Upshop

Senior Customer Success Manager

Miami, Austin · Senior

Sponsorship not specified$30k-$40kDetected 35 days ago

SalesforceCRMSalesAccount ManagementCustomer SuccessCadenceLeadershipCommunication

About the role

We are seeking a Senior Customer Success Manager to join our growing team. As a Senior Customer Success Manager, you will serve as the primary point of contact for assigned strategic customers to develop long-lasting relationships with our most valuable customers. This includes development of relationships with a cross-functional executives and project
leaders within each customer and execution of strategies focused on driving customer retention and outcomes that will ultimately lead to more business.

Develop ongoing communication with the retailers' project and management teams to ensure trust and high satisfaction with Upshop, including considerations of additional Upshop products over time
Lead the relationship management and internal data capture of key customer information and business capabilities
Collaborate with the sales team to foster revenue growth opportunities, and with the customer success team to develop customer plans and strategies to drive customer adoption and outcomes
Maintain awareness of retail trends and competitive offerings to identify and understand best practices in the grocery industry
This includes development of relationships with a cross-functional executives and project leaders within each customer and execution of strategies focused on driving customer retention and outcomes that will ultimately lead to more business.
In this role, you will report to the VP of Customer Success & Training and collaborate with a cross-functional team including sales, solutions consulting, customer success, business intelligence, and professional services.

6+ years of combined grocery retail industry and account management or retail operational experience
Strong communication, listening and presentation skills and the ability to resolve situations while attaining customer satisfaction at both executive leadership and project level audiences
Attend all required meetings, training sessions, and company events
Must be available for travel up to 30-40% of the time

Execute and deliver on exceptional service, communication and partnership activities that included a consistent meeting cadence and annual Executive Business Reviews

Support and consult customer and Upshop Professional Services teams in ongoing projects and priorities to obtain measurable and sustainable benefits
Demonstrated desire for continuous learning, improvement and awareness of retail industry trends

Own, drive, and manage the end-to-end customer relationship - ensuring customer satisfaction, renewal, and expansion by building trusted business relationships with customers key stakeholders
Become a strategic partner to our customers by understanding the customers' business, their strategic initiatives, and leading indicators for performance improvement to serve as a trusted advisor
Maintain and strengthen relationships while fostering new contacts with customers cross functional leaders by providing support, information, and guidance
Meet retention, adoption, and growth goals across assigned customers
Maintain and strengthen relationships while fostering new contacts with customers cross functional leaders by providing support, information, and guidance; researching and recommending new opportunities for profit and operational improvements
Empathetic, positive attitude with a desire to help customers reach their goals
We are seeking a Senior Customer Success Manager to join our growing team.
As a Senior Customer Success Manager, you will serve as the primary point of contact for assigned strategic customers to develop long-lasting relationships with our most valuable customers.

This listing is sourced directly from Upshop's careers page and normalized into a canonical job model.