Customer Success Manager

Overview
Uptip is seeking a Customer Success Manager to help launch and scale the business, an innovative replacement for cash tipping. The Customer Success Manager is responsible for establishing and executing the processes required to acquire, onboard, and retain customers and partners. The successful candidate is an energetic person who is actively generating new ideas, always planning, hyper-organized, detail-oriented, and uncompromising in meeting commitments.

The Customer Success Manager will gain a deep understanding of day-to-day business operations, identifying pain points and areas for improvement and cost savings. This role requires an entrepreneurial mindset with an earnest desire to drive impact here at Uptip. Our team is constantly iterating, solving problems, and working together to improve the way people give and receive tips.

Responsibilities
• Manage and improve the customer onboarding process, ensuring workers and their employers are enabled to use the Uptip platform.
• Create and manage a feedback loop between customers and the product team, ensuring timely and accurate communication that can be used for product improvement.

• Focus obsessively on adoption, communicating with early users as needed to help solve problems and reduce friction.

• Define, track, analyze and report success metrics for customers, investors, and the management team.
• Own and administer CRM, collaboration, backend, and project management systems and implement new tools as needed.
• Identify opportunities to enhance productivity by simplifying and automating processes.
• Work cross-functionally adding value to the organization in a climate of constant change.

Skills and Experience

• Bachelor’s degree
• Minimum of 3 to 5 years of experience in operations or project management.
• Strong communication, decision-making, problem-solving, negotiation, planning, and leadership skills.
• Commitment to driving projects through to completion with attention to detail.
• Excellent organizational and time-management skills.
• Ability to handle concurrent projects with strict deadlines and manage competing priorities in a fast-paced environment.
• Adept at learning and leveraging productivity and project management software tools, methodologies, and best practices.
• Experience with the following tools is preferred:
  • Project Management: Trello, Jira
  • Backend system management: Forest Admin
  • CRM: Hubspot
  • Collaboration Platform: Slack and Confluence
  • Productivity Suite: Office 365