[Hiring] Sr Customer Success Manager @Upland Software

Role Description

The Upland Team is looking for an exceptional Sr. Enterprise Customer Success Manager who will actively engage and partner with our enterprise customers to maximize adoption and achieve measurable business outcomes. Customer Success Managers (CSMs) will own the customer journey, working with key stakeholders and executive sponsors to drive long-standing partnerships and revenue retention. This role will focus on the Upland Knowledge Management solution, our RightAnswers product line.

The CSM is responsible for overall customer wellbeing by:

• Monitoring customer health
• Producing success and maturity plans
• Identifying expansion opportunities and billable services
• Acting as an escalation point for customer issues
• Negotiating and managing contract renewals

This role is designed to scale quickly within a highly strategic portfolio, offering clear progression opportunities into broader team leadership roles.

Primary Responsibilities:

• Manage a portfolio of approximately 10-20 accounts, understanding business goals and challenges to help achieve renewal targets and long-term account growth.
• Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion.
• Define and execute success plans for maturing and expanding customer accounts by establishing and managing relationships and understanding critical success factors.
• Collaborate with internal cross-functional counterparts in Sales, Product, Engineering, and Professional Services to evolve, grow, and mature our customers.
• Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support.
• Senior level relationship ownership and management. Understand clients’ business and identify opportunities for Upland to add value.
• Provide leadership and insight into customer’s objectives, process, and technology roadmaps.
• Identify any potential risks associated with customer health and retention and communicate regularly to the leadership team. Collaborate with internal cross-functional teams to create and execute risk mitigation plans.
• Facilitate multiple moving parts, resources & communication chains.
• Manage customer subscription renewals, including proposal development, estimates, and commercial negotiations.
• Identify new opportunity (growth) and drive expansion within existing customer portfolio.

Qualifications

• Bachelor’s Degree in relevant discipline such as Business, Technology, or related field
• 7+ years relevant work experience in client-facing roles for technology companies
• Experience as a commercially focused Customer Success Manager or Account Manager
• At least 5 years of experience in a SaaS/Cloud product company
• At least 7 years of enterprise solution delivery experience
• Strong relational skills to establish Trusted Advisor relationships with large complex Enterprise customers
• Innovative and assertive, with the ability to pick up new technologies and assess situations quickly
• Creative problem solver and team player
• Extremely proactive, highly organized, with the ability to manage multiple tasks

Requirements

• Knowledge Management software/industry experience
• Familiarity with AI-powered support and knowledge tools
• Salesforce CRM
• Commercial acumen
• Strong preference for candidates located in Eastern Timezone

Company Description

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, 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.