The Role
Own customer success for a SaaS client portfolio by driving adoption, retention, advocacy, expansion, and upselling. Manage customer relationships, provide product expertise and technical troubleshooting, track milestones, analyze data, identify risks and opportunities, and collaborate with Sales, Support, and Success teams to deliver customer value.
Summary Generated by Built In
Customer Success is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service and continue to purchase on a recurring basis. As such, we need a manager to own driving success for our customers. This role includes responsibilities for Customer Success activities (support, services, adoption, advocacy, retention, on-boarding overflow capacity etc.) and outcomes (e.g. expansion, up-sell, etc.).
Thousands of people use Uptick every day - for their entire day - so making our software delightful and intuitive and backing it up with amazing customer support is our top priority.
You’ll be working with an amazing team of people that care about their job and enjoy coming to work in a fast paced scale-up environment.
Job requirements
To succeed in this role a candidate must exhibit:
Job responsibilities
To qualify for this role you’ll need to have:
Thousands of people use Uptick every day - for their entire day - so making our software delightful and intuitive and backing it up with amazing customer support is our top priority.
You’ll be working with an amazing team of people that care about their job and enjoy coming to work in a fast paced scale-up environment.
Job requirements
To succeed in this role a candidate must exhibit:
- Project management: making sure that internal and external milestones are tracked and achieved.
- Analytical thinking: curious about data and enjoy making informed decisions based on the available data and analysis.
- Customer-focused: you should have a customer-focused mentality and be able to build strong relationships with clients. You should be able to empathise with customers' needs and concerns.
- Product expert: You should be obsessed with the product , continually improving your product knowledge and making sure customer success is the informed product experts in the team
- Commercial mindset: You should have a strong understanding of business metrics and how they relate to customer success. They should be able to identify business opportunities, assess risks, and make decisions that drive customer value and growth.
Job responsibilities
To qualify for this role you’ll need to have:
- Proven experience: You should have a minimum of 3 years of experience as a Customer Success Manager or similar role in a SaaS company as well as a track record of successfully managing a portfolio of clients and helping them achieve success.
- Excellent communication skills: you must have the ability to manage and influence customers through persuasion, negotiation and consensus building.
- Technical proficiency: you should have a solid understanding of SaaS software products, as well as the ability to troubleshoot technical issues that may arise. You should be able to work with customers to identify their specific needs and help them navigate complex software systems.
- Team player: you should be able to work collaboratively with cross-functional teams, including Sales, Support, Success and you should be able to share information, provide feedback, and work towards common strategic goals.
- Problem-solving: You should be a creative problem solver, able to identify and address issues that may arise during the customer journey. You should be able to think on your feet, develop solutions quickly, and communicate them effectively to customers.
Skills Required
- Minimum 3 years of experience as a Customer Success Manager or in a similar SaaS role
- Proven experience managing a portfolio of clients and helping them achieve success
- Excellent communication, persuasion, negotiation, and consensus-building skills
- Technical proficiency with SaaS software products and ability to troubleshoot technical issues
- Ability to navigate complex software systems and identify customer needs
- Ability to collaborate effectively with cross-functional Sales, Support, and Success teams
- Strong project management skills, including tracking and achieving internal and external milestones
- Analytical thinking and ability to make data-informed decisions
- Customer-focused mentality and ability to build strong client relationships
- Strong product knowledge and ability to act as a product expert
- Commercial mindset with understanding of business metrics, opportunities, risks, and customer growth
- Creative problem-solving skills and ability to develop and communicate solutions quickly
Uptick Software US Inc Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Uptick Software US Inc and has not been reviewed or approved by Uptick Software US Inc.
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Healthcare Strength — Health coverage is described as an Anthem Gold medical plan with dental and vision paid by the employer for U.S. employees. This indicates a high-tier, cost-reducing core benefit within total rewards.
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Inclusive Benefits Coverage — Health benefits are stated as covered “for all our US Uptickers.” This suggests consistent access to core healthcare across the U.S. employee population.
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Wellbeing & Lifestyle Benefits — Work flexibility, an Employee Assistance Program, and team activities are emphasized as part of the package. These elements support day-to-day wellbeing and work-life quality beyond cash pay.
Uptick Software US Inc Insights
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The Company
What We Do
Uptick is a fast-growing B2B SaaS business providing fire and security businesses with an easy-to-use yet powerful suite of software tools to help them run and grow their businesses. Backed by leading global growth equity company PSG, we’re now the category leader in Australia (where the business was started by our CEO & Founder) and operate in four countries. We launched in the UK in 2021 and in North America in 2024.
Why Work With Us
Recession-Proof Stability: Fire safety is a legal mandate. While other tech sectors fluctuate, we operate in an essential, high-demand industry that provides real job security. The Best of Both Worlds: You get the stability of an established global brand with the high-impact "ground floor" energy of our growing US team.
