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About the Role
Upflow is seeking a talented Customer Success Manager to manage a portfolio of US accounts, focusing on delivering outstanding customer experiences, achieving excellent Net Revenue Retention, and championing the value Upflow provides.
Responsibilities
- Own and scale a portfolio of US accounts across the full customer lifecycle, including onboarding handoff, health monitoring, renewals, and expansion.
- Monitor account health and proactively identify at-risk accounts and upsell opportunities.
- Forecast, achieve, and exceed Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
- Conduct Quarterly Business Reviews (QBRs) and develop strategic account plans to identify growth opportunities.
- Identify, establish, and strengthen relationships with key stakeholders and decision-makers.
- Develop deep knowledge of the Upflow platform and advise accounts on best practices.
- Maintain clean, accurate, and up-to-date CRM and customer data.
- Track and report on key metrics such as GRR, Net Promoter Score (NPS), and NRR.
- Adapt established playbooks to specific account contexts.
- Act as the voice of the customer internally, sharing insights and feedback with the Product team.
- Partner with Sales on customer handovers and with Marketing to convert successful customers into advocates.
- Communicate professionally with customers and escalate complex issues and risks promptly.
- Contribute to the improvement of internal processes, templates, and playbooks.
Requirements
- 1-4 years of experience in a Customer Success Manager (CSM) role or similar position.
- Entrepreneurial mindset and ability to thrive in a fast-paced, rapidly changing environment.
- Customer-centric with a passion for delivering outstanding service.
- Excellent written and verbal communication skills in English.
- Based in NYC or surrounding cities.
Skills
- Customer Relationship Management
- Account Management
- Forecasting
- Strategic Planning
- Stakeholder Management
- Product Knowledge
- CRM Data Management
- Metrics Tracking
- Customer Feedback
- Sales Collaboration
- Marketing Collaboration
- Issue Escalation
- Process Improvement
Location
- New York, NY
Work Type
- In-office, 4 days/week
Experience Level
- 1-4 years
Salary/Compensations
- 100,000 USD yearly gross
About the Company
- Upflow is a Financial Relationship Management (FRM) platform that helps B2B finance teams collect smarter and get paid faster using AI agents.
- The platform integrates order-to-cash processes across four products: Insights, Collections, Payments, and Cash Application.
- Upflow serves over 500 companies in more than 30 countries, including Vercel, Lattice, and Productboard.
- The company is backed by investors such as Y Combinator, Hedosophia, Hexa, and Lorimer.
- Upflow has teams in the US and Europe and is building a category-defining company at the intersection of finance, payments, and AI.
Equal Opportunity
- At Upflow, we are committed to building a diverse and inclusive workplace. We encourage all individuals to apply, even if you don’t meet every qualification.
- We believe that a variety of experiences and perspectives can bring value beyond the listed qualifications.
- If you’re excited about what we do and feel you could contribute, we want to hear from you.