Customer Success Manager

Job Description

Job Description

We'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 SUMMARY

As 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 RESPONSIBILITIES Customer Ownership & Engagement

• Manage 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 Execution

• Leverage 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 lifecycle
• Promote and support adoption of UpKeep's AI capabilities by guiding customers in transforming manual workflows with UpKeep Intelligence and related AI solutions.

Revenue Retention

• Proactively 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 & Renewals

• Identify 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 Improvement

• Partner 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.

TRAVEL

• Ability to travel up to once per quarter for customer onsite visits.

EXPERIENCE

• Bachelor's Degree a plus in business, communications, or similar field
• 2+ years experience in a customer-facing customer success or account management role
• Experience with Salesforce
• Experience with being measured by Gross Revenue Retention, Net Revenue Retention, or similar metrics
• Experience with a previous cloud-based or SaaS company

KNOWLEDGE

• Ability to honor deadlines and follow through on commitments
• Outstanding prioritization, organization, and time management skills
• Strong written and verbal communication skills. Ability to manage multiple streams of communication
• Strong web presentation skills
• Basic technical aptitude to understand how to troubleshoot issues and provide effective solutions
• Possess ability to diagnose non-technical issues and prescribe next steps
• Possess ability to set clear expectations with customers
• Possess ability to be assertive but empathetic during customer interactions
• Skillful at managing relationships
• Possess basic business acumen to understand how business principles relate to customer success

DESIRED BEHAVIORS

• Self-starter that thrives in fast-paced environments
• Works well with others
• Receptive 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.

COMPENSATION

This 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 - $85,500 USD /OTE $102,000 USD per year.

Company History & Product:

UpKeep started in a garage, where our founder Ryan taught himself to code and built the first mobile-first maintenance app. The idea was simple but powerful: put modern software in the hands of frontline technicians—and transform how maintenance gets done.

Today, UpKeep is the leading cloud-native Asset Operations Management platform, serving over 4,000 businesses worldwide across manufacturing, utilities, healthcare, and beyond. Our Industrial IoT and AI-first software helps maintenance and facilities teams streamline work, predict failures, and act faster—with real-time insights and automation at their fingertips.

We're building for the deskless workforce —the essential workers who keep our physical world running—and arming them with the tools they deserve. In a world re-shoring manufacturing, accelerating automation, and embracing AI at scale, we're riding the next macro wave—and leading the transformation of legacy maintenance into intelligent operations.

Backed by $50 million from Insight Partners, Emergence Capital, Mucker, and Y Combinator, we're not just building software. We're defining a new category for the built world.

Learn More!

At UpKeep, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. UpKeep is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation or Veteran status.