Vice President, Customer Success - San Francisco, United States - Upland Localytics

Description

At Upland Software, you'll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility.

Our operating model has always supported remote workand as we keep growing and evolving our workplace, that won't change. We're passionate. We're proactive. We take pride in our work, and we love a good challenge.

Sound like you? Opportunity

Summary:

Upland Software seeks an experienced Customer Success leader to take the helm of the CSM & Renewals Management teams within the Customer Experience Management (CXM) business unit.

CXM includes Upland's software products focused on allowing our customers to reach their audiences using mobile messaging, in-app messaging and analytics, audience development & email, CX feedback and orchestrating data & outreach via CDP.

This group thrives by helping our customers drive their end customer outcomes. Given our recurring software business model, Customer Success is strategic to our... customer health and thus our long-term profitability.

We will not be successful unless our customers are receiving massive value from our products and as such, we need a senior executive to own and drive success for our customers.

This role includes responsibilities for the range of Customer Success activities including adoption & advocacy, account management, as well as outcomes including renewals & expansion.

Customer Success is at the forefront of the customer relationship with Upland.

The role reports directly into the EVP & General Manager of the CXM business unit with a dotted line relationship into the Chief Customer Officer.

This pivotal position is a key player both on the CXM cross-functional leadership team and the cross-Upland Customer Success Leadership group.

Responsibilities:

Drive Customer Success Outcomes:
renewal rates, reducing churn across product lines Expanding revenue through partnership with sales & marketing to achieve expansion, cross sell & usage targets Improving Customer Health & NPS through early intervention strategies across functions including product & professional services Design & operationalize a customer experience that supports new business growth by earning advocates and increasing customer reference-ability Bring best practices from around the industry to address customer journey challenges across different product specialties Drive an accurate renewal forecasting process & reporting cadence Recruit, inspire and grow the remarkable team of professionals across products & geographies Foster collaboration within the team and other functions and across customer lifecycle Steward exec sponsor accounts and steer escalated customers back to a healthy state Required Experience/Skills:7years experience in leading customer-facing organizations, ideally in enterprise software and SaaS Ability to manage influence through persuasion, negotiation, and consensus building Strong commercial chops - ideally honed through both post sales & sales experience Strong empathy for customers AND passion for revenue and growth Analytical and process-oriented operational mindset Demonstrated desire for continuous learning and improvement Enthusiastic and creative leader with the ability to inspire others Excellent communication and presentation skills Experience with marketing technology preferred Bachelor's degree required; advanced degrees preferred

Salary Range:
$200K $250KMinimum Qualification
Account ManagementEstimated Salary:
$20 to $28 per hour based on qualifications

At Upland Software, you'll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility.

Our operating model has always supported remote workand as we keep growing and evolving our workplace, that won't change. We're passionate. We're proactive. We take pride in our work, and we love a good challenge.

Sound like you? Opportunity

Summary:

Upland Software seeks an experienced Customer Success leader to take the helm of the CSM & Renewals Management teams within the Customer Experience Management (CXM) business unit.

CXM includes Upland's software products focused on allowing our customers to reach their audiences using mobile messaging, in-app messaging and analytics, audience development & email, CX feedback and orchestrating data & outreach via CDP.

This group thrives by helping our customers drive their end customer outcomes. Given our recurring software business model, Customer Success is strategic to our... customer health and thus our long-term profitability.

We will not be successful unless our customers are receiving massive value from our products and as such, we need a senior executive to own and drive success for our customers.

This role includes responsibilities for the range of Customer Success activities including adoption & advocacy, account management, as well as outcomes including renewals & expansion.

Customer Success is at the forefront of the customer relationship with Upland.

The role reports directly into the EVP & General Manager of the CXM business unit with a dotted line relationship into the Chief Customer Officer.

This pivotal position is a key player both on the CXM cross-functional leadership team and the cross-Upland Customer Success Leadership group.

