Customer Success Manager, Upflow

• 3+ years experience in a CSM role or similar position
• Growth-focused individual with a proven track record of hitting and exceeding goals
• Entrepreneurial mindset and at ease in a very fast-paced and rapidly changing environment
• Proven track record of building relationships and delivering outcomes
• Customer-centric approach: passionate about delivering outstanding service to customers
• Data-driven, analytical, and process-oriented
• Eager to learn and to collaborate cross-functionally
• Excellent written and verbal communication skills in English
• Based in NYC or surrounding cities

Desirable

• Upflow is looking for an experienced and talented Customer Success Manager to join our team. Our CS team delivers an outstanding customer experience, excellent Net Revenue Retention, and is passionate about the value Upflow brings to users
• Upflow is a product-led organization with a strong focus on easy sign-up, seamless onboarding, delivering value as quickly as possible, and communicating to users through the product to unlock revenue
• The Customer Success Manager at Upflow is in charge of value delivery, account expansion and retaining all our users. They own the customer from the completion of onboarding through to renewal, and they are also responsible for collaborating with Sales, Marketing and Engineering
• Own and scale a portfolio of US accounts
• Forecast, hit and exceed NRR expansion goals
• Ensure ongoing user satisfaction and retention of your portfolio of accounts
• Build strategic account plans to expand your portfolio, identifying growth opportunities in your portfolio
• Build Upflow Champions! Identify, establish, and strengthen relationships with key stakeholders
• Conduct QBRs with key accounts
• Leverage knowledge of Upflow platform to advise on best practices around product usage
• Improve internal processes to create more automations and efficiencies internally
• Collaborate with the Product Team and be the Voice of the customer
• Collaborate with the Marketing team to convert successful customers into advocates

• Recruitment process:
• 1 - Screening call with Brad, CRO
• It’s a discussion with your future manager. We’ll get deeper into your expertise and know-how. We’ll also give you a clearer view of what your day-to-day in that role is like. It’s a good opportunity to see if you foresee yourself working at Upflow
• 2 - Home assignment
• Your time to stand out! You’ll be given a home assignment, designed to assess your skills and give you a better taste of what being part of Upflow is like. Again, hiring is a two-way street! Ultimately: we believe assignments are a great way to control both of our biases. We care about what you can do; not your schooling, social background, or your identity
• 3 - Home assignment review & meet the team!
• Your hiring manager will spend up to 90 minutes debriefing your case with you. Brad, CRO will take part in this review. Hiring managers at Upflow are looking for team players: taking and giving feedback is key to thriving with us! You’ll also meet up with a few peers so you can foresee yourself as part of this team. Come with your questions!
• 4 - Founder interview
• Meet with Alex (co-founder & CEO). He will tell you everything about Upflow’s vision and values. It’s a privileged moment to ask questions, too
• 5 - Alignment & Offer!
• If you’ve made it this far, chances are we like each other and it feels like Upflow is a place you can grow and shine over the next few years. We will align on the right way for you to come on board, and if successful in that process we will extend you an offer, and you can relax and get ready for your new job
• Simple! Looking forward to your application…