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Salary: USD 100,000 - 100,000 / annual
Upflow is a Financial Relationship Management (FRM) platform that helps B2B finance teams collect smarter and get paid faster, using AI agents alongside human teams. The platform covers the order-to-cash cycle with four products (Insights, Collections, Payments, Cash Application) and serves 500+ companies across 30+ countries, including Vercel, Lattice, and Productboard. The company is backed by Y Combinator, Hedosophia, Hexa, and Lorimer, with teams across the US and Europe.
As a Customer Success Manager, you will own a portfolio of US accounts end-to-end, from onboarding handoff through renewal. Your core responsibilities include monitoring account health and flagging at-risk accounts early, forecasting and exceeding GRR and NRR targets, conducting quarterly business reviews (QBRs), and building strategic account plans to surface growth opportunities. You will identify and strengthen relationships with key stakeholders and decision-makers ("Upflow Champions").
You'll develop deep product knowledge and advise accounts on best practices for platform usage. You'll maintain clean and accurate CRM data, track and report metrics (GRR, NPS, NRR), and adapt established playbooks to account context. At the senior level, you're expected to proactively identify and act on risk and upsell signals without prompting.
Collaboration is central to the role. You'll act as the voice of the customer internally, sharing insights and structured feedback with the Product team. You'll partner with Sales on account handovers and with Marketing to convert successful customers into advocates. You'll communicate clearly with customers, escalate complex issues promptly, and contribute to improving internal processes, templates, and playbooks.
Upflow is a product-led organization with a strong focus on easy sign-up, seamless onboarding, and minimal time-to-first-value. The role is based in the New York office near Grand Central, in-office 4 days per week, with a target start date of October 1, 2026.
REQUIREMENTS:
- 1–4 years of experience in a CSM role or similar position
- Entrepreneurial mindset; thrives in fast-paced, rapidly changing environments
- Customer-centric with genuine passion for delivering outstanding service
- Excellent written and verbal communication skills in English
- Based in NYC or surrounding cities
NICE TO HAVE:
- Previous sales experience
- Experience in finance/Fintech/AR industry
- Experience with ERPs/accounting tools (NetSuite, QuickBooks, Sage, Xero, Zuora, Stripe, etc.)
