VP, Account Management and Merchant Success

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 platform 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 $2 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. Upside is venture-backed by some of the best names in venture, including Bessemer Venture Partners, Data Collective, and Formation 8.

What you’ll do:

As the VP of Account Management & Merchant Success reporting to the CRO, you'll oversee the teams that are the point of contact between our company and our merchants to drive value, retention, and growth within our existing account base. More specifically, you’ll:

• Inform the strategy and design of the Account Management organization, including processes and best practices for each vertical
• Partner closely with the sales leaders for each business unit
• Provide continuous mentorship and development of the Account Management team which includes recruiting, hiring, and training new AMs
• Gain a deep understanding of our merchants’ needs and what they expect from our company
• Determine critical activities needed for each type of customer, to ensure healthy retention and growth of the account base
• Collaborate with our merchant analytics, merchant marketing, and product development teams to ensure our merchants are being served appropriately
• Identify expansion opportunities, potential issues and churn risk within merchant accounts and work proactively with the wider business to take timely and effective action to eliminate risk
• Serve as coach to the team and an escalation point, provide troubleshooting and reconciliation of both internal and external escalations
• Use your outstanding communication skills to present to and influence key stakeholders in our company and within merchant organizations

What you need:

• 10+ years of management experience, including at least 6 years heading a successful account management organization(s)
• Proven success exceeding both expansion and retention targets
• Experience managing and negotiating a wide range of customer accounts, from SMB to enterprise
• Demonstrated ability to build strategic and operating plans for an Account Management department for long-term scale to include defining and optimizing processes
• Strong empathy for customers combined with a passion for revenue and growth
• Highly collaborative and able to build strong cross-functional partnerships
• Highly organized with strong interpersonal and leadership skills
• Strong written and verbal communication skills, ability to articulate and sell a vision internally and externally
• Strong execution skills and the ability to drive action and accountability
• Detail-oriented with the ability to set priorities and be flexible in a changing environment

The fine print:

• Upside employees are currently working from home during the COVID-19 pandemic. Once it's safe to return to the office, this role will sit full-time at our downtown D.C. headquarters. Relocation assistance to the DC area is provided for this position.
• 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!