Customer Success Manager
Core
Drive product adoption, maximize customer value, and mitigate churn risks for a portfolio of accounts in a medium-touch SaaS engagement model.
Role type
Mid-level Customer Success Manager (SaaS)
Builds
UpKeep AI-first CMMS platform for frontline maintenance teams
Domain
SaaS / Asset Operations Management / AI
Deliverable
production ML models
Required skills
Customer success management, Salesforce, revenue retention (GRR/NRR), churn mitigation, account expansion, cross-functional collaboration, SaaS experience
Preferred skills
AI tool adoption, technical troubleshooting aptitude, business acumen
Technologies
Salesforce, UpKeep AI tools
Responsibilities
Manage dedicated book of business, drive product adoption and user training, achieve quarterly GRR/NRR targets, conduct proactive outreach to non-engaged accounts, secure verbal renewal commitments, source expansion revenue, partner with Sales and Support teams, deliver product walkthroughs and training sessions.
Seniority
Mid-level, hands-on IC