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Job Title: Customer Success Manager
Customer Success is vital to our long-term profitability. Without recurring customer value and purchases, we cannot succeed. This role:
- Owns driving customer success through Customer Success activities (support, services, adoption, advocacy, retention, onboarding, overflow capacity, etc.)
- Focuses on customer outcomes, including expansion and upsell opportunities
Thousands of users rely on Uptick daily for their workflows, making it critical to deliver a delightful, intuitive software experience backed by superior customer support.
You’ll join an engaged, high-performing team in a fast-paced, scalable environment that values excellence and camaraderie.
Key Responsibilities
- Ensure seamless implementation of the product, driving user adoption and long-term satisfaction.
- Build strong relationships with clients—aligning product ownership with client needs, ensuring delightful experiences.
- Advocate for customers' pain points and successes across cross-functional teams.
- Turn customer success into tangible business growth—through expansion, upselling, and retention strategies.
- Own the end-to-end customer journey, from onboarding to support overflow capacity management.
- Collaborate with Sales, Support, and Product teams to refine policies, updates, and customer interactions.
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What We’re Looking For
To thrive in this role, candidates should demonstrate:
- Project Management – Track and achieve internal/external milestones, ensuring measurable progress.
- Analytical Thinking – Leverage data to make informed decisions, with a curiosity for insights.
- Customer-Focused Mindset – Build authentic relationships, understand pain points, and deliver value.
- Product Expertise – Obsession with product ownership, continual knowledge improvement, and acting as a customer advocate in the team.
- Commercial Acumen – Strong grasp of business metrics, risk assessment, and growth strategies.
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Requirements
To qualify, you must have:
- Proven experience as a Customer Success Manager (or equivalent) in a SaaS company, with at least 3 years of experience.
- Demonstrable track record of managing a portfolio of clients and driving success.
- Exceptional communication skills – Influence buyers through negotiation, collaboration, and consensus-building.
- Technical proficiency – Deep understanding of SaaS software, troubleshooting skills, ability to clarify complex systems for users.
- Cross-functional teamwork – Collaborate with Sales, Support, Success, and other teams to achieve shared goals.
- Problem-solving – Creative, resourceful, able to identify and address challenges in customer journeys quickly and clearly.
Not bad, eh? Ready to drive customer success through top-tier ownership and growth strategy? Let’s get cracking.
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