Manager, Customer Success/ Gestionnaire du succès client

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?

The Manager of Customer Success at Upland Software represents the pinnacle of driving retention and long-term customer value across the business. This role is responsible for leading, coaching, and developing a high-performing Customer Success Management team, setting the standard for excellence and embedding best practices that elevate execution across the function.

Acting as the voice of Customer Success for the product portfolio, the Manager plays a critical role in shaping strategy and ensuring the customer perspective is reflected in every decision. Equally, they serve as a key connector across the organization - aligning closely with Sales to maximise revenue growth within the existing customer base, partnering with Support to ensure technical issues are resolved with urgency and precision, collaborating with Marketing to strengthen Upland's presence and thought leadership in the market, and working alongside Product and R&D teams to translate technical complexity into clear, customer-centric value while helping to influence future product direction.

Role Scope & Responsibilities

• Lead and develop a team of 4 Customer Success Managers, ensuring alignment with KCM's Customer Success Organization retention and expansion metrics, as well as Upland Software's operating values
• Drive a high-performance culture through consistent coaching, structured feedback loops, and ongoing development of best practices
• Act as the primary escalation point for customer portfolios, supporting the team in navigating complex situations, including executive-level conversations, negotiations, and objection handling
• Partner closely with CSMs on critical accounts by joining customer calls where needed, particularly in high-impact or sensitive scenarios
• Own weekly forecasting and reporting responsibilities, providing clear visibility to the Senior Director of Customer Success on retention, risk, and growth opportunities
• Collaborate cross-functionally with Professional Services, Sales, Product, and Engineering to align on customer needs and drive successful outcomes
• Champion customer satisfaction, retention, and expansion by ensuring the team is proactively identifying risks and opportunities within their portfolios
• Lead and contribute to strategic initiatives within the CS organization, helping to continuously improve processes, customer experience, and team effectiveness
• Maintain a strong executive presence, both internally and externally, through regular stakeholder engagement and proactive communication
• Foster accountability and urgency within the team, ensuring follow-through on commitments and a consistent focus on delivering impact
• Lead on recruitment efforts and scaling up the CS team when required.

Upland Software (Nasdaq: UPLD) is the intelligence layer that unifies and contextualizes enterprise knowledge, content, and data, turning isolated information into actionable outcomes for every human and agent. More than 1,100 enterprise customers rely on Upland's deep domain expertise to unlock the full value of their AI and agent-driven operating models, driving measurable outcomes across customer experience, employee productivity, and regulatory compliance. For more information, 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.

Gestionnaire du succ es client (GSC)

Aper çu du role :

Chez Upland Software, le gestionnaire du succes client represente le summum en matiere de fidelisation et de creation de valeur client a long terme pour l'ensemble de l'entreprise. Ce role a pour responsabilites de conduire, encadrer et developper une equipe de gestion du succes client hautement performante, en definissant la norme d'excellence et en incluant les meilleures pratiques afin d'ameliorer l'execution globale de la fonction.

En tant que porte-parole du succes client pour le portefeuille des produits, le gestionnaire joue un role cle dans l'elaboration de la strategie et veille a ce que le point de vue du client soit pris en compte dans chaque decision. De meme, il joue un role cle de liaison au sein de l'organisation : il travaille en etroite collaboration avec les equipes commerciales pour maximiser la croissance des revenus aupres de la clientele existante, en partenariat avec le soutien technique pour garantir la resolution rapide et precise des problemes techniques, en collaboration avec le marketing pour renforcer la presence et le leadership d'Upland sur le marche, et en travaillant aux cotes des equipes Produit et R&D pour traduire la complexite technique en une valeur claire et axee sur le client, tout en contribuant a influencer l'orientation future des produits.

Étendue du role et responsabilites (Ébauche)

• Diriger et developper une equipe de 4 responsables du succes client, en veillant a l'alignement avec les indicateurs de fidelisation et d'expansion de l'organisation de reussite client de KCM, ainsi qu'avec les valeurs operationnelles d'Upland Software.

• Chapeauter une culture de haute performance via un encadrement constant, un processus de retroaction structure et un developpement continu des meilleures pratiques.

• Agir comme point de contact principal pour les escalades concernant les portefeuilles clients, en aidant l'equipe a gerer des situations complexes, notamment les conversations avec la direction, les negociations et le traitement des differends.

• Collaborer etroitement avec les autres gestionnaires du succes client sur les comptes critiques en participant aux appels avec les clients lorsque necessaire, notamment pour les scenarios sensibles ou ayant un impact majeur.

• Assumer la responsabilite des previsions et des rapports hebdomadaires, en fournissant une visibilite claire au directeur principal du succes client sur la fidelisation, les risques et les opportunites de croissance.

• Collaboration inter-fonctionnelle avec les services professionnels, les ventes, les produits et l'ingenierie afin de s'aligner sur les besoins des clients et d'obtenir des resultats positifs.

• Être un champion de la satisfaction, de la fidelisation et de l'expansion de la clientele en s'assurant que l'equipe identifie de façon proactive les risques et les opportunites au sein de ses portefeuilles.

• Diriger et contribuer aux initiatives strategiques au sein de l'organisation succes client, en contribuant a l'amelioration continue des processus, de l'experience client et de l'efficacite de l'equipe.

• Maintenir une forte presence executive, tant a l'interne qu'a l'externe, grace a un engagement regulier des parties prenantes et a une communication proactive.

• Promouvoir la responsabilite et la diligence au sein de l'equipe, en assurant un suivi des engagements et une attention constante portee a l'obtention d'un impact.

• Diriger les efforts de recrutement et augmenter l'equipe du succes client lorsque requis.