Enterprise Customer Success Manager

Ranked #292 on Inc. 5000 Fastest-Growing Private Companies 2022

About Upwards:

Upwards is a fast-growing Los Angeles-based startup transforming childcare in the United States. Backed by top investors and VCs, we're making childcare accessible to all families by connecting parents, caregivers, employers, and governments to offer benefits programs that meet ever-evolving family needs.

It is our mission to make childcare affordable and accessible for all.

The role of the Enterprise Customer Success Manager will:

• Expansion: Own the end-to-end success for a book of Upward's largest customers, responsible for revenue retention, expansion, and customer happiness metrics. Proactively plan for and lead customer renewal and upsell conversations.
• Relationship Management: Establish close alignment with your customers around their goals and priorities, and proactively plan and manage the customer relationship to achieve their target outcomes.
• Customer Centricity: Cultivate your knowledge about our customers’ organizations, focusing on what matters for executive stakeholders and end users while informing and improving our customers' workflows.
• Strategy & Execution: Serve as a representative of Upwards to our customers, conveying our strategic and product direction and sharing how this direction will contribute to our customers’ collaboration goals.
• Advocacy: Serve as a representative of our customers back to Upward's cross-functional teams, advocating on their behalf to ensure we’re working in the best interests of our customers.
• Data: Use customer usage metrics to find opportunities to deepen WeeCare's footprint and impact our customers. Collect and analyze information and prepare sales, customer, and billing reports.

We are looking for someone who has the following experience:

• 3-5 years of experience as an Enterprise Customer Success Manager.
• Determined and adaptable, you consistently seek growth and innovation opportunities to optimize results.
• Written and spoken communication proficiency, including the capacity to customize messages for diverse audiences. Present information to various audiences.
• At ease in a dynamic, rapidly expanding startup atmosphere, where you will be tasked with assuming various roles and providing suggestions for ongoing process enhancements to facilitate business expansion.
• Adept with Hubspot, Analytics tools, and Microsoft Excel, ranging from proficient to advanced levels.
• A background in business, finance, supply chain, or a related discipline is considered advantageous.

What the Interview Process will look like:

• 1st Interview: Human Resources Manager
• 2nd Interview: Director of Customer Success
• 3rd Interview: Working Interview Session
• 4th Interview: Meet various members of the WeeCare Team

Let’s talk about the perks at Upwards:

• Salary Range: $85,000 - $100,000
• Comprehensive Benefits - Medical, Vision, Dental, Short and Long Term Disability.
• Parent Leave - WeeCare provides a generous 8-week parental leave!
• Monthly Fringe Benefits - Pick something fun for yourself!
• 401K with a 3% Match - You invest in us, we are going to invest in your future.
• Flexible Paid Time Off - We encourage you to take time for yourself.
• Equity - We want our employees to be stakeholders.
• Paid access to co-working spaces - Come join us at WeWork!
• Stipend to outfit your home office - We are 100% remote, so find that comfy chair!
• Yearly professional development stipend - We support career development for all employees.

Compensation determinations rely on various factors, encompassing the position level, the individual's skills, knowledge, and capabilities, the location of the role, internal fairness considerations, and alignment with market data.

Upwards, as an E-Verify participant and equal opportunity employer, does not discriminate based on race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. Rest assured that all your information will be treated confidentially in accordance with EEO guidelines.