Careers

Description

Upstream is looking for an experienced Director of CSM to join the North America CSM team, focusing on supporting Upstream product sales to large smart mobility and automotive OEM vendors.

At Upstream, the Director of CSM plays a crucial role in ensuring customer satisfaction and maximizing the value delivered by our products and services.

Therefore, as a Director of CSM, you will be responsible for effectively managing customer engagements end-to-end, from the preliminary engagements and discussions, through POC and POV, product deployment, technical onboarding, ongoing operations, scoping new opportunities and leading them to fruition.

The Director of CSM is also responsible for maintaining and strengthening relationships with counterparts and key stakeholders, identifying customer pain points, and devising a plan of action to address them.

 

This role is full-time and is Nashville / Boston / Metro Detroit based.

Responsibilities

• Actively manage ongoing engagements with existing customers and PoV projects with prospects. This includes effective resource coordination and allocation, day-to-day management of activities, executive progress reviews, training, etc.
• Manage and lead the North America CSM team, including hiring, training, and performance management.
• Build a long-term relationship with counterparts and stakeholders on the customer side, based on trust, respect, technical appreciation and a tireless strive to improve user experience.
• Represent customer voice and advocate for customers with Product, Engineering and Marketing teams.
• Effectively resolve any customer challenge related to our products or services to ensure continued customer loyalty.
• Provide customers with a deep understanding of the Upstream product roadmap to maximize customer value and support upsell opportunities.
• Actively collaborate with Sales, Partner Management, SOC, Product, Data and Research, DevOps and Ops teams.

Requirements

•  5+ years of experience in program or project management, customer success (CSM), or service management in a fully remote and distributed team environment, working with both internal and external stakeholders.
• Experience in a CSM leadership role
•  Proven background in fast-paced, high-growth, agile startup or scale-up environments.
•  Experience in data-driven software companies, particularly those serving the automotive or mobility sectors.
• Strong skills in communication, critical thinking, time management, multi-tasking, matrix collaboration, and managing multiple customer relationships simultaneously.
• A strong “customer-first” mindset.
• Solid understanding of data-driven solutions and data management platforms in the automotive and mobility industries.
• In-depth knowledge of the automotive market — A Plus
•  Proven ability to operate effectively in complex, fast-paced, global work environments.
• Willingness and ability to travel — must-have.

Upstream is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.