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UpKeep is hiring a Customer Success Manager to manage a dedicated portfolio of high-touch accounts. You'll be the primary point of accountability for customer success, driving product adoption, maximizing customer value, and identifying expansion opportunities while mitigating churn risk.
Key responsibilities include:
• Manage a book of business within a high-touch engagement model, serving as the primary advocate for assigned accounts
• Build and maintain strong customer relationships through recurring weekly/monthly meetings, email, phone communication, and periodic onsite visits
• Multi-thread engagements across high-ARR accounts by identifying and sustaining relationships with multiple stakeholders (champions, administrators, executives) to ensure continuity and alignment
• Act as a trusted product advisor, driving sustained usage and adoption of UpKeep's core platform and add-on products
• Share best practices related to user adoption, system administration, and maintenance workflow optimization
• Deliver value-driven engagements including adoption check-ins, quarterly business reviews (QBRs), and tailored product walkthroughs
• Drive consistent customer engagement across multiple channels: email, phone, video conferencing, webinars, and onsite visits
• Conduct proactive outreach to non-engaged or at-risk accounts to assess needs, satisfaction, and partnership health
• Complete a defined number of customer touchpoints weekly (calls and meetings) to maintain momentum and visibility
• Leverage AI daily to prepare for meetings, execute engagements, summarize outcomes, and deliver timely follow-ups
• Promote and support adoption of UpKeep's AI capabilities, guiding customers in transforming manual workflows
UpKeep is the world's first AI-first CMMS (Computerized Maintenance Management System), backed by Insight Partners, Emergence Capital, and Y Combinator. The company serves 4,000+ customers including Shell, Yamaha, Unilever, and Marriott, and is recognized as Gartner's #1 Facility Management solution and G2's top-rated CMMS. The role is hybrid with Wednesday in-office requirements at the LA headquarters.
