Uptempo is committed to enabling our customers' marketing success through our software. This dedication drives us to transform our users into enthusiastic advocates. The Diamond Program is key to our mission. It demonstrates our solid commitment and dedication to assisting our customers in reaching their goals and achieving success.

We are looking for a Customer Success Director to become a key player in driving customer excellence within our elite Diamond Program. You'll be at the forefront, ensuring unparalleled service and maximized value for our top-tier customers.

What you'll do: 

• Direct Executive Briefings: Lead discussions with both customers and Uptempo leadership to align strategies and expectations.

• Collaborate with Consultants: Work alongside global consulting firms to ensure promised deliverables lead to customer value.

• Execute Business Reviews: Provide insightful executive reviews and consultative advice to optimize client operations.

• Foster Interdepartmental Collaboration: Enhance customer experiences and executive involvement through cross-department teamwork.

• Initiate Design Sessions: Partner with Product Management to brainstorm and generate product feature ideas.

• Boost Event Attendance: Promote and drive participation in Diamond Program events for engagement and insight.

• Enhance Application Efficiency: Collaborate with the Global Customer Optimization team to improve customer application performance.

• Cultivate Strategic Relationships: Develop strong connections with Diamond customers to boost their satisfaction and success.

• Identify Expansion Opportunities: Work with sales teams to find and act on upsell and cross-sell opportunities.

• Manage Escalations: Address customer and internal issues swiftly and effectively.

• Champion Customer-Centric Improvements: Advocate for enhancements in processes and products from feedback.

• Analyze Performance Metrics: Use key indicators to lead product usage, satisfaction, and loyalty improvements.

• Master Customer Satisfaction Practices: Apply industry insights to refine strategies in customer satisfaction and loyalty.

• Deepen Industry Knowledge: Enhance strategic consulting through a deeper understanding of client industries.

• Boost Customer Lifecycle Services: Occasionally oversee projects aimed at enhancing the full spectrum of customer services.

• Ensure Platform Stability: Partner with IT support to maintain and improve platform reliability and reduce downtime.

• Commit to Client Engagement: Be prepared to travel up to 25% for meaningful client interactions, workshops, and success initiatives.

Skills & experience we're excited about: 

• Experience: At least 5 years of experience managing customer success for enterprise-level clients is required. Experience in marketing SaaS products is highly desirable.

• Knowledgeable in Tech and Marketing: You should have a thorough understanding of the SaaS model, marketing workflows, marketing technology, and show proficiency with data.

• Opportunity Identification: Skilled at recognizing and delineating services and opportunities for annual recurring revenue that can be pursued by the sales team.

• Senior-Level Engagement: Confident in discussing marketing budgets, planning, and ROI with senior marketing executives of large enterprises.

• Consultative Approach: Comfortable using a consultative style to advise clients on best practices.

• Entrepreneurial Spirit: An entrepreneurial attitude is essential, with a commitment to substantial, long-term growth within the company.

• Relevant Backgrounds: Likely backgrounds include marketing consultant, escalation manager, customer advocate, customer care manager, or customer experience manager at a software company.

• Customer Interaction: Proven experience in engaging with customers at both senior management and technical levels.

• Understanding of Customer Support: A deep understanding of the customer support organization’s role, its mission, and its value.

• Internal Collaboration: Able to build and maintain relationships with internal team members.

• Communication Skills: Outstanding written and interpersonal communication abilities.

• Navigational Skills: Adept at navigating a customer’s internal hierarchy to achieve successful outcomes.

• Leadership in Customer Management: Demonstrated leadership in managing customer-focused projects and process improvements.

• Negotiation: Solid, principled negotiation skills are essential.

What you can expect from our interview process:

• Meeting with Talent Team (30 minutes)
• Meeting with 2 Customer Success Leaders (1 hour)
• Meeting with Team Peer (45 minutes)
• Meeting with SVP of Global Customer Success (45 minutes)