Customer Success Operations Manager

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 work—and 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 is in search of a Customer Success Operations Manager to help the Customer Success Team reach their goals and maximize retention across the company.

Primary Responsibilities:.

• Perform ad hoc data-driven analysis to inform strategic business decisions.
• Oversee CS Tool management, to optimize CSM Leadership & ICs' customer visibility, prioritization, and other programs.
• Analyze business performance to uncover trends, insights and opportunities.
• Present your analyses and your recommendations to senior stakeholders in the org.
• Implement Key Performance Indicator design, reporting, visibility, and management, and translate into an operational cadence that enables business decisions.
• Collaborate with key partners across the organization (Sales Ops,Finance, GTM, Marketing, Product, etc.) on cross-functional initiatives, representing the CS organization.
• Direct annual planning for CS Org, including capacity and headcount planning, org design, supporting GTM strategic decisions, systems and tool updates, territory planning, organizational change.
• Partner with CS leadership to design and implement new processes to optimize internal efficiency and improve the value we deliver to our customers.
• Establish and maintain rigor on CS data, renewal forecasting, CS activity and customer health.
• Provide thought partnership to Customer Success leadership, serving as a trusted strategic advisor and operator.

Required Skills:

• Highly motivated and pro-active individual with a passion for learning, problem-solving, and customer service.
• Ability to prioritize and balance ad hoc reporting requests with larger projects.
• Undergraduate degree or equivalent professional experience in Business, Customer Success or Operations at a SaaS company.
• Strong attention to detail and problem-solving skills.
• Effective working both independently and in a team environment.
• 2+ years of experience with Salesforce reporting platform and other Customer Success tools.
• Strong analytical skills and ability to drive change in a complex environment.

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit www.uplandsoftware.com.

Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.