Customer Success Manager   -   Newark, CA 94560


Posted 3 years ago


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


We believe in the American Dream. We believe that when hard work, an education and opportunity intersect, people grow and live a better life. That's why our products are built to help people find a great job and to take the next step in their careers.

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