwood, CA (our Los Angeles HQ near UCLA). 

UpKeep is backed by Y Combinator, and some of the top VC’s in the world! We've also just been named one of Built in LA's 'Top Places to Work'! UpKeep is creating a modern, intuitive, and efficient maintenance management system that is proven to simplify the maintenance workflow process. Our CMMS is mobile-first, collaborative, and rated #1 in ease of use. 

We offer top-notch benefits such as company equity, unlimited PTO, 401k, and affordable health insurance options. Employees here love our casual dress code, fully stocked kitchen, weekly catered lunches, and dog-friendly office. We don't believe in strict policies or rigid structures. As a startup, we're flexible, agile, and love to learn! 

As an UpKeep Customer Success Manager, you will be responsible for working with customers to achieve their goals, monitor their account health and drive up-sells and expansions. The Customer Success Manager will be expected to proactively reach out to customers, conduct onboarding and quarterly/annual performance reviews. This person must be adaptable, as they'll interact with different customers every day while working closely with various departments.

Responsibilities:

  • Oversee a book of mid-market level accounts 
  • Build and maintain strong relationships with your customer accounts
  • Work with customers to establish critical goals, key performance indicators and aid the customer in achieving their goals
  • Achieve quarterly/annual renewal and expansion revenue targets
  • Analyze user engagement data, identify actionable insights. Report regularly on KPIs
  • Ensure proactively and frequently calls into accounts, delivering excellent customer care
  • Advocate customer needs and issues cross-departmentally
  • Identify areas for improvement in the customer experience, both in our product and processes
  • Ability to travel 0%-10% of the time. Travel and meet with customers onsite to help train and develop an UpKeep onboarding plan

Qualifications:

  • 3+ years of experience in a customer-facing customer success or account management role
  • Self-starter that thrives in fast-paced environments with the demonstrated capacity to lead, motivate and work well with others
  • Outstanding analytical, problem-solving, organization, prioritization and multitasking skills 
  • Excellent in-person and web presentations skills
  • Strong written and verbal communication skills
  • Experience with Salesforce

Check us out at: www.onupkeep.com or http://app.onupkeep.com/

Learn more about our hiring process here: https://onupkeep.com/blog/5-tips-for-applying-to-jobs-at-upkeep/

UpKeep is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, creed, marital status, pregnancy, disability, national origin, sexual orientation, gender identity, veteran status, or any other protected category. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives. Throughout our interview process, if you need a reasonable accommodation due to a disability, please email recruiting@onupkeep.com 

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