Responsibilities:

Drive Customer Success Outcomes:
renewal rates, reducing churn across product lines Expanding revenue through partnership with sales & marketing to achieve expansion, cross sell & usage targets Improving Customer Health & NPS through early intervention strategies across functions including product & professional services Design & operationalize a customer experience that supports new business growth by earning advocates and increasing customer reference-ability Bring best practices from around the industry to address customer journey challenges across different product specialties Drive an accurate renewal forecasting process & reporting cadence Recruit, inspire and grow the remarkable team of professionals across products & geographies Foster collaboration within the team and other functions and across customer lifecycle Steward exec sponsor accounts and steer escalated customers back to a healthy state Required Experience/Skills:7years experience in leading customer-facing organizations, ideally in enterprise software and SaaS Ability to manage influence through persuasion, negotiation, and consensus building Strong commercial chops - ideally honed through both post sales & sales experience Strong empathy for customers AND passion for revenue and growth Analytical and process-oriented operational mindset Demonstrated desire for continuous learning and improvement Enthusiastic and creative leader with the ability to inspire others Excellent communication and presentation skills Experience with marketing technology preferred Bachelor's degree required; advanced degrees preferred

Salary Range:
$200K $250KMinimum Qualification
Account ManagementEstimated Salary:
$20 to $28 per hour based on qualifications

At Upland Software, you'll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility.

Our operating model has always supported remote workand as we keep growing and evolving our workplace, that won't change. We're passionate. We're proactive. We take pride in our work, and we love a good challenge. Sound like you? Opportunity


Summary:

Upland Software seeks an experienced Customer Success leader to take the helm of the CSM & Renewals Management teams within the Customer Experience Management (CXM) business unit.

CXM includes Upland's software products focused on allowing our customers to reach their audiences using mobile messaging, in-app messaging and analytics, audience development & email, CX feedback and orchestrating data & outreach via CDP.

This group thrives by helping our customers drive their end customer outcomes. Given our recurring software business model, Customer Success is strategic to our... customer health and thus our long-term profitability.

We will not be successful unless our customers are receiving massive value from our products and as such, we need a senior executive to own and drive success for our customers.

This role includes responsibilities for the range of Customer Success activities including adoption & advocacy, account management, as well as outcomes including renewals & expansion.

Customer Success is at the forefront of the customer relationship with Upland.

The role reports directly into the EVP & General Manager of the CXM business unit with a dotted line relationship into the Chief Customer Officer.

This pivotal position is a key player both on the CXM cross-functional leadership team and the cross-Upland Customer Success Leadership group.

Responsibilities:

Drive Customer Success Outcomes:
renewal rates, reducing churn across product lines Expanding revenue through partnership with sales & marketing to achieve expansion, cross sell & usage targets Improving Customer Health & NPS through early intervention strategies across functions including product & professional services Design & operationalize a customer experience that supports new business growth by earning advocates and increasing customer reference-ability Bring best practices from around the industry to address customer journey challenges across different product specialties Drive an accurate renewal forecasting process & reporting cadence Recruit, inspire and grow the remarkable team of professionals across products & geographies Foster collaboration within the team and other functions and across customer lifecycle Steward exec sponsor accounts and steer escalated customers back to a healthy state Required Experience/Skills:7
years experience in leading customer-facing organizations, ideally in enterprise software and SaaS Ability to manage influence through persuasion, negotiation, and consensus building Strong commercial chops - ideally honed through both post sales & sales experience Strong empathy for customers AND passion for revenue and growth Analytical and process-oriented operational mindset Demonstrated desire for continuous learning and improvement Enthusiastic and creative leader with the ability to inspire others Excellent communication and presentation skills Experience with marketing technology preferred Bachelor's degree required; advanced degrees preferred


Salary Range:
$200K $250K
Minimum Qualification

Account ManagementEstimated Salary:
$20 to $28 per hour based on qualifications

Company information

Upland Localytics is mobile app marketing and analytics software that creates personalized mobile experiences to drive engagement, loyalty, and conversion.

Used on billions of devices across more than 20,000 apps, Upland Localytics has been used to connect with customers on a deeper, more meaningful level.

Top 3 reasons why organizations love Upland Localytics:1)

Customer loyalty:
Keep customers coming back by delivering personalized experiences through effective onboarding, compelling offers, and engaging content.2)

App experience:

By knowing how your customers interact with your app, where they abandon actions, or what causes uninstalls, you can make informed decisions to continually improve your app.

3) Deeper


ROI:
Understand and adjust on the fly how campaigns and messages impact conversions, revenue, engagement, and retention.

Want to turn your mobile app into a loyalty and revenue making machine?Learn more:


Company Specialties:
app analytics, app marketing, marketing automation, mobile marketing, analytics, mobile experience, and user behavior

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