Job Details

At Upland Software, you'll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work--and as we keep growing and evolving our workplace, that won't change. We're passionate. We're proactive. We take pride in our work, and we love a good challenge. Sound like you?

Opportunity Summary:

Upland Software seeks an experienced Customer Success leader to take the helm of the CSM & Renewals Management teams within the Customer Experience Management (CXM) business unit. CXM includes Upland's software products focused on allowing our customers to reach their audiences using mobile messaging, in-app messaging and analytics, audience development & email, CX feedback and orchestrating data & outreach via CDP. This group thrives by helping our customers drive their end customer outcomes. Given our recurring software business model, Customer Success is strategic to our customer health and thus our long-term profitability. We will not be successful unless our customers are receiving massive value from our products and as such, we need a senior executive to own and drive success for our customers. This role includes responsibilities for the range of Customer Success activities including adoption & advocacy, account management, as well as outcomes including renewals & expansion. Customer Success is at the forefront of the customer relationship with Upland. The role reports directly into the EVP & General Manager of the CXM business unit with a dotted line relationship into the Chief Customer Officer. This pivotal position is a key player both on the CXM cross-functional leadership team and the cross-Upland Customer Success Leadership group.

Responsibilities:

1. Drive Customer Success Outcomes: renewal rates, reducing churn across product lines.
2. Expanding revenue through partnership with sales & marketing to achieve expansion, cross sell & usage targets.
3. Improving Customer Health & NPS through early intervention strategies across functions including product & professional services.
4. Design & operationalize a customer experience that supports new business growth by earning advocates and increasing customer reference-ability.
5. Bring best practices from around the industry to address customer journey challenges across different product specialties.
6. Drive an accurate renewal forecasting process & reporting cadence.
7. Recruit, inspire and grow the remarkable team of professionals across products & geographies.
8. Foster collaboration within the team and other functions and across customer lifecycle.
9. Steward exec sponsor accounts and steer escalated customers back to a healthy state.

Required Experience/Skills:

1. 7 years experience in leading customer-facing organizations, ideally in enterprise software and SaaS.
2. Ability to manage influence through persuasion, negotiation, and consensus building.
3. Strong commercial chops - ideally honed through both post sales & sales experience.
4. Strong empathy for customers AND passion for revenue and growth.
5. Analytical and process-oriented operational mindset.
6. Demonstrated desire for continuous learning and improvement.
7. Enthusiastic and creative leader with the ability to inspire others.
8. Excellent communication and presentation skills.
9. Experience with marketing technology preferred.
10. Bachelor's degree required; advanced degrees preferred.

Salary Range:

$200K -- $250K

Minimum Qualification:

Account Management

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