[Hiring] Senior Manager, Customer Success @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.

Role Scope & Responsibilities

• Lead and develop a team of 4 Customer Success Managers, ensuring alignment with KCM's Customer Success Organization retention and expansion metrics, as well as Upland Software's operating values.
• Drive a high-performance culture through consistent coaching, structured feedback loops, and ongoing development of best practices.
• Act as the primary escalation point for customer portfolios, supporting the team in navigating complex situations, including executive-level conversations, negotiations, and objection handling.
• Partner closely with CSMs on critical accounts by joining customer calls where needed, particularly in high-impact or sensitive scenarios.
• Own weekly forecasting and reporting responsibilities, providing clear visibility to the Senior Director of Customer Success on retention, risk, and growth opportunities.
• Collaborate cross-functionally with Professional Services, Sales, Product, and Engineering to align on customer needs and drive successful outcomes.
• Champion customer satisfaction, retention, and expansion by ensuring the team is proactively identifying risks and opportunities within their portfolios.
• Lead and contribute to strategic initiatives within the CS organization, helping to continuously improve processes, customer experience, and team effectiveness.
• Maintain a strong executive presence, both internally and externally, through regular stakeholder engagement and proactive communication.
• Foster accountability and urgency within the team, ensuring follow-through on commitments and a consistent focus on delivering impact.
• Lead on recruitment efforts and scaling up the CS team when required.

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.

For more information, visit www.uplandsoftware.com .

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.