Sr. Customer Success Manager

Company: UpKeep
Industry: Customer Success
Location: USA

<p><strong>We’re building the AI-powered future of maintenance.</strong></p>
<p>UpKeep is on a mission to reinvent how the physical world runs—starting with the frontline teams who maintain it. We’re the creators of the world’s first <strong>AI-first CMMS</strong> (Computerized Maintenance Management System), equipping technicians and facilities teams with automation, machine learning, and predictive insights that drive operational speed, safety, and efficiency.</p>
<p>What started as a garage-built prototype is now a fast-scaling SaaS company, backed by Insight Partners, Emergence Capital, and Y Combinator. Over 4,000 companies—including Shell, Yamaha, Unilever, and Marriott—run on UpKeep to modernize their asset operations. We’re leading the $30B category shift toward <strong>Asset Operations Management</strong>, where uptime, intelligence, and AI converge.</p>
<strong>Why join us:</strong>
<ul>
<li><strong>Own the AI-first transformation of an entire industry.</strong><strong><br /></strong>Every feature we ship leverages AI—from predictive work orders to sensor-driven automations. You’re not just iterating—you’re pioneering how data reshapes physical operations.</li>
<li><strong>Real traction, real scale.</strong><strong><br /></strong>Recognized as Gartner’s #1 Facility Management solution and G2’s top-rated CMMS, we’ve earned market leadership through product, not puff.</li>
<li><strong>A company where builders thrive.</strong><strong><br /></strong>We move fast, optimize for outcomes, and give high-agency operators the autonomy to ship big things. Our culture rewards bold thinking, not bureaucracy.</li>
<li><strong>Global team, local energy.</strong><strong><br /></strong>With 100+ employees across the world, we support remote-first work with deep investment in our LA HQ—where certain roles and leadership converge for rapid innovation.</li>
<li><strong>Equity and upside, not just a paycheck.</strong><strong><br /></strong>Competitive comp, meaningful ownership, and benefits that support your health, focus, and long-term growth.</li>
</ul>
<p>If you’re driven by impact, energized by AI, and hungry to transform a legacy industry—we’re hiring!</p>
<strong>POSITION SUMMARY</strong>
<p>As a Sr. Customer Success Manager (Sr. CSM), you will be responsible for a portfolio of accounts within our “high touch” engagement model. Your core focus will be to drive product adoption, maximize customer value, and to perform proactive activities to mitigate churn risks as well as uncover expansion opportunities. You will serve as the primary advocate for the customer and work with cross-functional teams to deliver an exceptional customer experience. Success in this role will be measured by key metrics such as revenue retention, revenue expansion, customer engagement, and account adoption outcomes.</p>
<strong>ESSENTIAL FUNCTIONS AND RESPONSIBILITIES </strong> 
<strong>Customer Ownership & Engagement</strong>
<ul>
<li>Manage a dedicated book of business within a high-touch engagement model, serving as the primary point of accountability for customer success.</li>
<li>Build strong, trusted customer relationships through recurring weekly or monthly meetings, ongoing email and phone communication, and periodic onsite engagements.</li>
<li>Multi-thread engagements within high-ARR accounts by identifying, engaging, and sustaining relationships with multiple stakeholders—including champions, administrators, and executive sponsors—to ensure continuity, alignment, and long-term partnership.</li>
<li>Act as a trusted product advisor, driving sustained usage and adoption of UpKeep’s core platform and all add-on products to maximize long-term customer value.</li>
<li>Share best practices related to user adoption, system administration, and maintenance workflow optimization to help customers achieve their desired business outcomes.</li>
<li>Deliver value-driven engagements such as adoption check-ins, quarterly business reviews (QBRs), and tailored product walkthroughs.</li>
<li>Drive consistent customer engagement across multiple channels, including email, phone, video conferencing, webinars, and onsite visits as needed.</li>
<li>Conduct proactive outreach to non-engaged or at-risk accounts to assess customer needs, satisfaction, and overall partnership health.</li>
<li>Complete a defined number of customer touchpoints each week (e.g., phone calls placed and meetings hosted) to maintain momentum and visibility across accounts.</li>
</ul>
<strong>AI-Enabled Execution</strong>
<ul>
<li>Leverage AI daily to prepare for meetings, execute engagements, summarize outcomes, and deliver timely follow-ups.</li>
<li>Use AI to reduce manual effort, improve efficiency, and drive consistency across the customer lifecycle</li>
<li>Promote and support adoption of UpKeep’s AI capabilities by guiding customers in transforming manual workflows with UpKeep Intelligence and related AI solutions.…