Customer Success Manager – Gestionnaire du succès client
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Job Description
Entry-level Customer Success Manager at Upland Software helping clients maximize success with SaaS solutions. Building relationships and managing customer satisfaction, renewals, and growth.
Responsibilities:
- Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion.
- Build and maintain strong, long-term relationships with customers by understanding their needs and aligning our solutions to meet their goals.
- Identify any potential risks associated to customer health and retention and communicate through regular pulse updates.
- Attend on-site customer meetings and relevant industry events
- Serve as the voice of the customer, providing feedback to internal teams to improve products, services, and processes.
- Monitor customer health metrics and reach out proactively to ensure customers stay engaged and successful.
- Collaborate with support and technical teams to address and resolve customer issues promptly.
- Support in renewal conversations, forecasting and communicating clear next steps to secure timely contract renewals.
- Identify new opportunities for growth and expansion.
- Assist with various special projects to support the Customer Success organization.
Requirements:
- Bachelor’s degree or equivalent
- 2+ years in client-facing roles for software companies, or other relevant work experience
- Excellent written and oral communication skills with a wide range of audiences
- Innovative and assertive, with the ability to pick up new technologies and assess situations quickly
- Strong organizational and time management skills and the ability to manage multiple customers and projects simultaneously
- Experience with Salesforce or other CRM systems
- Customer oriented attitude and problem-solving aptitude.
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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