Director, SMB Onboarding & Retention

Meet Upside:

We created Upside to help communities thrive! Our retail technology uses the sophistication of online retail—profit measurement, attribution, and incrementality—to provide users with more value on their everyday purchases and brick and mortar businesses with new, profitable customers. We’ve helped millions of users earn 2 to 3 times more cash back than any other product, and tens of thousands of brick and mortar businesses earn measurable profit. Billions of dollars in commerce run through the Upside platform every year, and that value goes directly back to our local retailers, the consumers they serve, and towards important sustainability initiatives. Our mission, values, and commitment to inclusivity guide our team of more than 300 people worldwide, and the quality of our culture is reflected in the impact we’ve had on communities nationwide. You’ll join a Team whose experience hails from places such as Google, Uber, Amazon, Instacart, Capital One, and MasterCard with proven startup executives and venture capitalists.

Upside was named #2 on Deloitte's 2021 list of Fastest Growing 500 Tech Companies and  #308 in Inc.’s America’s fastest growing private companies of 2022. Upside’s Series D funding was raised in March 2022 and led by General Catalyst at a $1.5 billion valuation. Other investors include Bessemer Ventures and Formation8.

Meet the Team:

The Upside Multi-Vertical Accounts Team is made up of hardworking, data-driven collaborators with a diverse set of backgrounds and experiences! While we have all had different paths to account management, we share a love of helping our merchants grow. We may be spread across three cities, but we are a fun, hardworking team.

About the job:

Upside is growing and is in search of a hardworking and solution-focused Director, SMB Onboarding and Retention for our Multi-Vertical Accounts team. In this player/coach role, you will develop a detailed knowledge of our business and product, design and present strategic plans to onboard and grow accounts, maintain and strengthen client relationships, identify new business opportunities, and coordinate with internal partners to deliver on client expectations. This role collaborates with multiple departments, including operations, product, marketing, and sales, to represent the voice of the customer.

What you’ll do:

• Build and manage a team of SMB professionals in a high-velocity environment
• Own and grow SMB restaurant relationships, including monitoring and managing Account metrics (onboarding, CSAT/NPS, Account Health, Churn, and Growth)
• Ensure the team has the tools and training to lead periodic account reviews with merchant partners, interpreting raw account data to build performance reports, case studies, and white papers
• Train and mentor the team to onboard, nurture, and grow relationships, proactively communicating internal changes and initiatives as well as handling inbound inquiries
• Influence product roadmap by acting as an advocate for your accounts
• Lead a world-class Account onboarding and retention team, encouraging continuous learning and improvement
• Attract, hire, manage, and lead a high potential and highly motivated team
• Cross-functionally partner with internal product and marketing teams to deliver effective 1 to many communications to SMB partners
• Build and develop processes to effectively manage inbound merchant support issues
• Enable team to create and conduct strategic Quarterly Business Reviews

What you need:

• Bachelor’s degree or higher
• A data-driven approach to problem-solving
• Proven detail-oriented leader
• 5-7 years of account management/ Sales experience
• 3-5 years of management experience
• Strong professional communication and project management skills, including experience speaking with and providing consultative sales to C-Suite executives
• Ability to work in a fast-paced, demanding environment and bring a serious amount of passion to the company mission and team development
• Ability to foster consistent delivery of brand voice and tone across multiple customer-facing channels
• Expertise in CRM software (Salesforce)
• Self-starter work ethic, results-oriented personality, and a creative but structured problem-solving demeanor
• Experience working in a fast-growing, early-stage business desired, with the ability to collaborate internally across functions in order to reach desired outcomes

The fine print:

• Notice to recruiters and placement agencies: This is an in-house search. Please do not submit resumes to any person or email address at Upside. Upside is not liable for, and will not pay, placement fees for candidates submitted by any party or agency other than its approved recruitment partners.

At Upside, we believe that diversity drives innovation. Our differences are what makes us stronger. We‘re passionate about building a workplace that represents a variety of backgrounds, skills, and perspectives and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Everyone is welcome here, come join us!