We’re building the AI-powered future of maintenance.
UpKeep is on a mission to reinvent how the physical world runs—starting with the frontline teams who maintain it. We’re the creators of the world’s first AI-first CMMS (Computerized Maintenance Management System), equipping technicians and facilities teams with automation, machine learning, and predictive insights that drive operational speed, safety, and efficiency.
What started as a garage-built prototype is now a fast-scaling SaaS company, backed by Insight Partners, Emergence Capital, and Y Combinator. Over 4,000 companies—including Shell, Yamaha, Unilever, and Marriott—run on UpKeep to modernize their asset operations. We’re leading the $30B category shift toward Asset Operations Management , where uptime, intelligence, and AI converge.
Why join us:
Own the AI-first transformation of an entire industry.
Every feature we ship leverages AI—from predictive work orders to sensor-driven automations. You’re not just iterating—you’re pioneering how data reshapes physical operations.
Real traction, real scale.
Recognized as Gartner’s #1 Facility Management solution and G2’s top-rated CMMS, we’ve earned market leadership through product, not puff.
A company where builders thrive.
We move fast, optimize for outcomes, and give high-agency operators the autonomy to ship big things. Our culture rewards bold thinking, not bureaucracy.
Global team, local energy.
With 100+ employees across the world, we support remote-first work with deep investment in our LA HQ—where certain roles and leadership converge for rapid innovation.
Equity and upside, not just a paycheck.
Competitive comp, meaningful ownership, and benefits that support your health, focus, and long-term growth.
If you’re driven by impact, energized by AI, and hungry to transform a legacy industry—we’re hiring!
POSITION SUMMARY
As a Customer Success Manager (CSM), you will be responsible for a portfolio of accounts within our “medium touch” engagement model. Your core focus will be to drive product adoption, maximize customer value, and to perform proactive activities to mitigate churn risks as well as uncover expansion opportunities. You will serve as the primary advocate for the customer and work with cross-functional teams to deliver an exceptional customer experience. Success in this role will be measured by key metrics such as revenue retention, revenue expansion, and customer engagement metrics.
This is a hybrid role where the employee will be in office on Wednesdays.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Customer Ownership & Engagement
Manage a dedicated book of business within a medium-touch engagement model.
Serve as a trusted product expert, driving ongoing adoption of UpKeep's core platform and add-on products to maximize long-term value.
Meet quarterly engagement metrics across your assigned accounts.
Drive key account outcomes, including securing verbal renewal commitments, moving accounts out of at-risk (churn or downgrade) status, and accelerating user adoption for newly onboarded accounts.
Deliver product walkthroughs and training sessions as needed.
Engage customers across multiple channels: email, phone, video conferencing, webinars, and occasional onsite visits.
Achieve weekly targets for customer meetings and talk time.
Conduct proactive outreach to non-engaged accounts to assess customer needs, satisfaction, and overall partnership health.
AI-Enabled Execution
Use prescribed AI tools daily across internal workflows to prepare for customer meetings, complete action items, reduce manual effort, and improve efficiency and consistency across the customer lifecycle.
Drive customer adoption of UpKeep's AI tools with a value-driven mindset.
Revenue Retention
Achieve quarterly gross revenue retention (GRR) targets.
Manage forecasting of accounts at risk of churn or downgrade.
Proactively monitor account health scores and early warning signals to mitigate churn and downgrade risk.
Partner closely with the…