Senior Customer Success Manager

Overview 

UPSTACK is the leading full-service technology advisory firm, transforming how businesses design, source, implement, support, and optimize IT infrastructure. Clients benefit from decades of expertise, enhanced support, and UPSTACK’s proprietary technology—delivering faster deployments, cost savings, and streamlined access to critical solutions.

Our expertise includes: data center colocation, network connectivity, SD-WAN, unified communications, cloud contact center, CX-AI, private/public cloud, security, mobility, business continuity, and IoT.

Under the leadership of Founder and CEO Christopher Trapp, UPSTACK is committed to exceptional customer experiences, serving 6,500+ clients—from SMBs to enterprises—and managing over $550M in annual technology spend across industries.

About the Role 

The Senior Customer Success Manager is responsible for building strong relationships with influencers and key decision-makers, driving growth, and retention, and delivering a proactive and superior customer experience. This role serves as the primary point of accountability and escalations for their portfolio of customers. 

The ideal candidate is organized, resourceful, team-oriented, an effective communicator, and has a customer-focused mindset. 

A successful individual will be detail-oriented, demonstrate exceptional organizational and communication skills, act tactically, write effectively, and display strong analytical and critical thinking skills. Our ideal candidate must be able to thrive in a fast-paced multitasking environment and can easily adapt positively to change and rapid company growth.  

Critical Outcomes Expected 

• Customer Relationship Management
  • Create and nurture strategic partnerships with customer stakeholders to ensure each phase of the customer lifecycle is cared for and accounted for (Learn, Buy, Get, Use, Pay, Support)
  • Develop a growth and retention strategy that aligns with the customer's business needs, objectives, priorities, and success path
• Account Planning and Opportunity Management
  • Proactively manage retention activities to mitigate churn across the Customer base
  • Bring customer and industry insights to the customer through proactive communication and business reviews to promote account value and success of the customer
  • Drive partnership with the internal account teams to identify, create, and support growth opportunities for the Customer
  • Work cross-functionally to lead customer renewal activities
• CX Execution
  • Anticipate, identify, and mitigate blockers to CS goals with internal and external stakeholders to accelerate customer value realization and customer satisfaction 

Skills & Requirements 

• 6+ years of customer-facing consulting or remit, solution delivery, or account manager/executive expertise
• Experience with driving business change management and/or technical adoption, required
• Excellent communication, including executive presence, interpersonal, verbal, written, and presentation skills
• 6+ years of telecom experience required
• 5+ years of Indirect Channel experience strongly encouraged
• Customer-focused mindset
• Quickly grasp projects and solutions and pull the resources together
• Be highly detailed, and precise, and have strong follow-up and through capability
• Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of Customers 

What Else We’re Expecting 

• History of operating successfully in a fast-paced, high-growth technology organization
• Exceptional core values – not only does the right thing but does the thing right  
• Highly competitive, motivated by winning  
• Excellent written and verbal communication skills
• Strong IT background; experience in network, voice, and data center implementations a plus
• High attention to details  
• Proficiency in Microsoft Office programs and apps  
• Curious, resilient self-starter with a “can-do” attitude
• Not only adapts to but embraces change
• Collaborative with a willingness to roll up one's sleeves and work on projects and tasks even if they fall outside of stated job responsibilities   
• Solutions-oriented problem-solver that is focused on execution
• Entrepreneurial by nature. Not afraid to challenge the status quo in order to find better ways to get the job done
• Data fluent; leverages empirical evidence to inform decisions and opinions
• Demonstrated ability to work across multiple time zones and cultures 

Salary Range

Employees new to UPSTACK typically come in at the start of the pay range. UPSTACK focuses on providing a simple and transparent pay structure, which is based on a variety of factors, including location, experience, and job-related skills. 

The salary range for this role is $85,000.00 to $100,000.00 annually + participation in our variable bonus structure. 

Closing

UPSTACK is an Equal Opportunity Employer and does not discriminate based on race, gender, ethnicity, religion, national origin, age, disability, veteran status, gender identity/expression, sexual orientation, or on any other basis prohibited by law. Consistent with applicable state and local law, UPSTACK will consider employment for all qualified applicants.

UPSTACK is committed to providing reasonable accommodations to individuals with disabilities as required by applicable law. Accommodations may include adjustments to the application, interview, or assessment process, as well as modifications to the work environment or job duties to enable individuals to perform the essential functions of the role. Requests for accommodations will be evaluated on a case-by-case basis and provided unless they impose an undue hardship on the organization.

At this time, UPSTACK will not sponsor a new applicant for employment authorization for this position.

We endeavor to make the application process accessible to all applicants. If you would like to contact us regarding accessibility and/or need assistance completing the application process, please contact us at recruiting@upstack.com.