Customer Success Manager

Role Description

Uptrust is hiring a Customer Success Manager to work with our existing customers to drive adoption of our platform and help us on our mission to keep people out of jail who should not be there. If you’re looking for an entrepreneurial role where you can have a huge impact on both your company and criminal justice reform, we’d love to talk to you.

About Uptrust

Uptrust is an innovative public benefit corporation supporting criminal justice reform. We’ve built the leading communication platform for helping people to successfully navigate the criminal legal system in both pretrial and post-incarceration situations. Our tools are already supporting more than 500,000 low-income individuals in 100+ jurisdictions across the United States. Uptrust helps reduce jail populations, allowing more people to live free and productive lives. Additionally, we are uniquely committed to never charging and never geolocating our users. 

Our work is backed by leading impact investors and foundations, including The Decarceration Fund, Draper Richards Kaplan Foundation, Stand Together, Luminate, Schmidt Futures, the Heising-Simons Foundation, and RFK Human Rights. Check out some of our press coverage of our latest funding round in TechCrunch.

The Opportunity

As the first Customer Success Manager at Uptrust, you’ll onboard and guide our customers to become experts at using Uptrust’s software. You’ll partner with our customers to improve their (and their clients’) experience measured by platform utilization, customer satisfaction, and account renewals.

We are looking for someone entrepreneurial who wants to apply their client management skills to drive meaningful impact on day one. You’ll proactively build account plans, working alongside clients to set expectations, track goals, and deliver value. You will work alongside a close-knit team of passionate advocates and expert technologists. Day to day, you’ll be collaborating closely with our Integrations, Sales and Product teams, reporting to our Director of Implementations and Support.

Responsibilities

  • Cultivate and maintain relationships with our government partners to ensure their success and satisfaction with our service 
  • Lead quarterly account reviews with customers to share data & trends
  • Identify and develop growth opportunities for our product by listening to our existing partners and understanding their objectives 
  • Work cross-functionally, delivering customer insights to Sales and Product to help drive product strategy
  • Deeply understand the product to enable effective communication of capabilities to partners
  • Lead remote trainings for new and existing partners 
  • Manage contract renewal process

Qualifications

The ideal candidate has: 

  • 2+ years of experience (ideally at a startup)
  • Passionate about product adoption and customer success 
  • Excellent communicator who can translate concepts to partners in an engaging and succinct manner
  • Excellent organizational skills
  • Customer-oriented with a focus on quality experiences
  • Comfortable interacting with key stakeholders at large organizations
  • Interest in criminal justice reform and systems change, with a belief that technology can be a force for good 
  • Collaborative, team player

What We Offer

This is a full-time remote role with full benefits and a competitive salary with performance incentives.

To Apply

Please email your resume and a paragraph about why you’re interested in Uptrust to jobs@uptrust.co. We will respond to all applicants!

Uptrust is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We strongly encourage members of historically underrepresented communities to apply.