Customer Success Manager
Customer Success Manager
About Us: Upside is dedicated to providing top-tier IT support and cybersecurity solutions to small and medium-sized businesses. Our mission is to deliver enterprise-level IT practices and solutions at affordable prices tailored for the small business sector.
Position Overview: We are seeking a proactive and client-focused Customer Success Manager to join our growing team. This role serves as the primary relationship manager for our clients, ensuring they receive maximum value from our IT and cybersecurity services. You will act as the bridge between clients and technical teams, driving satisfaction, retention, and long-term partnerships.
Key Responsibilities:
Serve as the primary point of contact for assigned client accounts.
Onboard new clients and guide them through services, processes, and expectations.
Build strong, long-term relationships with key client stakeholders.
Proactively monitor client satisfaction and address concerns before they escalate.
Coordinate with technical teams to ensure timely issue resolution and service delivery.
Conduct regular check-ins, service reviews, and account health assessments.
Identify opportunities for service improvements, upsells, and cross-sells.
Track and document client interactions, feedback, and action items.
Advocate for the client internally while aligning with company standards and capabilities.
Qualifications:
Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience).
Experience in customer success, account management, or client services preferably in IT or SaaS.
Strong communication, relationship-building, and problem-solving skills.
Ability to understand technical concepts and translate them into business value.
Highly organized with strong follow-up and time management skills.
Comfortable working in a fast-paced, client-facing environment.
Why Join Us:
Competitive salary and performance-based incentives.
Opportunity to grow with a rapidly expanding cybersecurity-focused company.
Work closely with leadership and technical experts.
Make a meaningful impact on client success and business outcomes.
Collaborative, supportive, and growth-oriented team culture.
How to Apply:
Send your resume and cover letter to connect@upside-business.com with the subject line “Customer Success Manager Application”.