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