[Hiring] Customer Success Manager @Upland Software

Role Description

The Manager of Customer Success at Upland Software represents the pinnacle of driving retention and long-term customer value across the business. This role is responsible for leading, coaching, and developing a high-performing Customer Success Management team, setting the standard for excellence and embedding best practices that elevate execution across the function.

Acting as the voice of Customer Success for the product portfolio, the Manager plays a critical role in shaping strategy and ensuring the customer perspective is reflected in every decision. Equally, they serve as a key connector across the organization:

• Aligning closely with Sales to maximize revenue growth within the existing customer base.
• Partnering with Support to ensure technical issues are resolved with urgency and precision.
• Collaborating with Marketing to strengthen Upland’s presence and thought leadership in the market.
• Working alongside Product and R&D teams to translate technical complexity into clear, customer-centric value while helping to influence future product direction.

Qualifications

• Experience in leading and developing high-performing teams.
• Strong understanding of customer success metrics and best practices.
• Excellent communication and negotiation skills.
• Ability to collaborate cross-functionally.
• Proven track record in driving customer satisfaction and retention.

Requirements

• Lead and develop a team of 4 Customer Success Managers.
• Drive a high-performance culture through consistent coaching and structured feedback loops.
• Act as the primary escalation point for customer portfolios.
• Partner closely with CSMs on critical accounts.
• Own weekly forecasting and reporting responsibilities.
• Collaborate cross-functionally with Professional Services, Sales, Product, and Engineering.
• Champion customer satisfaction, retention, and expansion.
• Lead and contribute to strategic initiatives within the CS organization.
• Maintain a strong executive presence through regular stakeholder engagement.
• Foster accountability and urgency within the team.
• Lead on recruitment efforts and scaling up the CS team when required.

Benefits

• Remote work flexibility.
• Opportunities for professional development.
• Collaborative and creative work environment.

Company Description

Upland Software (Nasdaq: UPLD) is the intelligence layer that unifies and contextualizes enterprise knowledge, content, and data, turning isolated information into actionable outcomes for every human and agent. More than 1,100 enterprise customers rely on Upland's deep domain expertise to unlock the full value of their AI and agent-driven operating models, driving measurable outcomes across customer experience, employee productivity, and regulatory compliance.

Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.