Description
UpKeep is the leading cloud-based Asset Operations Management software developed to revolutionize the way teams manage facilities and maintenance work. We provide mobile-first SaaS solutions, Industrial IoT sensors, data analytics tools, advanced enterprise integrations, and top-notch professional services. Our innovative technology is modernizing workflows and maximizing operational efficiency for over 3,000 customers including Shell, Yamaha, Unilever, McDonalds, Subway, Pepsi, and Marriott!
We're a Series B tech startup with 100+ team members across the US. We've been recognized as a "Best Place to Work" multiple years in a row by fostering an inclusive and mission-driven culture. In addition to stock options and great benefits, our people have the flexibility to work remote. UpKeep is ranked the #1 Facility Management software on Gartner, #1 Maintenance Management software on G2 Crowd, FrontRunners on Software Advice, and CMMS Leader on IDC MarketScape.
POSITION SUMMARY:
UpKeep is seeking a passionate and customer-focused Scale CSM to join our growing team. As a Scale CSM, you will play a critical role in driving customer value and reducing churn risk for a large book of SMB to Mid Market accounts. You will be focused on proactive outreach triggered by risk signals to address product adoption issues and prescribing success plans to retain customers.
\n- Own and manage a portfolio of ~1000 SMB-Mid Market accounts
- Perform a series of proactive outreach to customers based on risk signals triggered by a multi-dimensional health model
- Host meetings with customers to address adoption issues and drive value
- Host product walkthroughs, team trainings, and account optimization meetings with customers based on their needs
- Prescribe free and paid internal resources (ie Professional Service, Consulting Hours) to drive value and product adoption
- Partner with Renewal Managers to manage and mitigate churn and downgrade requests
- Identify and source expansion opportunities
- Help build and improve internal processes to drive attainment of quarterly retention goals
- 3 or more years of experience in customer retention or customer success
- Previous experience working with Salesforce, Zoom, Slack
- Proven ability to manage a large book of business
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Strong understanding of cloud-based software solutions
- Competitive salary and benefits package.
- Opportunity to work with cutting-edge technology and make a real impact on our customers' businesses.
- Collaborative and supportive work environment.
- Chance to grow your career with a fast-growing company.
Even if you don’t meet all of the requirements listed here, we still encourage you to apply. Your personal and professional experience may be relevant beyond what a list of requirements will capture.
Employee Benefits:
Full-time team members at UpKeep are offered affordable medical, dental, and vision insurance for themselves and their families, HSA with employer paid contribution, optional FSA, Life Insurance, 11 paid annual holidays, unlimited paid time off, 10 days of sick time per year, ability to enroll in our 401(k) plan, 12-week paid parental leave, Employee Assistance Program, Modern Health for mental health resources, and the flexibility to work from home. We value work-life-harmony and believe that family and mental health should always come first.
Company History & Product:
UpKeep was founded in 2014 by our CEO, Ryan Chan, based on an idea he had while using outdated desktop software as a Process Engineer in a manufacturing plant. He believed a mobile-first solution could significantly improve the productivity of the technicians he was working with. He was determined to build on this vision— so he quit his job, learned to write code, and created the first version of UpKeep from his family's garage!
Today, our cloud-based Software-as-a-Service (SaaS) and cutting edge Industrial IoT sensors solve problems for thousands of businesses around the world. Our Asset Operations Management solutions, coupled with powerful cloud ecosystems, empower maintenance and facilities teams to achieve their digital transformation goals. We are providing meaningful value to an underserved, blue-collar workforce by streamlining workflows, improving collaboration, and making it easy to manage work orders and projects from anywhere, anytime!
We've raised $50 million in venture capital following a recent Series B funding round led by Insight Partners, Emergence Capital, Mucker, and Y Combinator. We're also building The Maintenance Community, the largest online forum and Slack group bringing industry professionals together to participate in discussions, webinars, podcasts, and courses.
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.
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