Customer Success Manager

UpSlide is the number one productivity solution provider for financial services. Our software dramatically improves the functionality of PowerPoint, Word, Excel, and Power BI and enables users at firms like Citi, KPMG, and BNP Paribas to focus on high-value tasks rather than formatting or copy-pasting. We're scaling up with 160+ employees across our offices in New York, London, Paris (HQ), Singapore, and Berlin.Our values Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value:Excellence: We think that every detail counts, and we place great importance on the quality of our deliverables.Trust: We are passionate, committed, and free to act with autonomy.Happiness at work: We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.The team The New York office currently has 27 dynamic individuals (BDRs, AEs, Consultants, CSMs). You'll be working directly with 3 fellow CSMs in New York, 15 CSMs globally, and managed by Majhon (Head of Services and Success).At UpSlide, we believe in fostering a positive and collaborative work environment. Here are some of the team rituals that contribute to our vibrant culture:Weekly goter: Every Wednesday evening the office meets up for snacks, drinks, games, and lively banter.Monthly social events: Once a month, we organize an "around-the-world" exploration of diverse foods and cultures in our team lunch. These moments create a relaxed atmosphere for team bonding.Yearly seminar in Paris: The yearly seminar in Paris is a key highlight for the UpSlide team, bringing together members from different offices around the world. This event, hosted at our Paris headquarters, serves as a unique opportunity for teams to connect, collaborate, and enhance the overall cohesion of the UpSlide global family.Team goals You'll be covering the North America regions and will be looking after our rapidly growing book of clients. With the support of senior colleagues and a growing global Success function, you will have the opportunity to take on early responsibility for some of our most important clients and progress quickly.Your responsibilities Client satisfaction, adoption, and renewalBuild and nurture strong relationships with key stakeholders within customer organizations, becoming a trusted business advisorMaster and enrich your client knowledge and UpSlide product knowledge to be your clients' go-to source of knowledge and advice and maintain a detailed understanding of products and services, assist clients with questions, and proactively suggest the best products for their needsLead business reviews and introduce your client to new features relevant to their use caseOrganize webinars to train your clients on specific featuresAssist in creating training courses and educational materials for our clientsDeliver engaging and thorough training sessions to clients to ensure great adoptionEstablish clear retention goals, ROI tracking, and process milestones for the client and collaborators to work towardPromote an energetic fan base for our product and locate brand ambassadors (client sponsors) to champion UpSlide's benefits and value across the client's businessWork closely with the Sales teams to build account plans and identify expansion and upsell opportunitiesLead workshops with our Product team to represent your clients' voiceOrganize in-person events such as trainings, lunches, etc. to meet clients face-to-faceData analysis and innovationAnalyze your clients' usage statistics to boost usage through training sessions, webinars, etc.Collect and process customer feedback through surveysOptimize existing processes within the company and actively enhance customer success initiativesInnovate by creating new onboarding tools such as webinars, a statistics dashboard, and a newsletterOrganize events to promote UpSlideWork with your manager and team to continually uplevel our white-glove services, offerings, and scalabilityYour goals 3 monthsBe familiar with UpSlide and our client industriesBe signed off to give training sessions and business reviews4-6 monthsBe autonomously managing your book of clients and handling day-to-day interactionsDeepening your technical knowledge of UpSlideAdding value to the team (process improvements, suggesting ways to solve tricky client situations, taking on projects outside of core role)9 monthsBe on track to hit annual KPIs (NRR and churn rate)You are a great fit if you have:At least 2 years of proven experience in enterprise B2B relationship management, customer success, or account managementTechnical aptitude, strong problem-solving abilities, and analytical skillsAbility to build and maintain relationships internally and with clientsExcellent written and verbal communication skillsInterest in leveraging data, analytics, and automation to drive ROIStrong team player mind, always looking for ways to contribute but also manages well independentlyProficiency in Microsoft Office (especially PowerPoint)An expert eye for detailWe'd love it if:You have SaaS experienceYou have previous experience in financial servicesYou can switch contexts quickly and easily, and are skilled in managing multiple priorities at the same timeYou have strong project management skills to manage an exciting portfolio of clientsYou have Power BI experience If you don't tick all the boxes but you think you'd be a great fit, please apply and tell us why.Recruitment processA phone interview with Andrea, Talent Acquisition Specialist [45']A video interview with Jackie, CSM [45']An in-person case study review with Majhon, US Head of Services and Success, followed by an office tour and team meet [1h]Final interview with Aurore, Deputy CEO [30' video call] We'll conduct a reference check to learn how to help you thrive! On average our process lasts 3 weeks.What we offerMake a real difference and be at the very center of a self-funded and growing SaaS company (doubling every two years for the past 10 years)! International environment: Start-up with five offices (Paris, London, Berlin, New York, Singapore) and users in more than 60 countries Hybrid work: 3 daysweek hybrid work policy Work-from-home budget: €500 WFH equipment budget Training & professional development: Collaboration with our sister company, IPH, who provides UpSliders with training on key soft skills and management Wellness package: $50 per month for physical and mental wellness activities Commuter allowance: $130 per month for commuting expenses Parental leave: Paid parental leave for the birthingnon-birthing parent and help for parents of children under seven Beautiful office: A stunning Manhattan office with stylish common areas and meeting rooms Holidays: PTO (20 days plus public holidays and health days) Company events: Office socials and international company events (e.g. annual company seminar, team seminar, and sustainability actions taken throughout the year) Compensation: Competitive package ($102,000 annual base & 15% bonus)•Retirement plan: Opportunity to opt into a 401k plan Healthcare: Comprehensive healthcare plansMore about UpSlideOn top of exciting business challenges in a fast-growing market, you will find a friendly, caring, and challenging cultureYou will be met with opportunities to acquire new skills, learn from others in a multicultural environment, and grow as a personUpSlide employees have committed to making a positive impact on the world. We obtained B Corp certification in 2022 with strong commitments toward our employees, community, clients, suppliers, and the environment. UpSlide is now 30% owned by employees More info here: enfrom-a-to-b-corp-our-mission-for-positive-impactUpSlide was ranked #1 best place to work in 2019 and #1 best place to work in 2020 in the category "best company for remote work" More info here: enhappiness-at-work-recipeAs a B Corp-certified company, we have strong commitments toward our employees, community, clients, suppliers, and the environment. We strive to create an environment where everyone feels welcome. This commitment to diversity and inclusion is applied in our recruitment process and your employee experience once you've joined UpSlide

Created: 2025-02-17