Customer Success Advisor

September 24

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Description

• The Customer Success Advisor will be instrumental in nurturing and enhancing relationships within Uptime’s client portfolio. • The CSA will work hand-in-hand with clients to ensure they derive the maximum value from Uptime.com services. • The Customer Success Associate (CSA) will proactively seek out upsell and cross-sell opportunities. • Building strong, trusting relationships with key influencers in clients' organizations will allow effective connection with decision-makers. • The CSA will help clients fully understand the incredible value of their Uptime.com investment.

Requirements

• Build and nurture meaningful relationships with clients, being their go-to contact. • Lead outreach initiatives for customers enjoying free trials, working hand-in-hand with other team members. • Connect with potential customers who are currently using competitor products and services to explore conversion opportunities. • Gain insight into customers' business objectives, priorities, and challenges, and find ways to support their success. • Spot upsell and cross-sell possibilities within the customer base and collaborate with the broader team to turn these into successful deals. • Focus on client retention and reducing churn, particularly among our top customers and logos. • Conduct regular business reviews with key customers to assess performance and uncover areas for enhancement. • Team up with the product and engineering teams to ensure clients maximize their experience with Uptime’s products and services. • Act as a champion for our customers by relaying feedback to internal teams regarding their needs and challenges. • Collaborate with the Marketing and Product teams to enhance customer onboarding and training for quicker value realization. • Take responsibility for guiding our customers through the activation process. • Engage in important customer calls to strengthen trust in our brand and offerings. • Manage customer engagement by overseeing and reporting on account health scores, taking proactive steps based on the insights gathered. • Work closely with the Product, Design, and Engineering teams to share product feedback, plan roadmaps, and communicate crucial updates to customers.

Benefits

• Health Care Plan (Medical, Dental & Vision) for US Employees • Generous PTO bank - including substituting your local or religious holidays! • Family Leave (Maternity, Paternity) • Training & Development • Work From Home