• Act as the primary point of contact for assigned accounts with a scaled, high-efficiency engagement model and build trusted advisor relationships with key decision-makers • Identify upselling opportunities within the current customer portfolio leveraging analytics and sales data to expand brand adoption of POS and value-added services • Deliver tailored success plans using data-driven insights to define clear success criteria, and track progress toward outcomes • Monitor account health through product usage metrics, engagement patterns, and customer feedback, and initiate outreach based on key triggers • Collaborate with executive sponsors to maintain high-level stakeholder engagement and influence renewal outcomes across your portfolio • Identify early warning signs of disengagement or churn risk and take proactive action to mitigate and restore customer health • Escalate at-risk customers and concerns through internal channels and lead cross-functional efforts to address complex issues • Partner with Sales and Marketing to align on messaging, share customer stories, and develop segment-specific engagement strategies • Work with Support and Product teams to surface and resolve recurring customer challenges • Participate in ongoing product training, knowledge sharing, and best practice initiatives within the Customer Success team to continuously improve processes and team effectiveness

• Deliver responsive, high-touch service that drives renewals and grows partnerships across print and digital platforms. • Provide white-glove support for clients and Area Directors, ensuring smooth, consistent communication. • Gather assets, set up campaigns accurately, and stay connected post-launch with regular check-ins. • Keep CRM and billing information up to date and resolve account or payment questions quickly. • Renew clients, identify upsell or cross-sell opportunities, and proactively prevent churn.

• Make changes to HubSpot, including creating and modifying properties, managing contact records, and maintaining data integrity. • Perform accurate data entry and ensure that all information is up to date and correctly formatted within the CRM. • Conduct data imports and exports as needed, ensuring a smooth transfer of information between systems. • Run regular and ad-hoc reports to track sales, marketing performance, and other key metrics. Analyze data and provide insights to improve processes. • Assist team members with HubSpot-related inquiries, providing training and support as needed. • Identify opportunities for improving data management and CRM processes, implementing best practices to enhance efficiency.

ControlUp creates an autonomous workplace where the day runs itself. We’re a leader in DEX, unifying digital employee experience and IT operations into one powerful platform built for modern workplace management. By combining real-time monitoring, automation, and proactive remediation, ControlUp enables IT teams to prevent issues before they impact employees, reduce operational complexity, and streamline IT environments, without the clutter of multiple tools. With ControlUp, IT works smarter, employees stay productive, and the workday runs itself. One platform. One powerful shift in how work flows. No tool sprawl. No wasted time. No interruptions. Just technology that runs smoothly, so people can get on with work that matters. The Role As an Enterprise Customer Success Manager , you will be given a portfolio of top tier accounts that require white glove treatment. These will include Fortune 50 companies, hospitals, and government agencies. You will manage the post-sale relationship with that customer from a customer service perspective and be responsible for ensuring their success and improved ROI with our product suite. You will be the primary quarterback for issues that occur and have access to any resource and/or subject matter expert you require from Support, R&D, Marketing, Management, etc. to ensure success of your customers. How You’ll Spend Your Day Manage the full lifecycle of a portfolio of enterprise customers Identify potential expansion opportunities based on customer use cases Build and maintain close relationships with senior IT professionals managing highly complex environments and be their trusted advisor Through a consultative approach, guide your customers through how to optimize their experience with ControlUp, to get the highest ROI Work closely with sales, marketing, product, and other departments on customer requirements Your Experience and Qualifications Experience in an EUC or similar software company Startup / SaaS experience Critical thinker, generally curious, problem solver Proven experience in building customer relationships with multiple stakeholders in Fortune 50 companies Positive attitude and very customer-centric; always willing to put the customers' needs first Working knowledge of VDI – Citrix \ VMware virtualization solutions. Strong written and verbal communication skills; ability to clearly explain complex issues to both individual contributors and executives Some travel required Preferred Qualifications Experience with Outreach.io, Chorus, Salesforce, Slack, Splunk, Zoom, Google Workspace, and/or Filemaker Pro - an advantage Excellent organization, note-taking, project management, and time management skills Working knowledge of VDI – Citrix \ VMware virtualization solutions Preferred Experience in one or more of the following roles Customer Success Manager IT manager Software Sales Project Manager Sales Engineer/Consultant Software Support Customer Service Professional Services