Customer Success Manager

Customer Success ManagerLos Angeles / HybridWe're building the AI-powered future of maintenance.UpKeep is on a mission to reinvent how the physical world runs—starting with the frontline teams who maintain it. We're the creators of the world's first AI-first CMMS (Computerized Maintenance Management System), equipping technicians and facilities teams with automation, machine learning, and predictive insights that drive operational speed, safety, and efficiency.What started as a garage-built prototype is now a fast-scaling SaaS company, backed by Insight Partners, Emergence Capital, and Y Combinator. Over 4,000 companies—including Shell, Yamaha, Unilever, and Marriott—run on UpKeep to modernize their asset operations. We're leading the $30B category shift toward Asset Operations Management, where uptime, intelligence, and AI converge.Why Join Us:Own the AI-first transformation of an entire industry. Every feature we ship leverages AI—from predictive work orders to sensor-driven automations. You're not just iterating—you're pioneering how data reshapes physical operations.Real traction, real scale. Recognized as Gartner's #1 Facility Management solution and G2's top-rated CMMS, we've earned market leadership through product, not puff.A company where builders thrive. We move fast, optimize for outcomes, and give high-agency operators the autonomy to ship big things. Our culture rewards bold thinking, not bureaucracy.Global team, local energy. With 100+ employees across the world, we support remote-first work with deep investment in our LA HQ—where certain roles and leadership converge for rapid innovation.Equity and upside, not just a paycheck. Competitive comp, meaningful ownership, and benefits that support your health, focus, and long-term growth.If you're driven by impact, energized by AI, and hungry to transform a legacy industry—we're hiring!Position SummaryAs a Customer Success Manager (CSM), you will be responsible for a portfolio of accounts within our "high touch" engagement model. Your core focus will be to drive product adoption, maximize customer value, and to perform proactive activities to mitigate churn risks as well as uncover expansion opportunities. You will serve as the primary advocate for the customer and work with cross-functional teams to deliver an exceptional customer experience. Success in this role will be measured by key metrics such as revenue retention, revenue expansion, customer engagement, and account adoption outcomes.This is a hybrid role where the employee is expected to be in office on Wednesdays.Essential Functions and ResponsibilitiesCustomer Ownership & EngagementManage a dedicated book of business within a high-touch engagement model, serving as the primary point of accountability for customer success.Build strong, trusted customer relationships through recurring weekly or monthly meetings, ongoing email and phone communication, and periodic onsite engagements.Multi-thread engagements within high-ARR accounts by identifying, engaging, and sustaining relationships with multiple stakeholders—including champions, administrators, and executive sponsors—to ensure continuity, alignment, and long-term partnership.Act as a trusted product advisor, driving sustained usage and adoption of UpKeep's core platform and all add-on products to maximize long-term customer value.Share best practices related to user adoption, system administration, and maintenance workflow optimization to help customers achieve their desired business outcomes.Deliver value-driven engagements such as adoption check-ins, quarterly business reviews (QBRs), and tailored product walkthroughs.Drive consistent customer engagement across multiple channels, including email, phone, video conferencing, webinars, and onsite visits as needed.Conduct proactive outreach to non-engaged or at-risk accounts to assess customer needs, satisfaction, and overall partnership health.Complete a defined number of customer touch points each week (e.g., phone calls placed and meetings hosted) to maintain momentum and visibility across accounts.AI-Enabled ExecutionLeverage AI daily to prepare for meetings, execute engagements, summarize outcomes, and deliver timely follow-ups.Use AI to reduce manual effort, improve efficiency, and drive consistency across the customer lifecyclePromote and support adoption of UpKeep's AI capabilities by guiding customers in transforming manual workflows with UpKeep Intelligence and related AI solutions.Revenue RetentionProactively monitor account health scores, usage trends, and risk indicators to identify and mitigate churn or downgrade risks.Rally internal executives and senior stakeholders for key renewal discussions and high-risk customer situations to reinforce partnership value and executive alignment.Partner closely with the Retention Team to resolve churn and downgrade requests and reinforce long-term customer value.Revenue Expansion & RenewalsIdentify expansion opportunities through proactive discovery and make strategic recommendations for plan upgrades, additional users, or additional products.Collaborate with the Sales team to support renewal confirmations and expansion motions, particularly within high-ARR accounts.Cross-Functional Collaboration & Process ImprovementPartner with Technical Support, Professional Services, Sales, and Product teams to address customer needs and deliver a seamless, high-quality customer experience.Contribute to the continuous improvement of internal processes, playbooks, and standard operating procedures.TravelAbility to travel up to once per quarter for customer onsite visits.ExperienceBachelor's Degree a plus in business, communications, or similar field2+ years experience in a customer-facing customer success or account management roleExperience with SalesforceExperience with being measured by Gross Revenue Retention, Net Revenue Retention, or similar metricsExperience with a previous cloud-based or SaaS companyKnowledgeAbility to honor deadlines and follow through on commitmentsOutstanding prioritization, organization, and time management skillsStrong written and verbal communication skills. Ability to manage multiple streams of communicationStrong web presentation skillsBasic technical aptitude to understand how to troubleshoot issues and provide effective solutionsPossess ability to diagnose non-technical issues and prescribe next stepsPossess ability to set clear expectations with customersPossess ability to be assertive but empathetic during customer interactionsSkillful at managing relationshipsPossess basic business acumen to understand how business principles relate to customer successDesired BehaviorsSelf-starter that thrives in fast-paced environmentsWorks well with othersReceptive to change – is flexible. Seeks and adopts improved approaches and processes.Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs.Takes responsibility for their own learning - knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn.Communicates ideas – respectfully exchange information and proposes a way forward. Listen to views of colleagues and take in diverse perspectives.Works collaboratively – shares knowledge and information, fosters teamwork and contributes to a positive work environment where people want to come to work.Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the company values.CompensationThis role will receive a competitive base salary + company bonus + variable + benefits. A variety of factors are considered when determining someone's compensation–including a candidate's professional background, experience, and location. Final offer amounts may vary from the amounts listed below.The pay range for this role is $75,000 - $82,500 USD per year.Company History & Product: