Customer Success Account Manager

Role Overview

• Own GRR as your primary metric — you are accountable for making sure every Commercial account renews, and you treat any risk to renewal as something to resolve weeks or months before the conversation, not at the last minute
• Proactively identify expansion opportunities — platform consolidation, additional use cases, services upsell, multi-year conversion — and bring them to the AE with a clear business case
• Build and maintain accurate renewal forecasts, risk flags, and health signals across your portfolio, ensuring the business always has a clear view of Commercial ARR
• Drive referencibility and case study development — know which customers are thriving and actively create the conditions for them to become advocates
• Map every account: know who the economic buyer is, who the technical champion is, who the skeptic is, and who you haven't met yet — and keep that list current
• Build genuine, trusted relationships across your accounts — not just the ones who respond to your emails, but the VP of Platform Engineering who hasn't been introduced yet
• Lead regular customer touchpoints, QBRs, and business reviews that connect Upbound's technical progress to outcomes the business actually cares about
• Act as the customer's advocate inside Upbound — surfacing risk, escalating support issues, and ensuring product and engineering understand what Commercial customers need
• Stay genuinely curious about Crossplane, Kubernetes, and the infrastructure platform space — you don't need to write manifesto’s, but you need to understand why a platform engineer cares and speak that language in a customer conversation
• Partner with SAs to understand implementation status, adoption blockers, and technical health — and translate that into commercial risk or opportunity
• Champion Upbound's product vision with your customers — connecting the roadmap to their use cases and building the stickiness that makes Upbound a need to have
• Identify customers who are underutilizing the platform and build action plans with the SA to accelerate adoption before it becomes a renewal risk

Requirements

• 3–6 years of experience in Customer Success, Account Management, or a closely related commercial role ideally in B2B SaaS or infrastructure software
• Proven track record owning renewals and expansion you have hit GRR/NRR targets and you know how to forecast accurately and recover at-risk accounts
• Relentlessly relationship-driven you are energized by building new connections, not just maintaining existing ones
• Commercially aggressive in the best sense always looking for expansion opportunities and bringing them with evidence, not instinct
• Genuine technical curiosity you learn new technologies quickly and are interested in what your customers are building
• Strong communicator you can run a QBR with a VP, de-escalate a frustrated engineer, and write a crisp renewal business case in the same week
• Some SDR or outbound experience you know how to open doors, follow up relentlessly, and create pipeline where others don't see it

Tech Stack

• Kubernetes

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development opportunities
• Bonuses