Customer Success Manager

 Confidential   -   Newark, CA 94560


Posted 4 years ago

This job is no longer active.


Upward has a rapidly expanding base of small business customers that need to be serviced with the best care and efficiency. Our mission for these clients is to attract and hire the best possible talent. To continue to build our brand and adoption among Hiring and Branding Teams, we want our customers to receive massive value from our service.


  • Drive Customer Success Outcomes by increasing renewal rates and reducing churn
  • Influence future Customer lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Expand revenue in accounts through cross-sell and up-sell via partnership with Account Management
  • Generaten ew business growth through greater advocacy and reference-ability
  • Define and optimize the Customer Lifecycle
  • Deliver ?WOW? moments as early as possible in the customer journey and through out their journey as Customers
  • Manage Customer Success activities to include but not excluding Onboarding, Training / Education, Professional Services, Customer Support, Client Check-in Calls & QBRs, Renewals, Cross-sell / Up-sell, and Customer Advocacy
  • Measure Effectiveness of Customer Success by defining and executing on operational metrics
  • Communicate metrics to executive team, company and board
  • Grow and lead a world-class Customer Success Team through successful recruitment
  • Enhance Effectiveness and Efficiency Through Technology Support systems and Customer marketing software
  • Inspire Customer Success Across all of Glassdoor and create a company-wide culture of Client Advocacy

Qualifications and Experience

  • 5+ years experience in leading customer-facing organizations
  • Strong drive for delivering amazing client experiences and value
  • Strong empathy for customers AND passion for retention and growth
  • Preferred combined background of post-sale and sales experience
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Experience scaling customer success systems
  • Experience developing scalable customer education programs
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills at the Executive level
  • Relevant Bachelor?s degree

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Employment Type:   Full-Time

About Confidential: mission is to help both employers grow their business and employees grow their career. We believe in hard work. We believe in education. We believe in opportunity. And we believe that when these three intersect, lives change for the better. Our initial product was built to provide timely alerts to job seekers. We believe the most important first step towards finding a new job for most job seekers is simply knowing that it exists. We send email, SMS and mobile app alerts to millions of active job seekers each month. We offer employers ultimate flexibility in how they choose to distribute their jobs and generate applicants across the 100+ sites in our job alert network. Employers can choose to have job seekers apply on or drive traffic to their own website/ATS. In addition, they can also choose how they want to manage their budget allowing each employer to set minimum spends and start or stop their campaigns by location, position, brand or overall at any time We also offer a keyword-based pay-per-click advertising platform for advertisers that are targeting job seekers. Finally, we have a complete set of publisher tools to help other job boards monetize their traffic with our syndicated sponsored jobs, sponsored ads and white label job alert services. We take great pride in being easy to do business with and performing for our employers, advertisers and partners. We welcome the opportunity to earn your business.

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