Customer Success Advisor (Remote - US)

This role involves managing the relationship and success of Uptime's portfolio of clients to enable growth and increase adoption. As the primary point of contact, the Customer Success Advisor (CSA) will closely collaborate with clients to ensure they derive maximum value from Uptime.com services.

The CSA will also focus on sales, identifying upsell and cross-sell opportunities, known as value & adoption opportunities, across the business. By engaging with existing customers and new leads, the CSA will sell and expand the Uptime.com platform. Building positive relationships with key team members and decision makers within customer businesses is crucial. The CSA will excel at helping customers realize the value of their Uptime.com investment, while also providing opportunities to increase consumption, subscription terms, and conversions to yearly subscriptions.

Responsibilities

• Develop and maintain robust client relationships, acting as their main point of contact.
• Lead an outreach program to encourage trial usage among customers participating in the free trial, collaborating with other members of the organization.
• Engage potential conversion customers who are currently using competitor offerings, products, and services.
• Understand customers' business goals, priorities, and challenges, and discover ways to assist them in achieving success.
• Identify opportunities to upsell and cross-sell within the customer base, working closely with the rest of the team to close these deals.
• Ensure client retention and minimize churn, particularly among top customers and prestigious brands.
• Conduct regular business reviews with top customers to assess performance and uncover areas for improvement.
• Collaborate with the product and engineering teams to ensure clients maximize the value of Uptime's products and services.
• Advocate for customers, providing feedback to internal teams regarding customer needs and pain points.
• Collaborate with the Marketing and Product team to enhance customer onboarding, training, and time to value.
• Take ownership of the customer activation process.
• Participate in important customer calls to build brand and product trust.
• Own customer engagement by monitoring and reporting on account health scores, and take appropriate action based on the data.
• Work closely with the Product, Design, and Engineering team to convey product feedback, plan roadmap, and communicate important customer updates.

Requirements

Role Attributes

• Establish trust with customers, key stakeholders, and executive sponsors to build loyalty to our service.
• Collaborate with Uptime.com Product Leader(s) to actively contribute to the Uptime product roadmap by sharing customer insights and closely collaborating with product & design teams to increase adoption and engagement.
• Data-Driven Success: Work closely with business and engineering teams to monitor and take ownership of customer health metrics, utilizing them to proactively identify the most promising areas for customer support.

Projects Focus Areas

• Reach out and engage new free trial customers
• Coordinate transition email efforts
• Convert free trial customers to paid
• Engage high-profile free trial users
• Conduct demos, provide support, and assist with setup of customer environment/deployment
• Lead SRE recommendation sessions
• Collaborate with Marketing to engage specific customer segments
• Educational institutions, local government, small businesses, healthcare
• Conduct regular customer health checks

Benefits

How we will support your growth and success:

• Partner with executives, leadership and cross-functional organization including engineering, marketing and business operations.
• Professional development opportunities to further skills and knowledge
• Discover the exciting world of monitoring, observability, and SRE while becoming an advocate and drive innovation in the industry.
• A supportive team of passionate and dedicated individuals all focused on building the best monitoring service in the world.

• Health Care Plan (Medical, Dental & Vision) for US Employees
• Unlimited PTO (+Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• Work From Home