Enterprise Customer Success Manager

UpSlide is the document production layer for financial services . We orchestrate LLMs, machine learning, and workflow agents within Microsoft 365 to deliver reliable, quality outputs in the most efficient and cost-effective way.

As a Microsoft Solutions Partner , with 14+ years supporting financial services teams, we bring together expertise from the tech, finance and design fields to help clients like KPMG, BNP Paribas, Rothschild & Co. boost productivity while improving brand consistency across their corporate documents.

We are a certified B Corporation , upholding the belief that businesses should have a positive impact on society.

✨ Our values

Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value:

• Excellence: We think that every detail counts, and we place great importance on the quality of our deliverables.
• Trust: We are passionate, committed, and free to act with autonomy.
• Happiness at work: We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.

🤝 The team

You will join our Enterprise Customer Success team for the EMEA, APAC, and NA regions, a group of Customer Success Managers, each responsible for a focused portfolio of our largest and most strategic accounts.

You will join a team of 6, including 5 CSMs and Majhon , Head of Customer Success Enterprise, who will support you in achieving your goals. You will also be part of a global Customer Success community across our five offices.

Here is what the Go-To-Market organization looks like at UpSlide:

• Account Executives: Prospect, acquire new business acquisition and expand existing accounts
• Consultants: Lead implementation projects, deliver client training, and ensure successful deployment
• Customer Success Managers: Own a portfolio of accounts end-to-end, driving retention, renewal signing, expansion within existing entities, value realization, and long-term account growth
• Support Engineers : Resolve day-to-day technical questions and issues, and ensure a smooth customer experience

🖋️ Your responsibilities

As an Enterprise Customer Success Manager, you will own the end-to-end relationship with a portfolio of our largest, most strategic accounts . You will build deep, multi-threaded relationships with key stakeholders, lead high-impact business reviews, and act as a trusted advisor, proactively protecting and growing revenue across your book through both retention and expansion.

This is a role for someone who thrives on depth: fewer accounts, higher stakes, and the ability to build genuine, senior-level relationships that compound into long-term growth, while knowing how to sync with regional counterparts on accounts that span multiple geographies, keeping a global view of the relationship without owning every part of it directly.

Account Ownership & Revenue Growth (50%)

Own the business performance, strategy, and health of your portfolio of strategic accounts:

• Take full ownership of your portfolio (ARR, NRR, renewal, risk level)
• Build and execute structured, tailored account plans for 100% of your accounts, with clear growth and retention objectives
• Proactively identify both expansion opportunities and churn risk through data analysis and direct relationship insight, and own them through to resolution or close
• Monitor account health through usage data, adoption metrics, contact network and mapping, and stakeholder engagement
• Maintain accurate forecasting (renewals, churn, upsell potential) and rigorous CRM discipline (Salesforce accuracy and completeness)

Customer Value & Expertise (40%)

Drive measurable value and position UpSlide as a strategic partner:

• Lead high-impact Business Reviews focused on ROI and value realization
• Lead complex or sensitive conversations (renegotiation, escalations, dissatisfaction) with confidence and clarity
• Secure executive sponsors and build multi-threaded relationships within each account
• Develop and maintain strong product expertise and a deep understanding of client industries and use cases
• Craft value-driven narratives tailored to each stakeholder's priorities

Cross-functional Collaboration (10%)

Align with internal teams to maximize customer outcomes and business impact:

• Partner with Sales on the account expansion strategy and account mapping
• Collaborate with Professional Services when deeper deployment or training support is needed
• Work closely with Product and Support to relay structured feedback and improve the customer experience
• Coordinate with CSMs in other regions on shared or global accounts
• Contribute to Customer Success best practices and performance improvement initiatives

To work on these tasks, you will mainly use the following tools: Microsoft Office, UpSlide, Salesforce, Gong, PowerBI, and Notion (or local equivalents).

⚡Your goals

You will be assessed on:

• Net Revenue Retention (NRR)
• Churn
• Expansion / upsell contribution
• Depth and health of executive relationships across your portfolio
• Ability to maintain full ownership and visibility on shared accounts