Customer Success Manager

Uptick makes software specific to the fire and security industry, used to maintain buildings across North America. Thousands of professionals rely on our platform for their entire workday. Making our software intuitive and backing it up with deeply knowledgeable customer support is our top priority.

Customer Success is vital to our long-term growth. We will only succeed if our customers are receiving massive, undeniable value from our service.

To be absolutely clear: this is not an upselling, cross-selling, or quota-carrying sales role.

We are looking for a highly technical, product-focused Customer Success Manager. Your sole mission is to own customer outcomes, drive platform adoption, and act as a strategic product consultant for our users. You will serve as the ultimate product expert, helping customers extract maximum value from a highly complex SaaS platform.

• Act as a Product Expert: Be obsessed with the product. You will continuously improve your product knowledge to ensure the Customer Success team remains the most informed product experts in the building.
• Drive Business Value: While you won't be upselling, you must possess a strong commercial mindset. You need to understand your customers' business metrics, assess risks, and guide decisions that drive deep product ROI.
• Manage Projects & Milestones: Ensure that both internal and external onboarding, adoption, and training milestones are consistently tracked and achieved.
• Embody Our Core Values: Consistently represent our three core values—Care, Excellence, and Growth—across all internal and external interactions.

• Complex SaaS
  
  Experience:
  
  You must have a proven track record of working with highly complex SaaS platforms. You should be entirely comfortable helping customers navigate robust, multi-layered software systems.
• Technical Troubleshooting: You possess a solid technical aptitude, allowing you to quickly identify specific user workflows, troubleshoot technical roadblocks, and develop creative solutions on the fly.
• Exceptional Communication: You have the ability to manage and influence customers through empathy, persuasion, and consensus-building, rather than sales pitches.
• Cross-Functional Collaboration: You are a team player who works seamlessly alongside Sales, Support, and Product, proactively sharing data-driven feedback to improve the overall customer journey.