[Hiring] Customer Success Account Manager @Upbound

Role Description

Upbound is hiring a Customer Success Account Manager to own the post-sale relationship for our Commercial segment. This is a high-energy, relationship-first role for someone who is as motivated to protect and grow revenue as they are to genuinely help customers succeed with Crossplane-powered infrastructure.

You are not a passive check-in person. You are a proactive, commercially-minded relationship builder who:

• Maps stakeholders before they become risks.
• Gets curious about how Upbound's platform can create more value.
• Treats every renewal as something that was won, not assumed.

You will own the customer lifecycle from kickoff through renewal and expansion, working alongside Solution Architects, Customer Support, and Solution Engineers to ensure Upbound accounts fully adopt the Upbound platform and see clear, measurable value from their investment.

In this role, you will:

• Renewal Ownership & Commercial Focus
  • Own GRR as your primary metric — accountable for ensuring every Commercial account renews.
  • Proactively identify expansion opportunities and bring them to the AE with a clear business case.
  • Build and maintain accurate renewal forecasts, risk flags, and health signals across your portfolio.
  • Drive referencibility and case study development.
• Relationship Building & Stakeholder Management
  • Map every account: know who the economic buyer, technical champion, skeptic, and unintroduced contacts are.
  • Build genuine, trusted relationships across your accounts.
  • Lead regular customer touchpoints, QBRs, and business reviews.
  • Act as the customer's advocate inside Upbound.
• Technical Curiosity & Platform Adoption
  • Stay genuinely curious about Crossplane, Kubernetes, and the infrastructure platform space.
  • Partner with SAs to understand implementation status and translate that into commercial risk or opportunity.
  • Champion Upbound's product vision with your customers.
  • Identify underutilizing customers and build action plans to accelerate adoption.

Qualifications

• 3–6 years of experience in Customer Success, Account Management, or a closely related commercial role ideally in B2B SaaS or infrastructure software.
• Proven track record owning renewals and expansion; hit GRR/NRR targets.
• Relentlessly relationship-driven; energized by building new connections.
• Commercially aggressive; always looking for expansion opportunities.
• Genuine technical curiosity; quick learner of new technologies.
• Strong communicator; able to engage with various stakeholders effectively.
• Some SDR or outbound experience; skilled in opening doors and creating pipeline.

Requirements

• Familiarity with Kubernetes, cloud-native infrastructure, or developer platforms is a plus.
• Experience at an early-stage or scaling startup where you built processes.
• Background in infrastructure, DevOps tooling, or platform engineering adjacent software is advantageous.

Benefits

• Opportunity to shape systems and strategies that drive predictable, scalable growth.
• Work with cutting-edge cloud technologies.
• Direct impact on how revenue is generated and scaled.