Customer Success Manager

Position: Customer Success Manager
Required Time Zone: EST Business Hours
Location: Fully Remote
Compensation: Up to 75K base + competitive variable bonus structure

As a Customer Success Manager (CSM) at Uptime.com, you will be the driving force behind nurturing and expanding relationships within Uptime's client portfolio. You'll not only be the primary point of contact but a strategic partner who enables customers to maximize the value of Uptime.com’s services. The CSM will play a critical role in fostering client growth, improving retention, and identifying opportunities to expand our services within existing accounts.

This is a leadership-oriented position where you'll manage key customer accounts, align with decision-makers, and collaborate with internal teams to ensure we exceed client expectations. The CSM will actively pursue opportunities for upselling and cross-selling, promoting Uptime.com's suite of services to ensure customers are fully leveraging our platform for their business success.

Exciting Focus Areas:

• Customer Engagement Leadership: Be a key player in customer onboarding, activation, and satisfaction, focusing on value realization and long-term success.
• Strategic Conversion: Manage and convert high-profile free trial users, helping them transition into paid customers through meaningful interactions and solutions.
• Expansion within Key Accounts: Drive long-term account growth by identifying and executing cross-sell and upsell opportunities.

Key Responsibilities:

• Customer Relationship Management: Serve as the dedicated account manager for Uptime.com's top-tier customers, developing trusted advisor relationships with key stakeholders, influencers, and executives.
• Strategic Account Growth: Identify expansion opportunities within the customer base, actively leading cross-sell and upsell strategies to drive business growth.
• Client Retention & Churn Reduction: Take ownership of retention strategies, working with top customers to reduce churn through regular performance reviews, ensuring continuous engagement with Uptime.com's evolving services.
• Customer Success Strategy Development: Build long-term, strategic success plans aligned with customer goals, while regularly conducting business reviews to assess and enhance their performance with Uptime.
• Collaborative Feedback: Collaborate closely with Product, Engineering, and Marketing teams to ensure customer feedback is integrated into product development, service offerings, and overall customer experience.
• Customer Engagement & Onboarding: Oversee and streamline the customer onboarding and activation process to ensure clients quickly realize value from the platform, while providing ongoing education and support to deepen adoption.
• Proactive Health Monitoring: Track and monitor customer health metrics, and take initiative to address any red flags, working closely with cross-functional teams to ensure proactive, value-driven support.
• Leadership in Free Trial Conversion: Lead outreach to high-value free trial users, executing strategies to convert them into long-term paid customers, while delivering tailored demos and onboarding sessions.
• Drive Business Outcomes: Align customer success initiatives with broader business objectives, ensuring Uptime.com’s success directly contributes to customer goals in industries like education, local government, healthcare, and small businesses.
• Customer Advocacy: Act as a customer advocate within Uptime.com, bringing forward customer needs and challenges to influence product roadmaps and strategic decisions.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a similar role in SaaS or technology-driven environments, with proven success in building and managing customer relationships.
• Strong strategic thinking and problem-solving abilities, with a track record of helping customers achieve measurable success.
• Experience managing high-value accounts and demonstrated ability to align with senior executives and stakeholders.
• Ability to identify business opportunities and successfully lead upsell, cross-sell, and renewal strategies.
• Exceptional communication skills, both written and verbal, with the ability to present complex ideas clearly and persuasively.
• Data-driven mindset, using metrics to track customer health and proactively identify areas for improvement.
• Experience collaborating cross-functionally, particularly with Product and Engineering teams, to align customer needs with product evolution.
• Experience conducting product demos, customer training sessions, and guiding new users through onboarding processes.
• Familiarity with SRE (Site Reliability Engineering) practices is a plus but not required.

Benefits

How we will support your growth and success:

• Partner with executives, leadership and cross-functional organization including engineering, marketing and business operations.
• Professional development opportunities to further skills and knowledge
• Discover the exciting world of monitoring, observability, and SRE while becoming an advocate and drive innovation in the industry.
• A supportive team of passionate and dedicated individuals all focused on building the best monitoring service in the world.

• Health Care Plan (Medical, Dental & Vision) for US Employees
• Generous PTO bank - including substituting your local or religious holidays!
• Family Leave (Maternity, Paternity)
• Training & Development
• Work From Home