Scale Customer Success Manager

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Job Description

UpSlide is the number one productivity solution provider for financial services. Our software dramatically improves the functionality of PowerPoint, Word, Excel, and Power BI and enables users at firms like Citi, KPMG, and BNP Paribas to focus on high-value tasks rather than formatting or copy-pasting. We’re scaling up with 160+ employees across our offices in New York, London, Paris (HQ), Singapore, and Berlin.

Our values

Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value:

Excellence: We think that every detail counts, and we place great importance on the quality of our deliverables.
Trust: We are passionate, committed, and free to act with autonomy.
Happiness at work: We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.

The team

You’ll be working directly with 5 fellow CSMs in London, 15 CSMs globally, and managed by Ellie (Success Team Lead).

Excellence: We think that every detail counts, and we place great importance on the quality of our deliverables.
Trust: We are passionate, committed, and free to act with autonomy.
Happiness at work: We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.

The team

You’ll be working directly with 5 fellow CSMs in London, 15 CSMs globally, and managed by Ellie (Success Team Lead).

At UpSlide, we believe in fostering a positive and collaborative work environment. Here are some of the team rituals that contribute to our vibrant culture:

Yearly seminar in Paris: This event, hosted at our Paris headquarters, serves as a unique opportunity for teams to connect, collaborate, and enhance the overall cohesion of the UpSlide global family.
Team lunches: We often go out for team lunches to celebrate wins, reflect on projects, socialize as a team or try out new restaurants!
Weekly goûter: Every Thursday afternoon the office meets up for snacks and chitchat.
Monthly social events: Once a month, we organize social events, ranging from team-building activities to casual outings to yoga/spin classes.

Team goals

You will manage a large portfolio of small to medium-sized clients within the rapidly growing book of clients, with a focus on delivering high-impact, scalable support across multiple accounts.

With backing from senior team members, sales, support, and an expanding customer success function, you'll play a key role in shaping how we serve and support our clients - driving consistency, uncovering opportunities, and enabling growth.

Your Responsibilities ️

We are seeking an inquisitive and results-driven Scale Customer Success Manager to join the team.

This is an exciting new role at UpSlide, which offers a unique opportunity to help build and implement a strategy for our small-medium client segment. As a Scale CSM, you will manage a broad portfolio of customers, ensuring their success through a mix of high-touch and one-to-many engagement strategies. You will be pivotal in customer retention, adoption, and growth, driving efficiency through scalable processes and automation.

This role requires a proactive approach to identifying growth opportunities, fostering strong relationships, and collaborating closely with cross-functional teams, including Sales, Product, and Marketing, to ensure our customers achieve their business objectives.

Scalable innovation and data analysis

Deliver scalable customer success initiatives by leveraging automation tools and data-driven engagement strategies. Collaborate with cross-functional teams to refine the scaled customer success programme using insights and feedback.
Optimise existing processes within the company and actively enhance customer success initiatives.
Analyse client data and engagement metrics to continuously enhance and tailor success playbooks for improved outcomes.
Stay abreast of industry trends and share relevant insights to help customers remain ahead of the curve.

Client engagement, adoption, and renewal

Oversee a diverse portfolio of customer accounts, ensuring high levels of satisfaction and long-term client retention.
Foster and maintain trusted client relationships through training sessions, webinars, newsletters, and scalable communication channels, while proactively identifying their needs and business goals.
Identify potential risks within accounts and implement proactive strategies to minimise churn.
Conduct business reviews where appropriate to highlight the impact and value of UpSlide's solutions.
Cultivate enthusiasm for UpSlide within your client base, identifying brand ambassadors to advocate for its value across their organisation.
Seek out and drive upsell and expansion opportunities within your client base by being commercially curious.
Collaborate with the Product team by ensuring the customer voice is represented in product development.

Looking for a different approach to Customer Success?

We're hiring for a CSM and a Scale CSM! If the other role sounds more your style, feel free to check out the job ad here.

