Customer Success Manager

Upkeep Los Angeles , CA 90009

Posted 3 months ago

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).

Founded in 2014, our mission was to help hard-working and underserved technicians, facility managers, and maintenance teams become more productive through the adoption of new technology. Today, UpKeep has created a modern and intuitive mobile software that is simplifying work orders, maintenance requests, and inventory/asset management across multiple industries. We're focused on remaining the most innovative and collaborative CMMS product on the market by constantly improving the ways we empower the world's deskless workforce. We currently employ 50+ amazing people that work together to support over 160,000 global users!

Backed by Y Combinator and Emergence Capital, we've raised $13M in funding from some of the top VC's in the world. We were recently recognized as a "Best Place to Work" by Built in LA, and Tech in Motion's "Best Startup in LA"

Our employees receive top-notch benefits such as company equity, unlimited PTO, 401k, and affordable health insurance options. We love our casual dress code, fully stocked kitchen, weekly catered lunches, and dog-friendly office. At UpKeep, you'll have the opportunity to work alongside truly talented, genuine, and warm people who strive for progress, not perfection. Let's do this together!

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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Customer Success Manager

Upkeep