Customer Success Manager

Upsiide is a consumer intelligence platform that allows companies to take a mobile-first, gamified approach to online research that gets you actionable insights from your target audience in minutes, not days. We help companies move forward with real-time consumer validation without losing momentum. Upsiide is a division of Dig Insights, an innovative market research company with a founding belief that a lot of quantitative market research asks obvious questions, using methodologies that fail to leverage the potential of new technology. 

People who succeed at Upsiide are smart, creative, fun and able to work through complex projects to deliver real-time answers. They question established research practices and are passionate about helping our clients to move their businesses forward. People at Upsiide are not only comfortable working in a fast-moving organization – it’s where they thrive. 
 

Customer Success Manager   

Your primary responsibilities will include, but are not limited to:  

• Manage book of business of Enterprise Customers through their customer journey. 

• Develop healthy customer relationship, building trust and becoming trusted advisor. 

• Proactively provide value to customers, promote Customer loyalty and reduce churn.  

• Onboard new clients and serve as the primary contact for Upsiide users. 

• Act as the voice of the customer, collect and analyze feedback on the product. 

• Encourage upsells and cross-sells.  

• Educate and inspire customers with best practices, success use cases and innovative ways to achieve their objectives.  

Here's what’s expected:  

• Become an expert in our product, market, and customers.  

• Understand customer pain points to keep them satisfied with subscription.

• Own customer retention by reducing churn, increasing customer adoption, and improved customer satisfaction. 

• Create Upsiide advocates.

• Ability to analyze data and use it to drive conversations and objectives.

• Identify and mitigate risk early to ensure ongoing customer satisfaction.   

• Work closely with Customer Support, Customer Enablement, and Sales Teams.  

• Should possess the ability to work effectively and independently, demonstrating adaptability in managing time differences, while also fostering strong collaborative relationships with various departments within our UK office.

Experience, Skills and Requirements:  

• 2-5 years of relevant experience in customer success role, ideally for a SaaS organization.  

• Experience in consumer insights / market research is an asset.

• Solid communication skills, both written and oral are required.  

• Project Management ability. 

• Experience with CRM and CS platforms is an asset (HubSpot, Salesforce, Churnzero, Gainsight, Totango etc.). 

• Excellent skills in Excel, PowerPoint and Microsoft Office Suite are required.  

• Ability to work within a fast-paced dynamic environment.  

• Ability to identify what needs to be done and take action before being asked. 

• Ability to seek out others to ask questions, learn perspectives, and take actions based on inputs.  

• Ability to meet tight deadlines, while maintaining close attention to detail.  

• Ability to work independently and with a team.  

Work Perks:  

• Hybrid working policy which gives the flexibility to employees to work remotely or in one of our office locations.

• Unlimited vacation policy

• Reimbursement for health and wellness classes/memberships, and continuous learning

• Medical Insurance

• In-person and virtual social events such as poker night, paint night, trivia night and more!
   

To find out more about us visit us at www.diginsights.com & www.upsiide.com  

Our culture is built on 5 core values: Energy, Excellence, Evolution, Equality and Empathy. We believe that our success is dependent on the diverse talents, skills, and ideas of its staff. We are committed to creating an inclusive work environment and encourage applications from all qualified candidates including those in the BIPOC and LGTBQ communities, and from people with disabilities.  

We thank you for your interest in Dig Insights, however, only candidates who are chosen for an interview will be contacted.