Customer Success Manager

We’re building the AI-powered future of maintenance.

UpKeep is on a mission to reinvent how the physical world runs—starting with the frontline teams who maintain it. We’re the creators of the world’s first AI-first CMMS (Computerized Maintenance Management System), equipping technicians and facilities teams with automation, machine learning, and predictive insights that drive operational speed, safety, and efficiency.

What started as a garage-built prototype is now a fast-scaling SaaS company, backed by Insight Partners, Emergence Capital, and Y Combinator. Over 4,000 companies—including Shell, Yamaha, Unilever, and Marriott—run on UpKeep to modernize their asset operations. We’re leading the $30B category shift toward Asset Operations Management , where uptime, intelligence, and AI converge.

Why join us:

Own the AI-first transformation of an entire industry. Every feature we ship leverages AI—from predictive work orders to sensor-driven automations. You’re not just iterating—you’re pioneering how data reshapes physical operations.

Real traction, real scale. Recognized as Gartner’s #1 Facility Management solution and G2’s top-rated CMMS, we’ve earned market leadership through product, not puff.

A company where builders thrive. We move fast, optimize for outcomes, and give high-agency operators the autonomy to ship big things. Our culture rewards bold thinking, not bureaucracy.

Global team, local energy. With 100+ employees across the world, we support remote-first work with deep investment in our LA HQ—where certain roles and leadership converge for rapid innovation.

Equity and upside, not just a paycheck. Competitive comp, meaningful ownership, and benefits that support your health, focus, and long-term growth.

If you’re driven by impact, energized by AI, and hungry to transform a legacy industry—we’re hiring!

POSITION SUMMARY

As a Customer Success Manager (CSM), you will be responsible for a portfolio of accounts within our “medium touch” engagement model. Your core focus will be to drive product adoption, maximize customer value, and to perform proactive activities to mitigate churn risks as well as uncover expansion opportunities. You will serve as the primary advocate for the customer and work with cross-functional teams to deliver an exceptional customer experience. Success in this role will be measured by key metrics such as revenue retention, revenue expansion, and customer engagement metrics.

This is a hybrid role where the employee will be in office on Wednesdays.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Customer Ownership & Engagement

Manage a dedicated book of business within a medium-touch engagement model.

Serve as a trusted product expert, driving ongoing adoption of UpKeep's core platform and add-on products to maximize long-term value.

Meet quarterly engagement metrics across your assigned accounts.

Drive key account outcomes, including securing verbal renewal commitments, moving accounts out of at-risk (churn or downgrade) status, and accelerating user adoption for newly onboarded accounts.

Deliver product walkthroughs and training sessions as needed.

Engage customers across multiple channels: email, phone, video conferencing, webinars, and occasional onsite visits.

Achieve weekly targets for customer meetings and talk time.

Conduct proactive outreach to non-engaged accounts to assess customer needs, satisfaction, and overall partnership health.

AI-Enabled Execution

Use prescribed AI tools daily across internal workflows to prepare for customer meetings, complete action items, reduce manual effort, and improve efficiency and consistency across the customer lifecycle.

Drive customer adoption of UpKeep's AI tools with a value-driven mindset.

Revenue Retention

Achieve quarterly gross revenue retention (GRR) targets.

Manage forecasting of accounts at risk of churn or downgrade.

Proactively monitor account health scores and early warning signals to mitigate churn and downgrade risk.

Partner closely with the Retention Team to resolve active churn and downgrade requests and reinforce customer value.

Revenue Expansion & Renewals

Achieve quarterly net revenue retention (NRR) targets.

Source a set amount of expansion revenue each quarter through proactive discovery, making strategic recommendations for plan upgrades, additional users, or additional products.

Secure verbal confirmations for upcoming renewals.

Collaborate with the Sales team to support renewal confirmations and expansion motions.

Cross-Functional Collaboration & Process Improvement

Partner with Technical Support, Professional Services, Sales, and Product teams to address customer needs and deliver a seamless, high-quality customer experience.

Contribute to the continuous improvement of internal processes, playbooks, and standard operating procedures.

TRAVEL

Ability to travel up to once per quarter for customer onsite visits.

EXPERIENCE

Bachelor's Degree a plus in business, communications, or similar field

2+ years experience in a customer-facing customer success or account management role

Experience with Salesforce

Experience with being measured by Gross Revenue Retention, Net Revenue Retention, or similar metrics

Experience with a previous cloud-based or SaaS company

KNOWLEDGE/SKILLS

Ability to honor deadlines and follow through on commitments

Outstanding prioritization, organization, and time management skills

Strong written and verbal communication skills. Ability to manage multiple streams of communication

Strong web presentation skills

Basic technical aptitude to understand how to troubleshoot issues and provide effective solutions

Possess ability to diagnose non-technical issues and prescribe next steps

Possess ability to set clear expectations with customers

Possess ability to be assertive but empathetic during customer interactions

Skillful at managing relationships

Possess basic business acumen to understand how business principles relate to customer success

DESIRED BEHAVIORS

Self-starter that thrives in fast-paced environments

Works well with others

Receptive to change – is flexible. Seeks and adopts improved approaches and processes.

Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.

Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.

Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs.

Takes responsibility for their own learning - knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn.

Communicates ideas –