As a Senior Customer Success (Account) Manager, you are the quarterback of the account - coordinating the many moving pieces across Uptempo's products and teams to ensure a seamless, high-value experience for a portfolio of strategic and growth enterprise accounts. You own the overall health, retention, and growth of these accounts, and are commercially accountable for your book of business, carrying gross and net revenue retention targets and owning the customer relationship end to end - from onboarding and value realization through renewal and expansion.
You build long-term relationships to become a trusted advisor, maintaining a deep understanding of Uptempo's solutions and educating customers on the features and functionality most relevant to their business needs while identifying opportunities to expand the partnership. You are the voice of the customer - surfacing issues, feedback, and escalations internally, and shaping product enhancements that help us better serve our customers.
This is a role for someone who likes to build, innovate, and drive growth in a complex, fast-moving environment. You are a self-starter who works well within a team, and you bring experience navigating the scale and complexity of Fortune 100 accounts.
What You'll Do Adoption & Value Realization - Own the end-to-end customer lifecycle for your portfolio of enterprise accounts, driving product adoption, outcomes, and measurable ROI in close partnership with the Sales and Onboarding team in year 1 and as the sole owner post implementation.
- Conduct strategic executive business reviews (onsite and virtual) to identify opportunities for customers to optimize usage through best-practice recommendations.
- Guide marketing operation best practices to advance customer maturity across marketing planning, budgeting, ROI, and performance management.
- Work in partnership with Product and Support to improve application optimization and customer value.
Health & Retention - Proactively monitor account health, anticipate risk, and build and execute mitigation plans to protect and grow retention.
- Analyze and act on data to identify leading indicators of product usage, satisfaction, and loyalty, and drive departmental initiatives across direct and indirect channels.
- Manage customer and internal escalations to successful resolution, developing workarounds and solutions for unique use cases.
- Deliver 'white glove' treatment to this enterprise customer segment through defined engagement programs and initiatives.
Growth & Commercial Accountability - Carry and deliver against commercial targets for gross retention, net revenue retention, and expansion across your book of business.
- Identify, qualify, and progress up-sell and cross-sell opportunities, partnering closely with Solution Engineers and Professional Services to support a successful close.
- Forecast renewals and expansion accurately, providing clear visibility into risk and opportunity across your accounts.
Voice of the Customer & Collaboration - Act as the advocate for the customer, driving improvements in process and product both externally with the client and internally at Uptempo.
- Work cross-functionally to prioritize, foster, and improve relationships with customer executives and internal stakeholders.
- Partner with internal teams to create new initiatives that improve customer satisfaction and loyalty.
- Demonstrate working knowledge of information security, data privacy, and secure data handling processes and procedures.
- On occasion, lead customer projects in support of the full customer lifecycle.
Skills & Experience We're Excited About - At least 8 years of customer success or account management experience with enterprise-level customers; marketing SaaS experience a plus.
- Experience working with Fortune 100-size accounts and the complexities that come with them.
- Proven track record exceeding retention and revenue targets (gross retention, net revenue retention, and expansion) in a quota- or retention-carrying rol - end to end
- Strong understanding of software-as-a-service, marketing workflow, and marketing technology, with a data-savvy, analytical approach.
- Ability to identify and qualify services and recurring-revenue opportunities and nurture to close.
- Confidence communicating with senior marketing executives in large enterprises about marketing budgeting, planning, and ROI requirements.
- A consultative approach to advising clients on best practices, with an entrepreneurial mindset and a bias toward doing what it takes to grow with the business.
- Experience working with customers at both senior management and technical levels, and navigating complex customer environments to a successful outcome.
- Outstanding written and interpersonal communication skills, with the ability to translate complex technical assessments into business language.
- Track record of leading customer management and process-improvement projects
- Comfort working independently in a casual yet fast-paced team environment.
- Experience with Salesforce, Gainsight, and Claude is an asset.
- Experience in marketing and/or martech is a plus
Department Customer Success Locations Louisville, CO, Minneapolis, MN, Toronto, Vancouver Remote status Hybrid
