Upland Software seeks an experienced Customer Success leader to drive our Customer Success Strategy within Upland Shared Services. Given our recurring software business model, Customer Success is strategic to our customer health and thus our long-term profitability. We will not be successful unless our customers are receiving massive value from our products and as such, we need a senior leader to own and drive success for our customers. Working with the SVP of Customer Success and the Customer Success leads within each Upland business unit, this role includes responsibilities for a range of Customer Success activities including defining and delivering the Customer Success Strategy for Upland through strong Program Management skills, delivering Customer Success Tools and Processes across all business units, such as Customer Success Platforms, Continuously improving our Customer Success model, creating our Playbook strategy, implementing strong forecasting and win / loss motions to maximize renewal rates and grow our business.

The role reports directly to the SVP of Customer Success. This pivotal position is a key player both on the Upland cross-BU functional leadership team and working with the cross-Upland Customer Success Leadership group.

• Design and Deliver our Customer Success Strategy, aimed to maximize renewal rates, reduce churn and grow our business across all products.
• Drive Customer Success Outcomes: renewal rates, reducing churn across product lines
• Introduce standard tools and processes to Customer Success, ideally identified through previous Customer Success experiences and learnings.
• Expanding revenue through partnership with sales & marketing to achieve expansion, cross sell & usage targets
• Introduce and deliver a continuous improvement program, ensuring we always respond to our customers and colleagues feedback and take action to improve our business and customer success outcomes.
• Improving Customer Health & NPS through early intervention strategies across functions including product & professional services
• Design & operationalize a customer experience that supports new business growth by earning advocates and increasing customer reference-ability
• Bring best practices from around the industry to address customer journey challenges across different product specialties
• Drive an accurate renewal forecasting process & reporting cadence
• Design a Win / Loss motion and outlooks to maximize renewal rates
• Foster collaboration within the team and other functions and across customer lifecycle

• 10+ years experience in leading customer-facing organizations, ideally in enterprise software and SaaS
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong commercial chops – ideally honed through both post sales & sales experience
• Strong Program and Project Management skills
• Strong empathy for customers AND passion for revenue and growth
• Analytical and process-oriented operational mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Experience with Customer Success Platforms ideal
• Bachelor’s degree required; advanced degrees preferred