Customer Success Manager

Summary

Join UpCloud, a company set for explosive growth in the cloud industry, as a revenue-driven Customer Success Manager to drive customer success and satisfaction.

Requirements

• 5+ years of experience in a customer success or account management role within the cloud computing or technology sector
• Proven track record of expanding revenue within an existing customer base and meeting or exceeding growth targets
• Strong understanding of cloud computing technologies, services, and trends would be an advantage
• Excellent verbal and written communication and presentation skills with the ability to influence and negotiate at all levels of an organization
• Strong analytical and problem-solving skills with the ability to think strategically and execute tactically
• Passionate about customer success and delivering exceptional experiences
• Ability to work collaboratively across teams and departments to achieve shared goals

Responsibilities

• Develop and maintain strong, long-lasting relationships with key stakeholders in your assigned accounts
• Serve as the primary point of contact for all customer needs and inquiries
• Proactively identify and pursue upsell, cross-sell, and renewal opportunities within the existing customer base
• Act as the voice of the customer within the organization
• Guide new customers through the onboarding process, ensuring a smooth transition and early adoption of our cloud solutions
• Provide ongoing training and support to maximize the value customers derive from our services
• Regularly monitor customer health through usage data, feedback, and other metrics
• Identify at-risk accounts and develop action plans to address concerns before they escalate
• Develop and execute strategic account plans tailored to each customer’s business objectives, ensuring alignment with our solutions and identifying new revenue opportunities
• Create and maintain a whitespace analysis to identify upsell opportunities
• Manage the contract renewal process, working to secure long-term commitments from customers and preventing churn
• Collaborate with internal teams, including sales, marketing, product, and support, to ensure a unified approach to customer success and revenue expansion

Benefits

• Devices of your choice
• Flexible, remote-friendly working hours
• Annual company trip
• Sports and culture benefit
• Extensive occupational healthcare
• Additional paid vacation
• Company leisure time activities