Customer Success Manager, UpKeep
$75-82.5k
+ Company bonus + variable
More information about location
AI-powered asset operations platform
Be an early applicant
AI-powered asset operations platform
101-200 employees
Be an early applicant
$75-82.5k
+ Company bonus + variable
More information about location
101-200 employees
Company mission
To streamline the work order process and take you from reactive to preventive maintenance.
Role
Who you are
- Bachelor's Degree a plus in business, communications, or similar field
- 2+ years experience in a customer-facing customer success or account management role
- Experience with Salesforce
- Experience with being measured by Gross Revenue Retention, Net Revenue Retention, or similar metrics
- Experience with a previous cloud-based or SaaS company
- Ability to honor deadlines and follow through on commitments
- Outstanding prioritization, organization, and time management skills
- Strong written and verbal communication skills. Ability to manage multiple streams of communication
- Strong web presentation skills
- Basic technical aptitude to understand how to troubleshoot issues and provide effective solutions
- Possess ability to diagnose non-technical issues and prescribe next steps
- Possess ability to set clear expectations with customers
- Possess ability to be assertive but empathetic during customer interactions
- Skillful at managing relationships
- Possess basic business acumen to understand how business principles relate to customer success
- Self-starter that thrives in fast-paced environments
- Works well with others
- Receptive to change – is flexible. Seeks and adopts improved approaches and processes
- Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance
- Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary
- Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs
- Takes responsibility for their own learning - knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn
- Communicates ideas – respectfully exchange information and proposes a way forward. Listen to views of colleagues and take in diverse perspectives
- Works collaboratively – shares knowledge and information, fosters teamwork and contributes to a positive work environment where people want to come to work
- Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the company values
What the job involves
- As a Customer Success Manager (CSM), you will be responsible for a portfolio of accounts within our “high touch” engagement model
- Your core focus will be to drive product adoption, maximize customer value, and to perform proactive activities to mitigate churn risks as well as uncover expansion opportunities
- You will serve as the primary advocate for the customer and work with cross-functional teams to deliver an exceptional customer experience
- Success in this role will be measured by key metrics such as revenue retention, revenue expansion, customer engagement, and account adoption outcomes
- Manage a dedicated book of business within a high-touch engagement model, serving as the primary point of accountability for customer success
- Build strong, trusted customer relationships through recurring weekly or monthly meetings, ongoing email and phone communication, and periodic onsite engagements
- Multi-thread engagements within high-ARR accounts by identifying, engaging, and sustaining relationships with multiple stakeholders—including champions, administrators, and executive sponsors—to ensure continuity, alignment, and long-term partnership
- Act as a trusted product advisor, driving sustained usage and adoption of UpKeep’s core platform and all add-on products to maximize long-term customer value
- Share best practices related to user adoption, system administration, and maintenance workflow optimization to help customers achieve their desired business outcomes
- Deliver value-driven engagements such as adoption check-ins, quarterly business reviews (QBRs), and tailored product walkthroughs
- Drive consistent customer engagement across multiple channels, including email, phone, video conferencing, webinars, and onsite visits as needed
- Conduct proactive outreach to non-engaged or at-risk accounts to assess customer needs, satisfaction, and overall partnership health
- Complete a defined number of customer touch points each week (e.g., phone calls placed and meetings hosted) to maintain momentum and visibility across accounts
- Leverage AI daily to prepare for meetings, execute engagements, summarize outcomes, and deliver timely follow-ups
- Use AI to reduce manual effort, improve efficiency, and drive consistency across the customer lifecycle
- Promote and support adoption of UpKeep’s AI capabilities by guiding customers in transforming manual workflows with UpKeep Intelligence and related AI solutions
- Proactively monitor account health scores, usage trends, and risk indicators to identify and mitigate churn or downgrade risks
- Rally internal executives and senior stakeholders for key renewal discussions and high-risk customer situations to reinforce partnership value and executive alignment
- Partner closely with the Retention Team to resolve churn and downgrade requests and reinforce long-term customer value
- Identify expansion opportunities through proactive discovery and make strategic recommendations for plan upgrades, additional users, or additional products
- Collaborate with the Sales team to support renewal confirmations and expansion motions, particularly within high-ARR accounts
- Partner with Technical Support, Professional Services, Sales, and Product teams to address customer needs and deliver a seamless, high-quality customer experience
- Contribute to the continuous improvement of internal processes, playbooks, and standard operating procedures
Our take
For hundreds of thousands of repair workers, as well as facilities and operations managers, the task of making maintenance requests proves to be time-consuming and inefficient. UpKeep was designed so these critical workflow decisions can be made with data-driven insights and in real time, without mountains of note taking and paperwork.
For a monthly subscription fee, UpKeep's users can manage assets and inventory, track time and cost, implement preventative maintenance, and more, with two tiers of features plus a customizable business option to choose from. The platform serves companies across industries, from manufacturing and farming, to hospitality and fitness, and includes global enterprises like Yamaha and Unilever. It keeps the sharing of all types of maintenance issues conveniently on one platform, in an easy to read user friendly interface.
In 2022, the company successfully patented its "UpKeep Edge" product, which leverages sensors and cellular gateways to deliver real-time data on operating environments. This achievement showcases that the company is at the forefront of innovation in its field, and is positioned well to continue bringing next-level products to its customers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
May 2020
$36m
SERIES B
Mar 2018
$10m
SERIES A
Total funding: $48.9m
Company benefits
- Work from Home & Hyrbid: Most roles are fully remote, with a home office and WiFi stipend. Some positions are based in our Los Angeles HQ for in-person collaboration.
- Stock Options: We want our full-time employees to share in ownership and success of the company. Team members will receive Incentive Stock Options that can be purchased as soon as they are vested.
- Medical, Mental, Dental & Vision: We are committed to providing a comprehensive benefits program that helps our employees and their families stay healthy and maintain a positive work/life balance.
- 401k Plan: The future looks bright! We are happy to offer our employees the retirement benefits to build the future they want.
- Flexible Time Off: Our flexible PTO policy allows you to take the time you want and need to feel recharged and refreshed.
- Paid Parental Leave: UpKeep strives to support all of our employees. For those expanding their families, we offer a paid parental leave program to enable you to care for and bond with a newborn, newly adopted, or newly placed child.
- Los Angeles HQ: Our fully stocked HQ in the heart of Westwood village allows our teams to connect in person.
- Connected Culture: From virtual team events to in-person meetups, we keep our distributed team connected and engaged.
Company HQ
Westwood, Los Angeles, CA
Leadership
Ryan Chan
(Founder & CEO)Having studied at UCB, they worked as a Developer and Engineer for 3 years, before founding UpKeep as CEO in April 2016. They have been CEO since, alongside angel investing.
Justin Bates
(CFO)Prior to joining UpKeep in 2025, Justin spent nearly 5 years at Greenlight Guru as a Director of Finance, VP of FP&A and EVP of Finance. Before that, he spent nearly 7 years at SmarterHQ as a Controller and Director of Fiannce & Accounting.
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