Customer Success Manager (EMEA)

About Upflow

Upflow provides the first global Financial Relationship Management (FRM) platform - a revolutionary approach to helping B2B businesses get paid more effectively, unlocks owed cash reserves, and empowers B2B companies to grow better. Like 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 This leads to thousands of unpaid invoices, broken communications, outdated payment methods, and a negative customer experience.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, eFounders, 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 an experienced and talented Customer Success Manager, based in our Paris office, to join our team. Our CS team delivers an outstanding customer experience, excellent Net Revenue Retention, and is passionate about the value Upflow brings to users.

Upflow is a product-led organization with a strong focus on easy sign-up, seamless onboarding, delivering value as quickly as possible, and communicating to users through the product to unlock revenue.

The Customer Success Manager at Upflow is in charge of value delivery, account expansion and retaining all our users. They own the customer from the completion of onboarding through to renewal, and they are also responsible for collaborating with Sales, Marketing and Engineering.

As a CSM for our EMEA customers, you will:

• Own and scale a portfolio of 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 key accounts

• Leverage knowledge of 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 experience in a CSM role or similar position

• Growth-focused individual with a proven track record of hitting and exceeding goals

• 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

• Excellent written and verbal communication skills in French and English (Mandatory)

• Based in Paris

Nice to have

• Previous sales experience

• You have experience working in the finance/Fintech/AR industry

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

Recruitment process

1 - Screening call with Francesca, People Admin Manager

Francesca will take a first call with you to discuss what you enjoy and what you’re looking for in applying to this position. Come with questions, we’d love to help you see yourself working at Upflow!

2 - Interview with Brad, CRO

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 foresee yourself working at Upflow.

3 - Home assignment

Your time to stand out! You’ll be given a home assignment, designed to assess your skills and give you a better taste of what being part of Upflow is like. Again, hiring is a two-way street! Ultimately: we believe assignments are a great way to control both of our biases. We care about what you can do; not your schooling, social background, or your identity.

4 - Home assignment review & meet the team!

Your hiring manager will spend up to 90 minutes debriefing your case with you. Brad, CRO 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 a few peers so you can foresee 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 a place you can grow and shine over the next few years. We will align on the right way for you to come on board, and if successful in that process we will extend you an offer, and 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 qualification. 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