Customer Success Manager

Role Overview

• Identify and Drive Expansion: Act as the primary strategic advisor for assigned accounts, leveraging deep product knowledge to identify, qualify, and close expansion opportunities (upsell/cross-sell).
• Commercial Success Planning: Develop and execute comprehensive Success Plans that align product adoption with the customer’s long-term business goals, specifically designed to drive account growth and seat expansion.
• ROI as a Sales Tool: Quantify and present the ROI and cost-savings of the solution to justify contract renewals and provide the commercial rationale for increased investment.
• Retention & Risk Mitigation: Proactively manage the customer lifecycle to ensure 100% retention; execute aggressive risk-mitigation plans for "at-risk" accounts to protect annual recurring revenue (ARR).
• High-Impact Business Reviews: Orchestrate and lead Executive Business Reviews (EBRs) that move beyond tactical updates to focus on strategic value, future roadmap alignment, and commercial partnership opportunities
• KPI Alignment for Renewal: Establish and improve baseline KPIs that matter most to the customer, using these metrics to prove the solution's indispensability during renewal cycles
• Executive Relationship Management: Build high-level advocacy within customer organizations through persuasive storytelling and data-driven presentations that align UJET’s value proposition with the customer’s strategic vision.
• Monetized Adoption: Guide customers to increase adoption of specific features and modules that correlate with higher customer lifetime value (LTV) and lower churn.
• Strategic Best Practices: Educate customers on industry-specific best practices that encourage deeper integration of the solution into their tech stack, making the product "sticky."
• Customer-Centric Feedback Loop: Collect and synthesize customer feedback for Product and Engineering teams to ensure the roadmap supports features that drive marketability and upsell potential.
• Cross-Functional Sales Partnership: Collaborate regularly with Sales, Marketing, Product and Executive teams to lead initiatives that benefit the wider organization and improve the "land and expand" strategy.
• Resolution for Retention: Manage and advocate for complex technical escalations, ensuring a resolution that protects the commercial relationship and respects internal processes.
• Cadence & Priority Alignment: Maintain a consistent cadence with customers to ensure UJET remains their primary partner for achieving short-term wins and long-term strategic objectives.

Requirements

• Proactively identify, qualify, and close expansion opportunities (upsells/cross-sells) within your portfolio to consistently exceed Net Revenue Retention (NRR) targets.
• Technical aptitude and expertise with cloud technology
• Experience with Contact Center Technology services and software, including Telephony and/or Telecommunications software (a plus)
• Ability to work in a fast-paced startup environment and maintain composure and tact in high-pressure situations
• Excellent written and verbal communication skills
• Proven track record of strong internal and external relationships
• Passion for providing services and experiences that exceed expectations
• Self-driven, focused, and motivated
• Experience with one or more CRM software such as Zendesk, Salesforce, or Kustomer
• Team-oriented with a dedication to forward-thinking and creative problem solving
• Ability to CHALLENGE and inspire customer adoption of the UJET platform
• Confidence in speaking to technical audiences with an executive and prescriptive presence
• Commercially minded with a proven success record in transforming customer’s businesses and upselling/cross-selling growth
• 3-4 years of relevant experience (preferably in SaaS)
• Bachelor's degree or equivalent experience

Tech Stack

• Cloud

Benefits

• Medical
• Dental
• Vision
• 401(k) plan
• Commuter benefits
• Professional development opportunities