Customer Success Manager, UJET
$90-100k
Plus variable compensation
AI-powered contact center solutions
Open for applications
AI-powered contact center solutions
201-500 employees
Open for applications
$90-100k
Plus variable compensation
201-500 employees
Company mission
To transform customer experience with AI-powered, cloud-native technology that actually makes life easier for customers, employees, and IT teams alike.
Role
Who you are
- We are looking for an analytical thinker who will strategize and manage the needs of his/her customer portfolio, while collaborating with the internal UJET team
- The role requires strong product understanding as well as excellent customer-facing and presentation skills
- Proactively identify, qualify, and close expansion opportunities (upsells/cross-sells) within your portfolio to consistently exceed Net Revenue Retention (NRR) targets
- Technical aptitude and expertise with cloud technology
- Experience with Contact Center Technology services and software, including Telephony and/or Telecommunications software (a plus)
- Ability to work in a fast-paced startup environment and maintain composure and tact in high-pressure situations
- Excellent written and verbal communication skills
- Proven track record of strong internal and external relationships
- Passion for providing services and experiences that exceed expectations
- Self-driven, focused, and motivated
- Experience with one or more CRM software such as Zendesk, Salesforce, or Kustomer
- Team-oriented with a dedication to forward-thinking and creative problem solving
- Ability to CHALLENGE and inspire customer adoption of the UJET platform
- Confidence in speaking to technical audiences with an executive and prescriptive presence
- Commercially minded with a proven success record in transforming customer’s businesses and upselling/cross-selling growth
- 3-4 years of relevant experience (preferably in SaaS)
- Bachelor's degree or equivalent experience
What the job involves
- We are looking for an experienced and skilled Customer Success Manager to join our team. The CSM is a customer-facing role focused on driving customer value and success through optimal utilization of the UJET platform
- This is accomplished by ensuring customers realize and experience value from UJET, monitoring indicators of customer health, addressing customer concerns, and helping them better use our technology/platform to meet their corporate goals and objectives
- With established trust and loyalty, this role seeks to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities
- This role is also responsible for driving product adoption during the customer journey to result in frictionless renewal growth
- Identify and Drive Expansion: Act as the primary strategic advisor for assigned accounts, leveraging deep product knowledge to identify, qualify, and close expansion opportunities (upsell/cross-sell)
- Commercial Success Planning: Develop and execute comprehensive Success Plans that align product adoption with the customer’s long-term business goals, specifically designed to drive account growth and seat expansion
- ROI as a Sales Tool: Quantify and present the ROI and cost-savings of the solution to justify contract renewals and provide the commercial rationale for increased investment
- Retention & Risk Mitigation: Proactively manage the customer lifecycle to ensure 100% retention; execute aggressive risk-mitigation plans for "at-risk" accounts to protect annual recurring revenue (ARR)
- High-Impact Business Reviews: Orchestrate and lead Executive Business Reviews (EBRs) that move beyond tactical updates to focus on strategic value, future roadmap alignment, and commercial partnership opportunities
- KPI Alignment for Renewal: Establish and improve baseline KPIs that matter most to the customer, using these metrics to prove the solution's indispensability during renewal cycles
- Executive Relationship Management: Build high-level advocacy within customer organizations through persuasive storytelling and data-driven presentations that align UJET’s value proposition with the customer’s strategic vision
- Monetized Adoption: Guide customers to increase adoption of specific features and modules that correlate with higher customer lifetime value (LTV) and lower churn
- Strategic Best Practices: Educate customers on industry-specific best practices that encourage deeper integration of the solution into their tech stack, making the product "sticky."
- Customer-Centric Feedback Loop: Collect and synthesize customer feedback for Product and Engineering teams to ensure the roadmap supports features that drive marketability and upsell potential
- Cross-Functional Sales Partnership: Collaborate regularly with Sales, Marketing, Product and Executive teams to lead initiatives that benefit the wider organization and improve the "land and expand" strategy
- Resolution for Retention: Manage and advocate for complex technical escalations, ensuring a resolution that protects the commercial relationship and respects internal processes
- Cadence & Priority Alignment: Maintain a consistent cadence with customers to ensure UJET remains their primary partner for achieving short-term wins and long-term strategic objectives
Our take
Generative AI is quickly becoming a common tool for companies, and this trend can be seen especially within the customer service and experience sector. Call centres and other customer-facing roles are being facilitated increasingly by AI - and UJET leverages generative AI to help its enterprise customers create tailored customer experiences.
UJET has built a cloud-native platform that positions AI at every touchpoint of an enterprise’s customer journey. Alongside a frictionless CX journey, UJET analyses customer interactions to provide its clients with insights and operation streamlining suggestions. This ultimately builds an end-to-end system for communicating with enterprise clients.
Building on earlier investment momentum, UJET has expanded its AI capabilities through the acquisition of Spiral, a conversational analytics company. The move combines automated customer interactions with deeper insight into why customers are reaching out, helping businesses spot patterns, predict issues and reduce churn. It positions UJET not just as a contact centre provider, but as a broader intelligence platform focused on proactively improving customer experience.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Anad Janefalkar
(Founder & Chief Evangelist)Previously an Advisor at select startups. Was also VP of Hardware Engineering at Thalmic Labs, Senior Engineering Manager at Jawbone and Lead Engineer at HP Palm.
Vasili Triant
(CEO)Previously COO and Chief Business Officer at the company. Prior to this, they were a Board Advisor at Hire Endeavors, Strategic Advisor at Talkdesk and Board Member at Servion Global Solutions.
Kristin King
(CCO)Kristin joined the company in 2021 as a VP of Customer Success, since then she has held a number of roles and moved into the role of CCO in 2026. Previously, she spent 21 years at Windstream, joining in 2000 as a Regional Director of Sales, Michigan Region before working through a number of roles and leaving the company as VP of Kinetic, Customer Success in 2021.
Baker Johnson
(CBO & CMO)Baker joined the company in 2020 as a VP of Marketing, he then moved into the role of CMO in 2021 and added CBO to his title in 2025. Previously, he was a Senior Director of Strategy & Operations, Cisco Contact Center Solutions at Cisco and CMO at CaféX Communications
Leslie Blanke
(CPO)Leslie joined the company in 2020 as Head of Product Marketing, since then he has held a number of roles, becoming CPO in 2025. Previously, he spent over 4 years at Serenova as a Senior Director of Product Marketing, VP of Product Marketing & Strategic Alliances and Senior VP of Product Management.
Ian Peters-Campbell
(CTO)Prior to joining ujet.xc in 2025, Ian spent nearly 8 years at WEX as a VP of Global Platform Services, SVp of Platform Technology and SVP of Mobility & Payment Engineering.
Amy Devers
(CPO)Amy joined the company in 2025 as a Senior VP of Human Resources, moving into the role of CPO later that same year. She is also an Advisor & Consultant at evers Consulting Group. Previously, she spent nearly 4 years at JupiterOne as the Chief of Staff & VP, HR, VP of HR & People Operations, and as an Executive Consultant & Advisor.
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