Customer Success Manager

UpSmith | Customer Success Manager at UpSmith (DFW Preferred)

Seeking a first-rate operations professional to join an early stage team focused on helping trades companies win and skilled workers thrive. Through our technology, we deploy AI interventions to increase revenue and improve team performance.

What you'll be leading:

• Driving key operational initiatives to locally launch new clients

• Supporting client and technician success during UpSmith implementation & delivery

• Core responsibility for analysis of data, including (1) driving key findings around product efficacy and opportunities for improvement, and (2) conducting client ROI analysis

• Recommending new products or improvements to existing products UpSmith should undertake

• Presenting findings and insights to internal and external leadership to drive business & product roadmapping decisions

• Bringing values-centered leadership and deep belief in UpSmith’s mission for serving customers, partners, & employees

• Other tasks as required to support UpSmith’s growth
  

Success metrics for this role:

• Achieving customer satisfaction, measured by expansion for key accounts

• Net dollar retention, measured by customer wallet expansion

• Generating product insights from customer engagement, discovery, and interviews
  

What you must have:

• Flexibility - You can travel frequently (weekly) to client sites throughout the U.S.

• Problem solving - You are a world class problem-solver with experience excelling on teams in high intensity, high performance environments

• Data & presentation independence - You have experience performing analysis for clients and coherent storytelling/presentation capabilities

• Calming influence - You bring sound business judgment on how to best structure communications with clients & other stakeholders
  

Other skills, and experiences we'd love to see:

• Demonstrated judgment - High-growth operations, technology, management consulting, military, or startup experience is strongly preferred

• Love of the trades - Experience with the trades or skilled work is value added in this role

• Analytics skill sets - Retool, ChatGPT, SQL, R, Python, or other specific skill sets for data analysis
  

Our Values:

• Think Way Bigger - We think ‘big impact’ to create the future

• Be an Owner - We have relentlessly high standards to leave a lasting impact

• Bias for Action - We believe speed matters

• Believe in People - We believe the best decisions are made closest to the facts

• Commit - We each commit to being part of something bigger than ourselves

Our Virtues (UpSmith’s Cultural Commitments)

• Focus

  • Prioritize ruthlessly. The most important thing is the thing you’re doing right now

• Act intentionally

  • Try things, learn fast. Getting it wrong is the fastest path to getting it right.

  • Raise the bar higher than you found it.

  • Disagree and commit. Acknowledge it when you do.

• Clarity is critical

  • Stay curious. Clarify assumptions and question the why

  • Over-communicate. Raise your hand and close the loop

• Tell the truth

  • Be honest. Tell it like it is, even if it’s hard.

  • Listen to disagreement, seek to understand.

  • Be hard on ideas, but supportive of people.

• Stay humble

  • Stay grounded; set up chairs in Memphis

  • Be a builder; celebrate the people we serve
    

Notes:

• This is a remote position with extensive travel expectations
  

Why you should join UpSmith:

UpSmith, Inc. is a technology venture on a mission to combat the skilled worker crisis.

The challenge is large and growing: Nearly one million skilled construction and manufacturing jobs are unfilled today in the U.S., and this shortage is poised to grow 3x to more than 4.3 million by 2030 at an annual cost of more than $280 billion. Globally the problem is even greater, with an 85 million skilled worker shortfall across industries poised to cost $8.5 trillion by 2030.

Through our technology, UpSmith helps companies reward employee performance in order to grow revenue, improve output, and lower costs by rewarding valuable behaviors from their teams.

UpSmith is based in Dallas, TX and boasts a mission-driven culture.