Customer Success Manager (EMEA)

About Upflow

Upflow provides the first global ‘Financial Relationship Management’ (FRM) platform—a revolutionary approach to leveraging cutting-edge technology & AI to help B2B businesses get paid more effectively, unlock owed cash reserves, and empower B2B companies to grow more rapidly. Essentially a CRM solution for Finance, Upflow empowers Finance Teams to take control of the customer experience related to payments and deliver on its growth potential.

Most modern, fast-growing companies are fully focused on sales growth and retention and struggle to maintain focus on cash collection. This leads to thousands of unpaid invoices, broken communications, outdated payment methods, and a negative customer experience. As a result, cash flow suffers, and growth is inhibited. Upflow’s FRM is the modern collections hub that manages all data, analytics, communications, and payments to improve cash flows.

We are a product-led organization that was launched in 2018 and is trusted by hundreds of companies across the US and EMEA, including Lattice, Front, PandaDoc, Carta, ProductBoard, and >500 more. We're also backed by leading investors (YCombinator, 9yards, Hexa, Hedosophia, etc.) and top business angels from N26, Square, Mercury, Uber, and Netsuite.

We're distributed across three continents and rapidly expanding. It's a perfect time to join if you're looking for an exciting personal growth opportunity and international experience.

For more information about our company and our team, visit our careers page at www.upflow.io/careers

Your Role at Upflow

Upflow is looking for a unicorn: a native English speaker fluent in French, and an experienced, talented Customer Success Manager. This role is based in our Paris office and involves managing a 50:50 split of US and EMEA accounts. Our Customer Success team is dedicated to delivering an outstanding customer experience, achieving excellent Net Revenue Retention, and championing the value Upflow brings to its users.

Upflow is a product-led organization with a strong focus on easy sign-up, seamless onboarding, minimal TTFV, and communicating to users through the product to unlock revenue.

The CSM at Upflow is in charge of value delivery, account expansion, and retention. They own the customer from the completion of onboarding through to renewal. They also collaborate with Sales, Marketing, and Product/Engineering.

As a CSM for Upflow you will:

• Own and scale a portfolio of part US, part EMEA accounts

• Forecast, hit, and exceed NRR expansion goals

• Ensure ongoing user satisfaction and retention of your portfolio of accounts

• Build strategic account plans to expand your portfolio, identifying growth opportunities in your portfolio

• Build Upflow Champions! Identify, establish, and strengthen relationships with key stakeholders

• Conduct QBRs with all accounts

• Leverage knowledge of the Upflow platform to advise on best practices around product usage

• Improve internal processes to create more automations and efficiencies internally

• Collaborate with the Product Team and be the Voice-of-the-Customer

• Collaborate with the Marketing team to convert successful customers into advocates

Who You Are

What we are looking for

• 3+ years of experience in a CSM role for other winning SaaS companies!

• Native English speaker with excellent written and verbal communication skills in French (Mandatory)

• Growth-focused individual with a proven track record of exceeding targets

• Entrepreneurial mindset and at ease in a very fast-paced and rapidly changing environment

• Proven track record of building relationships and delivering outcomes

• Customer-centric approach: passionate about delivering outstanding service to customers

• Data-driven, analytical, and process-oriented

• Eager to learn and to collaborate cross-functionally

• Based in Paris

Nice to have

• Previous Sales experience

• Experience working in the finance/Fintech/AR industry

• Experience using ERPs/accounting tools such as Netsuite, QuickBooks, Sage, Xero, Zuora, Stripe, etc.

Recruitment process

1 - Interview with Soraya, Fractional Head of Customer Success

It’s a discussion with your future manager. We’ll get deeper into your expertise and know-how. We’ll also give you a clearer view of what your day-to-day in that role is like. It’s a good opportunity to see if you can work at Upflow.

3 - Home assignment

Time to stand out! You’ll be given a home assignment, designed to assess your skills and give you a better taste of what would be asked of you at Upflow. Again, hiring is a two-way street! Ultimately, we believe assignments are a great way to show your skills. We care about what you can do; not your schooling, social background, or your identity.

4 - Home assignment playback & meet the team!

Your hiring manager will spend up to 90 minutes debriefing your case with you. Brad will take part in this review. Hiring managers at Upflow are looking for team players: taking and giving feedback is key to thriving with us! You’ll also meet up with peers so you can see yourself as part of this team. Come with your questions!

5 - Founder interview

Meet with Alex (co-founder & CEO). He will tell you everything about Upflow’s vision and values. It’s a privileged moment to ask questions, too.

6 - Alignment & Offer!

If you’ve made it this far, chances are we like each other, and it feels like Upflow is the place for you! We’ll align on the right way for you to come on board, and if successful, we’ll extend you an offer. Then you can relax and get ready for your new job.

Simple! Looking forward to your application…

At Upflow, we are committed to building a diverse and inclusive workplace. We encourage all individuals to apply, even if you don’t meet every single criteria. Research shows that some candidates may hesitate to apply unless they meet every requirement. However, we believe that a variety of experiences and perspectives can bring value beyond the listed qualifications. If you’re excited about what we do and feel you could contribute, we want to hear from you.