Customer Success Manager (CSM)

Upstream is looking for a talented Customer Success Manager to join the North American CSM team, focusing on supporting Upstream product sales to large smart mobility and automotive OEM vendors.

At Upstream, the Customer Success Manager plays a crucial role in presales support, ensuring customer satisfaction and maximizing the value delivered by our products and services.

Therefore, as a Customer Success Manager, you will be responsible for effectively managing customer engagements end-to-end, from the preliminary engagements and discussions, through the Proof of Value (POV) phase, SOW creation, product deployment, technical on-boarding, on-going operations, scoping new opportunities and leading them to fruition.

The CSM is also responsible for maintaining and strengthening the relationship with counterparts and key stakeholders, identifying customer's pain points and devising a plan of action to address them.

This role is full-time and is based in Detroit Metro / Boston area, USA.

Requirements:

• 3+ years of project management / CSM experience in scaleup / startup companies.
• 2+ years of IT security experience in a SaaS environment.
• Experience working in high-growth agile startup/scaleup organizations.
• Exceptional customer service and communication skills.
• Strong communication, critical thinking, time management, multi-tasking over multiple systems, matrix management, and multi-customer management skills necessary.
• Proven project management abilities such as building a project plan, status reviews presentations, PoV plan, etc.
• Availability for traveling is a must.
• Understanding of the automotive market- understanding
• Background in cybersecurity- preferred
• Familiarity with Enterprise SoC operations - preferred.
• Experience with cloud environments (AWS, Azure, Google Cloud or other) deployment - preferred.

Responsibilities:

• Act as a bridge between the sales team to ensure that the product and services meet the customer's needs and are well presented during the different sales activities.
• Actively manage on-going engagements with existing customers and PoV projects with prospects. This includes effective resources coordination and allocation, day-to-day management of activities, executive progress reviews, training, etc.
• Build a long-term relationship with counterparts and stakeholders on the customer side, based on trust, respect, technical appreciation and a tireless strive to improve user experience.
• Echo customer voice at Upstream HQ.
• Effectively and resolve any customer challenges related to our products or services to ensure continued customer loyalty.
• Be up to date with the Upstream product roadmap to be able to demo it to the customers when needed.