Customer Success Manager

Opportunity 

We are looking for an experienced and skilled Customer Success Manager to join our team. The CSM is a customer-facing role focused on driving customer value and success through optimal utilization of the UJET platform. This is accomplished by ensuring customers realize and experience value from UJET, monitoring indicators of customer health, addressing customer concerns, and helping them better use our technology/platform to meet their corporate goals and objectives. With established trust and loyalty, this role seeks to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities. This role is also responsible for driving product adoption during the customer journey to result in frictionless renewal growth. We are looking for an analytical thinker who will strategize and manage the needs of his/her customer portfolio, while collaborating with the internal UJET team. The role requires strong product understanding as well as excellent customer-facing and presentation skills. 

Responsibilities

• 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

Annual US Hiring Range: $90,000-$100,000 (plus variable compensation)

*A candidate’s actual placement within this range will depend on geographic location, work experience, education, and/or skill level.