Enterprise Customer Success Manager

UpSlide is the document production layer for financial services. We orchestrate LLMs, machine learning, and workflow agents within Microsoft 365 to deliver reliable, quality outputs in the most efficient and cost-effective way.

As a Microsoft Solutions Partner, with 14+ years supporting financial services teams, we bring together expertise from the tech, finance and design fields to help clients like KPMG, BNP Paribas, Rothschild & Co. boost productivity while improving brand consistency across their corporate documents. 

We are a certified B Corporation, upholding the belief that businesses should have a positive impact on society.

✨ Our values

Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value:

• Excellence: We think that every detail counts, and we place great importance on the quality of our deliverables.

• Trust: We are passionate, committed, and free to act with autonomy.

• Happiness at work: We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.

🤝 The team

You will join our Enterprise Customer Success team for the EMEA, APAC, and NA regions, a group of Customer Success Managers, each responsible for a focused portfolio of our largest and most strategic accounts.

You will join a team of 6, including 5 CSMs and Majhon, Head of Customer Success Enterprise, who will support you in achieving your goals. You will also be part of a global Customer Success community across our five offices.

Here is what the Go-To-Market organization looks like at UpSlide:

• Account Executives: Prospect, acquire new business acquisition and expand existing accounts

• Consultants: Lead implementation projects, deliver client training, and ensure successful deployment

• Customer Success Managers: Own a portfolio of accounts end-to-end, driving retention, renewal signing, expansion within existing entities, value realization, and long-term account growth

• Support Engineers: Resolve day-to-day technical questions and issues, and ensure a smooth customer experience

🖋️ Your responsibilities

As an Enterprise Customer Success Manager, you will own the end-to-end relationship with a portfolio of our largest, most strategic accounts. You will build deep, multi-threaded relationships with key stakeholders, lead high-impact business reviews, and act as a trusted advisor, proactively protecting and growing revenue across your book through both retention and expansion.

This is a role for someone who thrives on depth: fewer accounts, higher stakes, and the ability to build genuine, senior-level relationships that compound into long-term growth, while knowing how to sync with regional counterparts on accounts that span multiple geographies, keeping a global view of the relationship without owning every part of it directly.

Account Ownership & Revenue Growth (50%)

Own the business performance, strategy, and health of your portfolio of strategic accounts:

• Take full ownership of your portfolio (ARR, NRR, renewal, risk level)

• Build and execute structured, tailored account plans for 100% of your accounts, with clear growth and retention objectives

• Proactively identify both expansion opportunities and churn risk through data analysis and direct relationship insight, and own them through to resolution or close

• Monitor account health through usage data, adoption metrics, contact network and mapping, and stakeholder engagement

• Maintain accurate forecasting (renewals, churn, upsell potential) and rigorous CRM discipline (Salesforce accuracy and completeness)

Customer Value & Expertise (40%)

Drive measurable value and position UpSlide as a strategic partner:

• Lead high-impact Business Reviews focused on ROI and value realization

• Lead complex or sensitive conversations (renegotiation, escalations, dissatisfaction) with confidence and clarity

• Secure executive sponsors and build multi-threaded relationships within each account

• Develop and maintain strong product expertise and a deep understanding of client industries and use cases

• Craft value-driven narratives tailored to each stakeholder's priorities

Cross-functional Collaboration (10%)

Align with internal teams to maximize customer outcomes and business impact:

• Partner with Sales on the account expansion strategy and account mapping

• Collaborate with Professional Services when deeper deployment or training support is needed

• Work closely with Product and Support to relay structured feedback and improve the customer experience

• Coordinate with CSMs in other regions on shared or global accounts

• Contribute to Customer Success best practices and performance improvement initiatives

To work on these tasks, you will mainly use the following tools: Microsoft Office, UpSlide, Salesforce, Gong, PowerBI, and Notion (or local equivalents).

⚡Your goals

You will be assessed on:

• Net Revenue Retention (NRR)

• Churn

• Expansion / upsell contribution

• Depth and health of executive relationships across your portfolio

• Ability to maintain full ownership and visibility on shared accounts