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Lead and scale UpCodes’ Customer Success function by managing and mentoring CSMs, building customer health scoring, setting retention and expansion KPIs, creating scalable playbooks and workflows, handling customer onboardings and escalations, and developing reporting dashboards and knowledge resources. The role combines hands-on customer leadership with team hiring, process development, cross-functional collaboration, and strategic planning.

Identify prospects, execute outbound campaigns through email, phone, and LinkedIn, qualify leads, manage follow-ups and appointments, and partner with Account Executives on successful handoffs. The role offers exposure to the full outbound sales process and development toward an Account Executive position.

Own outbound prospecting for strategic accounts, research and personalize outreach, qualify prospects, build AE-ready opportunities, independently manage pipeline activity and follow-up, and collaborate with AEs on account strategy, messaging, and handoffs. The role also contributes prospect insights to improve targeting, messaging, and SDR processes, with potential progression into an Account Executive role.

Provide phone, live chat, and email support to UpCodes users; troubleshoot platform issues, manage subscription and account questions, report bugs, and share customer feedback with Product, Content, Engineering, and building-code teams. Improve internal support processes and expand the external knowledge base while helping users effectively navigate the platform.