Manager of Customer Success, Upland
More information about location
Cloud-based tools for digital transformation
Job no longer available
Cloud-based tools for digital transformation
1001+ employees
Job no longer available
More information about location
1001+ employees
Company mission
To deliver software to the doers, the deliverers, and the day-to-day heroes of real-life business.
Role
Who you are
- You’re passionate about developing a strong team, cultivating a collaborative atmosphere, and celebrating the teams’ successes
- 5+ years in client-facing roles for software companies, or other relevant work experience
- Familiar with industry terminology, strategies and best practices across the multiple use-cases for Project Portfolio Management software
- Confident thought leadership and a desire to support the continued development of those around you
- Excellent written and oral communication skills with a wide range of internal and external audiences
- A bias towards action and an ability to work with and develop a distributed remote team
- Innovative and assertive, with the ability to assess situations quickly and navigate to a positive outcome
- Strong organizational and time management skills and the ability to develop the same in others
- Self-starter mentality with an ability to thrive in a fast-paced environment
What the job involves
- The Upland Specialized Markets Customer Success Team is looking for a Manager of Customer Success to be responsible for ensuring our customers recognize the highest value possible from their Upland investment
- In this player-coach role, you will lead a team of Customer Success Managers and share their excitement in building the highest levels of success for our diverse customer base
- This position reports directly to the Head of Customer Success in Specialized Markets and is a key position in the business unit
- You will be responsible for driving retention and continued growth across the PowerSteering and Eclipse PPM product lines
- Lead and inspire a team of Customer Success Managers and Representatives through coaching and professional development plans
- Empower your team to own and grow customer relationships through proactive and regular engagement, particularly through success calls and quarterly business reviews
- Develop and nurture successful relationships with cross-functional counterparts in Support, Professional Services, Product, Marketing and Sales
- Collate customer feedback to better understand their goals and objectives. Identify and articulate how Upland’s solution(s) support achievement of strategic business goals
- Provide engagement strategies and guidance to maximize product adoption and best practice adherence resulting in measurable business impact
- Assess and track customer health across PowerSteering and Eclipse, communicate what's working and what's not through appropriate internal channels
- Support and guide your team through customer escalations and creative pricing solutions for renewals to achieve high retention rates
- Ensure your team possesses the appropriate product and process knowledge to enable success. Disseminate strategy and process changes in a clear and concise manner
- Meet & exceed renewal and expansion forecasts and quotas for PowerSteering and Eclipse
Our take
The global cloud computing size is huge and expected to grow 15.7% from 2022 to 2030. Cloud management software companies are constantly innovating with evolving products to keep up with our ever-growing reliance on tech. Upland is a well-established leader in enterprise software providing cloud-based tools.
The company has developed several products over the years, now offering a powerful cloud software library of 25 products. Each product aids the digital transformation of companies, encouraging businesses to step away from home-grown methods and accelerate workflow through cloud-based methods. A more recent innovation from the company is Upland Ingenius, combining computer telephony integration (CTI) and customer relationship management (CRM) to support efficient and tailored communication with customers by analysing and organising data.
Upland has attracted over 10,000 companies, including the likes of Pepsico and Tableau. An exciting investment from HGGC in 2022 means the company can continue to scale and strengthen its products' capabilities. This will be key for Upland to retain its competitive edge as a leader in the cloud computing market.
Steph
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Mar 2016
$1m
SEED
Jan 2014
$15m
GROWTH EQUITY VC
Total funding: $48.2m
Company HQ
Congress Avenue Historic District, Austin, TX
Leadership
Jack McDonald
(CEO)A serial entrepreneur having built 4 successful technology companies and led two successful Nasdaq Global Market IPOs.
Mike Hill
(CFO)Previously CFO and VP of Strategic Finance at Perficient, a leading information technology consulting firm. Was also Director of Finance at Performance Retail.
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