Customer Success Manager (CSM)

Upstream is looking for a talented full-time Customer Success Manager to join the North America CSM team, focusing on supporting Upstream product sales to large smart mobility and automotive OEM vendors.

At Upstream, the Customer Success Manager plays a crucial role in ensuring customer satisfaction and maximizing the value delivered by our products and services.

Therefore, as a Customer Success Manager, you will be responsible for effectively managing customer engagements end-to-end, from the preliminary engagements and discussions, through POC and POV, product deployment, technical on-boarding, on-going operations, scoping new opportunities and leading them to fruition.

The CSM is also responsible for maintaining and strengthening the relationship with counterparts and key stakeholders, identifying customer pain points and devising a plan of action to address them. 

This role is full-time and is Nashville / Boston / Metro Detroit based.

• Actively manage on-going engagements with existing customers and PoV projects with prospects. This includes effective resources coordination and allocation, day-to-day management of activities, executive progress reviews, training, etc.
• Build a long-term relationship with counterparts and stakeholders on the customer side, based on trust, respect, technical appreciation and a tireless strive to improve user experience.
• Represent  customer voice and advocate for customers with Product, Engineering and Marketing teams.
• Effectively and resolve any customer challenge related to our products or services to ensure continued customer loyalty.
• Provide customers with a deep understanding of the Upstream product roadmap to maximize customer value and support upsell opportunities
• Actively collaborate with Sales, Partner Management, Product, Data and Research, DevOps, Ops and Product teams

• 5+ years of experience in program or project management, customer success (CSM), or service management in a fully remote and distributed team environment, working with both internal and external stakeholders.
• Proven background in fast-paced, high-growth, agile startup or scale-up environments.
• Experience in data-driven companies, particularly those serving the automotive or mobility sectors.
• Strong skills in communication, critical thinking, time management, multi-tasking, matrixed collaboration, and managing multiple customer relationships simultaneously.
• A strong “customer-first” mindset.
• Solid understanding of data-driven solutions and data management platforms in the automotive and mobility industries.
• In-depth knowledge of the automotive market — A Plus
• Proven ability to operate effectively in complex, fast-paced, global work environments.
• Willingness and ability to travel — must-have.

Upstream is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.