Customer Success Manager

Customer Success Lead

Customer success is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a manager to own driving success for our customers. This role includes responsibilities for customer success activities and outcomes.

Uptick makes software specific to the fire & security industry used to maintain buildings across North America. Thousands of people use Uptick every day for their entire day, so making our software delightful and intuitive and backing it up with amazing customer support is our top priority.

To qualify for this role you'll need to have:

• Excellent communication skills: you must have the ability to manage and influence customers through persuasion, negotiation and consensus building.
• Technical proficiency: you should have a solid understanding of SaaS software products, as well as the ability to troubleshoot technical issues that may arise. You should be able to work with customers to identify their specific needs and help them navigate complex software systems.
• Team player: you should be able to work collaboratively with cross-functional teams, including Sales, Support, Success and you should be able to share information, provide feedback, and work towards common strategic goals.
• Problem-solving: You should be a creative problem solver, able to identify and address issues that may arise during the customer journey. You should be able to think on your feet, develop solutions quickly, and communicate them effectively to customers.

To succeed in this role a candidate must exhibit:

• Demonstration of Uptick values: Consistent representation and example of our three core values; Care, Excellence and Growth. This is considered across all interactions both internally and externally.
• Project management: Making sure that internal and external milestones are tracked and achieved.
• Analytical thinking: curious about data and enjoy making informed decisions based on the available data and analysis.
• Customer-focused: you should have a customer-focused mentality and be able to build strong relationships with clients. You should be able to empathize with customers' needs and concerns.
• Product expert: You should be obsessed with the product, continually improving your product knowledge and making sure customer success is the informed product experts in the team.
• Commercial mindset: You should have a strong understanding of business metrics and how they relate to customer success. They should be able to identify business opportunities, assess risks, and make decisions that drive customer value and growth.