Senior Manager, SMB Onboarding & Retention

Meet Upside:

Upside is a high-growth retail technology company driving hundreds of millions of dollars in proven profit to brick and mortar businesses. Unlike the many apps and services that provide discounts to consumers but actually hurt retailer profitability, Upside is the only two-sided marketplace that provides proven incremental profit to retailers. Tens of thousands of retailers nationwide are seeing a 52% ROI on average—results that have been independently audited by Fortune 500 and third-party analytics companies. On the consumer side of the marketplace, millions of users power $5 billion in purchases through the Upside platform every year. They use our top-rated mobile app to see 2 to 3 times more value on their purchases than with any other product. By helping people and businesses do better, communities grow stronger. You’ll join a Team whose experience hails from places such as Google, Uber, 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 was raised in March 2022 and led by General Catalyst at a $1.5B valuation. Other investors include Bessemer Ventures and Formation8.

Meet the Team:

The Upside SMB Team is made up of hardworking, data-driven collaborators with a diverse set of backgrounds and experiences! We love helping our merchants through product education, continuous account improvement, and white-glove service, and we never forget to have fun as a team while we're doing it!

About the job:

Upside is growing and is in search of a creative and resourceful Senior Manager to manage and grow our SMB accounts team that owns both pre- and post-sales efforts.

In this role, you'll develop a detailed knowledge of our business and product, partner with leadership to 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 and grocery relationships, including monitoring and managing Account metrics
• Engage with various merchant processors to enhance, improve and build processes between them and Upside that allow for a successful partnership.
• Train and mentor the team to find, close, 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
• Attract, hire, manage, and lead a high-potential and highly motivated team
• Cross-functionally partner with internal product and marketing teams to deliver effective communications to SMB partners
• Build and develop processes to effectively manage inbound merchant support issues

What you need:

• Bachelor’s degree or higher
• A data-driven approach to problem-solving
• Proven detail-oriented leader
• 5+ years of account management/ Sales experience
• 3+ years of people 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
• Experience and understanding of merchant processors
• 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 with a dedicated recruiter. 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!