At Upland Software, you’ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work—and as we keep growing and evolving our workplace, that won’t change. We’re passionate. We’re proactive. We take pride in our work, and we love a good challenge. Sound like you?
Opportunity Summary:
The Product
Upland’s BA Insight unlocks and powers enterprise AI investments, covering the core AI use-cases of search, discovery, augmentation, and delivery to improve workplace productivity. Our technology is deployed within many organizations worldwide, ranging from hundreds of users to hundreds of thousands of users, processing hundreds of millions of documents.
The Role
We are seeking an innovative and dynamic Technical Customer Success Manager (TCSM) who combines technical expertise with strong commercial acumen and a customer-first mindset. You will play a critical role in helping our clients extract maximum value from BA Insight, driving user adoption, renewal retention, and account expansion.
The Team
You’ll work alongside a global team of customer-obsessed CSMs, united by a shared excitement of driving BAI’s revolutionary journey. You will be reporting directly to the Director of Customer Success, in the Knowledge and Content Management Business Unit.
Primary Responsibilities:

• Own and grow relationships with customer contacts (Champions & Executives alike), through proactive and regular engagements via virtual meetings and email.
• Understand customer goals, objectives and challenges, and clearly articulate how BA Insight supports their strategic objectives.
• Provide strategy and guidance to maximize product adoption and best practice adherence resulting in measurable business impact.
• Collaborate cross-functionally with counterparts in Support, Services, Product, Marketing, Development, and Sales to help customers grow and mature.
• Assess and track customer health, communicating what's working and what's not through regular Customer Pulse updates.
• Be the Customer advocate for new product ideas or product issue resolution, while managing reasonable customer expectations.
• Help customers attain value from the products or services they’ve purchased, ideally assisting them in gaining more value than they anticipated.
• Identify new opportunities and areas for growth and expansion.
• Identify risk and flag internally through the adequate escalation process.
• Meet and exceed renewal and expansion quotas for existing accounts and forecast accordingly to the business.

Requirements:

• 3+ years in client-facing roles for SaaS companies, or other relevant software work experience.
• Familiar with industry terminology, strategies and best practices across marketing technology to customers.
• Excellent written and oral communication skills with a wide range of audiences.
• Action-orientated with an ability to work independently and as part of a distributed remote team & customer portfolio, spanning multiple time zones.
• Innovative and assertive, with the ability to pick up new technologies and assess situations quickly.
• Strong organisational and time management skills and the ability to manage multiple customers and projects simultaneously (i.e. portfolio of 30 - 80 clients)
• Self-starter mentality with an ability to thrive in a fast-paced environment.

Desired Skills:

• Top level understanding of enterprise search principles and AI/ML-powered products (e.g. Microsoft Search, SharePoint Search, AWS OpenSearch and Azure AI Search).
• Familiarity with the Microsoft Ecosystem (e.g. Microsoft 365, SharePoint Online, Teams, Copilot, OneDrive).
• Ability to learn and understand customers’ BAI scope of use, typical workflows, goals, and how they (can) use our products or services to better serve their tasks and goals.
• Proactive in identifying potential technical challenges and engaging internal stakeholders to come up with effective solutions before issues escalate.

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit www.uplandsoftware.com.
Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.