Your goals

3 months

Be familiar with UpSlide and our client industries
Be signed off to give training sessions and business reviews
Begin building knowledge of your client portfolio, identifying early patterns and recurring themes

4-6 months

Be autonomously managing your book of clients and handling day-to-day interactions
Proactively identifying opportunities to create scalable solutions for multiple accounts
Deepening your technical knowledge of UpSlide
Adding value to the team (process improvements, suggesting ways to solve tricky client situations, taking on projects outside of core role)

9 months

Be on track to hit annual KPIs (NRR and churn rate)

Job requirements

You are a great fit if you have:

At least 2 years of proven experience in enterprise B2B relationship management, customer success, or account management.
A proactive mindset, with a proven ability to identify opportunities for process improvement and design scalable solutions for multiple accounts.
Strong analytical skills and a data-driven approach that allows you to recognize patterns in your client portfolio and turn insights into actionable strategies.
A track record of successfully building new and applying existing customer success strategies to drive client outcomes.
A proven ability to manage multiple customer accounts effectively, leveraging automation and one-to-many approaches to scale success initiatives.
Strong communication and interpersonal skills, with the ability to build rapport and trust through scalable engagement channels.
A passion for leveraging data, analytics, and automation to drive ROI.
Strong team player mindset, always looking for ways to contribute but also manages well independently.
Proficiency in Microsoft Office (especially PowerPoint and Excel).
An expert eye for detail.
Excellent written and verbal communication skills (min. fluent in English).

We’d love it if:

You can switch contexts quickly and easily, and are skilled in managing multiple priorities at the same time.
You have strong project management skills to manage an exciting portfolio of clients.
You are familiar with financial and professional services.
You are fluent in another language.

If you don’t tick all the boxes but you think you’d be a great fit, please apply and tell us why.

Recruitment process

Phone interview with Andrea, Talent Acquisition [45’]
Video interview with Ellie, Success Team Lead. This interview will include a training session [45’]
In-person interview with Alex, Head of Success [90’]
Final video interview with Aurore, Deputy CEO [30’]

We'll conduct a reference check to learn how to help you thrive!

On average, our process lasts 3 weeks.

What We Offer

Make a real difference and be at the very centre of a self-funded and growing SaaS company (doubling every two years for the past 10 years)!

International environment: Start-up with five offices (Paris, London, Berlin, New York, Singapore) and users in more than 60 countries

Hybrid work: 2-3 days/week hybrid work policy

Work-from-home budget: €500 WFH equipment budget

Training & professional development: Collaboration with our sister company, IPH, who provides UpSliders with training on key soft skills and management

️ Wellness package: £45 per month for physical and mental wellness activities

Flexi-work: Flexible working hours

Parental leave: Paid parental leave for the birthing/non-birthing parent and help for parents of children under seven

Birthing parent: 14 weeks of fully paid leave
Non-birthing parent: 4 weeks of fully paid leave
Additional benefits: flexible return to work options, and additional 5 days fully paid
4 days fully paid leave for sick children up to 6 years old or up to €1,800 for childcare reimbursement

Beautiful office: An inspiring eighth-floor corner office near Liverpool Street with beautiful common areas and meeting rooms, a balcony with a view, bike storage and showers, tea/coffee, etc.

Holidays: 25 days plus public holidays & a half-day of additional holiday per year of full service (up to 5 additional days)

Company events: Office socials and international company events (e.g. annual company seminar, team seminar, and sustainability actions taken throughout the year)

Compensation: Competitive package

Pension: Pension contributions (with matched contributions up to 5% after one year)

???? Health insurance: Opportunity to opt into a health insurance plan (Vitality)

More About UpSlide

On top of exciting business challenges in a fast-growing market, you will find a friendly, caring, and challenging culture
You will be met with opportunities to acquire new skills, learn from others in a multicultural environment, and grow as a person
UpSlide employees have committed to making a positive impact on the world. We obtained B Corp certification in 2022 with strong commitments toward our employees, community, clients, suppliers, and the environment. UpSlide is now 30% owned by employees More info here: upslide.net/en/from-a-to-b-corp-our-mission-for-positive-impact/
UpSlide was ranked #1 best place to work in 2019 and #1 best place to work in 2020 in the category “best company for remote work” More info here: upslide.net/en/happiness-at-work-recipe/

As a B Corp-certified company, we have strong commitments toward our employees, community, clients, suppliers, and the environment. We strive to create an environment where everyone feels welcome. This commitment to diversity and inclusion is applied in our recruitment process and your employee experience once you’ve joined UpSlide

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Location:: London, England, United Kingdom
Salary:: £125,000 - £150,000
Job Type:: FullTime
Category:: Management & Operations

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