Customer Success Manager (US)

Updated in September 2026 Target start date: October 1, 2026 OTE: 100,000 USD yearly gross Location: Our New York offices, near Grand Central. In-office, 4 days/week. ABOUT UPFLOW Upflow is the Financial Relationship Management (FRM) platform that helps B2B finance teams collect smarter and get paid by their customers faster, with AI agents working alongside the team. Today, the order-to-cash process is mission critical for businesses, yet it remains fragmented across tools, teams, and workflows. Upflow brings this entire process into one system — four products covering the cycle from invoice to cash (Insights, Collections, Payments, and Cash Application), with AI agents that work alongside the team and a shared intelligence layer underneath. We serve 500+ companies across 30+ countries, including Vercel, Lattice, and Productboard, and are backed by leading investors including Y Combinator, Hedosophia, Hexa, and Lorimer. With teams across the US and Europe, we're building a category-defining company at the intersection of finance, payments, and AI. To learn more about what we do, visit upflow.io http://upflow.io. For a behind-the-scenes look at how we work as a team, head to the Inside Upflow section of our blog at upflow.io/blog/inside-upflow http://upflow.io/blog/inside-upflow. YOUR ROLE AT UPFLOW Upflow is looking for a talented Customer Success Manager to join our Customer Success team, owning a portfolio of US accounts. Our Customer Success team is dedicated to delivering an outstanding customer experience, achieving excellent Net Revenue Retention, and championing the value Upflow brings to its users. Upflow is a product-led organization with a strong focus on easy sign-up, seamless onboarding, minimal time-to-first-value, and communicating with users through the product to unlock revenue. The CSM owns the customer relationship end-to-end from the completion of onboarding through to renewal: value delivery, health monitoring, retention, and expansion. They collaborate closely with Sales, Marketing, and Product/Engineering.   WHAT YOU'LL DO Core delivery - Own and scale a portfolio of US accounts across the full customer lifecycle — onboarding handoff, health monitoring, renewals, and expansion - Monitor account health and flag at-risk accounts early; at the senior level, proactively identify and act on risk and upsell signals without prompting - Forecast, hit, and exceed GRR and NRR targets for your portfolio. - Conduct QBRs and build strategic account plans that surface growth opportunities - Build Upflow Champions — identify, establish, and strengthen relationships with key stakeholders and decision-makers Craft & product - Develop deep knowledge of the Upflow platform and advise accounts on best practices around product usage - Keep CRM and customer data clean, accurate, and up to date; track and report your own metrics (GRR, NPS, NRR) - At the senior level, adapt established playbooks to account context rather than following them by default Collaboration - Act as the voice of the customer internally — share insights and structured feedback with the Product team - Partner with Sales on handovers and with Marketing to convert successful customers into advocates - Communicate clearly and professionally with customers, escalating complex issues and risks promptly - Contribute to improving internal processes, templates, and playbooks used by the wider team WHO YOU ARE What We're Looking For - 1–4 years of experience in a CSM role or similar position - Entrepreneurial mindset, thrives in a fast-paced, rapidly changing environment - Customer-centric: genuinely passionate about delivering outstanding service - Excellent written and verbal communication skills in English - Based in NYC or surrounding cities Nice to Have - Previous sales experience - Experience working in the finance/Fintech/AR industry - Experience using ERPs/accounting tools such as NetSuite, QuickBooks, Sage, Xero, Zuora, Stripe, etc. RECRUITMENT PROCESS 1 - Screening call We’ll introduce ourselves and get to know each other. 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. 2- Product Demo We'll walk you through the value proposition of Upflow and show you the product. It's a great time to answer your questions! 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 reduce bias on both sides. We care about what you can do; not your schooling, social background, or your identity. 4 - Home assignment review Alex will spend up to 90 minutes debriefing your case with you. One of our US CSM 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! 5 - Meet the team Meet with our Director of US Sales & Partnerships and our Director of Operations. Come with your questions! 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! *****   Diversity & Inclusion 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