Customer Success Manager (CSM)

Responsibilities

• Manage customer engagements from start to finish. This includes initial discussions, Proof of Concept (POC) and Proof of Value (POV) stages, product deployment, technical setup, and ongoing operations.
• Identify new opportunities and lead them to completion.
• Maintain and strengthen relationships with customer counterparts and key people.
• Identify customer problems and create plans to fix them.
• Actively manage ongoing work with current customers and POV projects with potential customers.
• Coordinate and assign resources effectively for these projects.
• Manage daily activities and lead executive progress reviews, including training.
• Build long-term relationships with customer contacts and stakeholders based on trust, respect, technical understanding, and a constant effort to improve user experience.
• Represent the customer's needs and advocate for them with the Product, Engineering, and Marketing teams.
• Effectively resolve any customer issues related to Upstream products or services to keep customers loyal.
• Give customers a clear understanding of the Upstream product plan to get the most value and support chances to sell more.
• Work closely with Sales, Partner Management, Product, Data and Research, DevOps, Ops, and Product teams.

Requirements

• Five or more years of experience in program or project management, customer success (CSM), or service management.
• Experience working in a fully remote and distributed team setting with both internal and external contacts.
• Proven background working in fast-growing, agile startup or scale-up companies.
• Experience in companies that use data heavily, especially those serving the automotive or mobility sectors.
• Strong skills in communication, critical thinking, time management, handling multiple tasks, working across different teams, and managing several customer relationships at once.
• A strong mindset focused on putting the customer first.
• Solid understanding of data-driven solutions and data management platforms in the automotive and mobility industries.
• Proven ability to work well in complex, fast-paced, global work settings.
• Must be willing and able to travel.

Preferred Qualifications (Nice to Have)

• In-depth knowledge of the automotive market.

Location

• Nashville, Boston, or Metro Detroit based.

About the Company

Upstream is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.

Category

Customer Service