Scale Customer Success Manager, UpSlide

• At least 2 years of proven experience in enterprise B2B relationship management, customer success, or account management
• A proactive mindset, with a proven ability to identify opportunities for process improvement and design scalable solutions for multiple accounts
• Strong analytical skills and a data-driven approach that allows you to recognize patterns in your client portfolio and turn insights into actionable strategies
• A track record of successfully building new and applying existing customer success strategies to drive client outcomes
• A proven ability to manage multiple customer accounts effectively, leveraging automation and one-to-many approaches to scale success initiatives
• Strong communication and interpersonal skills, with the ability to build rapport and trust through scalable engagement channels
• A passion for leveraging data, analytics, and automation to drive ROI
• Strong team player mindset, always looking for ways to contribute but also manages well independently
• Proficiency in Microsoft Office (especially PowerPoint and Excel)
• An expert eye for detail
• Excellent written and verbal communication skills (min. fluent in English)

Desirable

• You’ll be working directly with 5 fellow CSMs in London, 15 CSMs globally, and managed by Ellie (Success Team Lead)
• You will manage a large portfolio of small to medium-sized clients within the rapidly growing book of clients, with a focus on delivering high-impact, scalable support across multiple accounts
• With backing from senior team members, sales, support, and an expanding customer success function, you'll play a key role in shaping how we serve and support our clients - driving consistency, uncovering opportunities, and enabling growth
• We are seeking an inquisitive and results-driven Scale Customer Success Manager to join the team
• This is an exciting new role at UpSlide, which offers a unique opportunity to help build and implement a strategy for our small-medium client segment
• As a Scale CSM, you will manage a broad portfolio of customers, ensuring their success through a mix of high-touch and one-to-many engagement strategies. You will be pivotal in customer retention, adoption, and growth, driving efficiency through scalable processes and automation
• This role requires a proactive approach to identifying growth opportunities, fostering strong relationships, and collaborating closely with cross-functional teams, including Sales, Product, and Marketing, to ensure our customers achieve their business objectives
• Deliver scalable customer success initiatives by leveraging automation tools and data-driven engagement strategies. Collaborate with cross-functional teams to refine the scaled customer success programme using insights and feedback
• Optimise existing processes within the company and actively enhance customer success initiatives
• Analyse client data and engagement metrics to continuously enhance and tailor success playbooks for improved outcomes
• Stay abreast of industry trends and share relevant insights to help customers remain ahead of the curve
• Oversee a diverse portfolio of customer accounts, ensuring high levels of satisfaction and long-term client retention
• Foster and maintain trusted client relationships through training sessions, webinars, newsletters, and scalable communication channels, while proactively identifying their needs and business goals
• Identify potential risks within accounts and implement proactive strategies to minimise churn
• Conduct business reviews where appropriate to highlight the impact and value of UpSlide's solutions
• Cultivate enthusiasm for UpSlide within your client base, identifying brand ambassadors to advocate for its value across their organisation
• Seek out and drive upsell and expansion opportunities within your client base by being commercially curious
• Collaborate with the Product team by ensuring the customer voice is represented in product development
• Your goals:
• 3 months:
• Be familiar with UpSlide and our client industries
• Be signed off to give training sessions and business reviews
• Begin building knowledge of your client portfolio, identifying early patterns and recurring themes
• 4-6 months:
• Be autonomously managing your book of clients and handling day-to-day interactions
• Proactively identifying opportunities to create scalable solutions for multiple accounts
• Deepening your technical knowledge of UpSlide
• Adding value to the team (process improvements, suggesting ways to solve tricky client situations, taking on projects outside of core role)
• 9 months:
• Be on track to hit annual KPIs (NRR and churn rate)

• Phone interview with Andrea, Talent Acquisition [45’]
• Video interview with Ellie, Success Team Lead. This interview will include a training session [45’]
• In-person interview with Alex, Head of Success [90’]
• Final video interview with Aurore, Deputy CEO [30’]
• We'll conduct a reference check to learn how to help you thrive!
• ⚡ On average, our process lasts 3 weeks