Customer Success Manager

Customer Success is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service and continue to purchase on a recurring basis. As such, we need a manager to own driving success for our customers. This role includes responsibilities for Customer Success activities (support, services, adoption, advocacy, retention, on-boarding overflow capacity etc.) and outcomes (e.g. expansion, up-sell, etc.).

Thousands of people use Uptick every day - for their entire day - so making our software delightful and intuitive and backing it up with amazing customer support is our top priority.

You’ll be working with an amazing team of people that care about their job and enjoy coming to work in a fast paced scale-up environment.

Responsibilities

To qualify for this role you’ll need to have:

• Proven experience: You should have a minimum of 3 years of experience as a Customer Success Manager or similar role in a SaaS company as well as a track record of successfully managing a portfolio of clients and helping them achieve success.
• Excellent communication skills: you must have the ability to manage and influence customers through persuasion, negotiation and consensus building.
• Technical proficiency: you should have a solid understanding of SaaS software products, as well as the ability to troubleshoot technical issues that may arise. You should be able to work with customers to identify their specific needs and help them navigate complex software systems.
• Team player: you should be able to work collaboratively with cross-functional teams, including Sales, Support, Success and you should be able to share information, provide feedback, and work towards common strategic goals.
• Problem-solving: You should be a creative problem solver, able to identify and address issues that may arise during the customer journey. You should be able to think on your feet, develop solutions quickly, and communicate them effectively to customers.

Requirements

To succeed in this role a candidate must exhibit:

• Project management: making sure that internal and external milestones are tracked and achieved.
• Analytical thinking: curious about data and enjoy making informed decisions based on the available data and analysis.
• Customer-focused: you should have a customer-focused mentality and be able to build strong relationships with clients. You should be able to empathise with customers' needs and concerns.
• Product expert: You should be obsessed with the product , continually improving your product knowledge and making sure customer success is the informed product experts in the team
• Commercial mindset: You should have a strong understanding of business metrics and how they relate to customer success. They should be able to identify business opportunities, assess risks, and make decisions that drive customer value and growth.