Customer Success Manager

Join to apply for the Customer Success Manager role at Upflow.About UpflowUpflow provides the first global ‘Financial Relationship Management’ (FRM) platform—a revolutionary approach to leveraging cutting-edge technology and AI to help B2B businesses get paid more effectively, unlock owed cash reserves, and empower B2B companies to grow more rapidly. Essentially a CRM solution for Finance, Upflow empowers Finance Teams to take control of the customer experience related to payments and deliver on its growth potential.Most modern, fast-growing companies are focused on sales growth and retention and struggle to maintain focus on cash collection. This leads to unpaid invoices, broken communications, outdated payment methods, and a negative customer experience. Upflow’s FRM is the modern collections hub that manages all data, analytics, communications, and payments to improve cash flows. Upflow is a product-led organization launched in 2018, trusted by hundreds of companies across the US and EMEA, including Lattice, Front, PandaDoc, Carta, ProductBoard, and many more. We are backed by leading investors and top business angels. We are distributed across three continents and rapidly expanding.For more information about our company and our team, visit our careers page at www.upflow.io/careers.Your Role at UpflowUpflow is looking for a unicorn: a native English speaker fluent in French, and an experienced, talented Customer Success Manager. This role is based in our Paris office and involves managing a 50:50 split of US and EMEA accounts. Our Customer Success team is dedicated to delivering an outstanding customer experience, achieving excellent Net Revenue Retention, and championing the value Upflow brings to its users. Upflow is a product-led organization with a strong focus on easy sign-up, seamless onboarding, minimal TTFV, and communicating to users through the product to unlock revenue. The CSM at Upflow is in charge of value delivery, account expansion, and retention. They own the customer from the completion of onboarding through to renewal and collaborate with Sales, Marketing, and Product/Engineering.As a CSM for Upflow you will:Own and scale a portfolio of part US, part EMEA accountsForecast, hit, and exceed NRR expansion goalsEnsure ongoing user satisfaction and retention of your portfolio of accountsBuild strategic account plans to expand your portfolio, identifying growth opportunitiesBuild Upflow Champions by identifying, establishing, and strengthening relationships with key stakeholdersConduct QBRs with all accountsLeverage knowledge of the Upflow platform to advise on best practices around product usageImprove internal processes to create more automations and efficienciesCollaborate with the Product Team and be the Voice-of-the-CustomerCollaborate with the Marketing team to convert successful customers into advocatesWho You AreWhat we are looking for3+ years of experience in a CSM role for other winning SaaS companiesNative English speaker with excellent written and verbal communication skills in French (Mandatory)Growth-focused individual with a proven track record of exceeding targetsEntrepreneurial mindset and at ease in a very fast-paced and rapidly changing environmentProven track record of building relationships and delivering outcomesCustomer-centric approach: passionate about delivering outstanding service to customersData-driven, analytical, and process-orientedEager to learn and to collaborate cross-functionallyBased in ParisNice to havePrevious Sales experienceExperience working in the finance/Fintech/AR industryExperience using ERPs/accounting tools such as Netsuite, QuickBooks, Sage, Xero, Zuora, Stripe, etc.Recruitment processScreening call with Francesca, People Admin Manager. Francesca will discuss what you enjoy and what you’re looking for in applying to this position. Come with questions.Interview with Brad, CRO. A discussion with your future manager to go deeper into your expertise and to show you what your day-to-day would be like.Home assignment. You’ll be given a home assignment to assess your skills and provide a taste of what would be asked at Upflow.Home assignment playback and meet the team. The hiring manager will debrief your case with you.Founder interview. Meet with Alex (co-founder & CEO) to discuss Upflow’s vision and values and ask questions.Alignment and Offer. If it goes well, we’ll align on terms and extend an offer.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 single criteria. Keep in mind that a variety of experiences and perspectives can bring value beyond the listed qualifications.We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr