Uptown Creation

Customer Success Manager

USA (Remote)

About Uptown Creation (Uptown.com) Uptown Creation (Uptown.com) helps B2B companies turn LinkedIn into a top revenue channel through outbound messaging and organic content (without using bots or automation). Founded in 2016, we've booked thousands of meetings for clients by combining precise targeting, thoughtful messaging, and consistent thought leadership. We're a fully remote team serving sales leaders, executives, and founders at $3-50M+ companies who already believe in LinkedIn and want a partner to run it the Uptown Way. What the “Uptown Way” means to us: Conversation-driven outreach and authority-building content Disrupting common patterns in LinkedIn content and direct messaging Everything done by hand without the use of automation We’re small, profitable, and growing. We are also the foremost experts on all things LinkedIn and the power LinkedIn has as a top revenue channel. The Role We're hiring a Customer Success Manager to serve as the primary liaison between our clients and our internal LinkedIn strategy team. You'll play a central role in client satisfaction and retention, helping clients feel genuinely supported and confident in the value we’re creating for them on LinkedIn. This is a full-time, remote role. You'll manage 30-40 client relationships at a time, think in terms of business outcomes rather than completed tasks, and be able to clearly articulate what we're doing on LinkedIn and why it matters for a client's pipeline. Responsibilities: Client Communication Own 30-40 client relationships as their primary point of contact via Zoom, email, and occasional Slack or WhatsApp Lead all client-facing calls: launch calls for new clients, monthly review calls for active accounts Respond to all client inquiries within 24-48 hours (with support of executive assistant). Develop a working understanding of each client's ICP, offer, and positioning to deliver a tailored experience that makes every client feel like the whole team knows their business. Operations & Pipeline Management Maintain accurate client records and campaign documentation in ClickUp (our single source of truth) Prepare review call agendas using outreach and content audit data before every client meeting Translate strategy-level insights from our outreach and content teams into clear, client-facing language Follow established SOPs to handle client concerns, escalate when needed, and ensure nothing slips through the cracks. Performance & Accountability Own onboarding and quarterly NPS scores across your book of business (target: 8+/10). Keep monthly churn below target KPI across assigned accounts and actively identify opportunities to expand relationships where it makes sense. Report campaign benchmarks in weekly team meetings, communicating how benchmarks are guiding strategy. Surface client feedback to the strategy team to improve account performance over time. Requirements: 2+ years in B2B customer success or account management at an agency or in a role where your performance was tied directly to retention You can hold a smart, confident conversation with a VP of Sales or a founder. You know when to ask questions versus when to show conviction You think in business outcomes, not completed tasks You're organized enough to manage 30+ active relationships without missing calls, emails, or follow-ups Experience with CRM or project management tools (e.g., ClickUp, HubSpot). You use AI tools (Claude, ChatGPT) to work faster, but you edit every output before it goes anywhere. You know the difference between a draft and a deliverable Reliable and self-directed, able to hit performance targets without constant oversight. Fluent written and spoken English. Bonus Qualifications Background in B2B customer success roles where performance is tied directly to retention or churn. Experience working at a lead generation, LinkedIn marketing, or email marketing agency. Track record of hitting or exceeding client retention targets and NPS benchmarks. Uptown Core Values Our values aren't wall art. They're how we operate daily - and how we evaluate fit. Craftsmanship You take pride in the work itself, not just completing tasks. Rushing to check boxes isn't in your nature. You edit your own work before anyone asks. Ownership When something goes wrong, you fix it. When you need help, you ask. You don’t wait to be told what to do. You manage your clients and deadlines like they're your own business. Clear Communication We're remote and async. That only works when everyone writes clearly, responds promptly, and flags problems early. You over-communicate rather than leave people guessing. Continuous Improvement What worked last month might not work next month. You study what's performing, stay curious about the platform, and bring ideas - not just execute tasks handed to you. Who Shouldn’t Apply You prefer task-based work where completing a checklist means you’re done for the day. You’re uncomfortable being measured on performance metrics. You think AI can handle most of the thinking and you just need to lightly edit responses. You’re looking for a “chill” remote job with minimal accountability. You avoid follow-up or performance pressure when results dip. Constructive feedback feels like personal criticism. Location Fully Remote. United States. Compensation Competitive base salary + performance-based incentives. Bonuses are tied to: Monthly churn % across your book of business The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below). Benefits: We offer a comprehensive, evolving benefits package designed to support your health, family, and wellbeing. Some key offerings: Flexible Unlimited Paid Time Off and Company-wide Holidays Employer sponsored Medical, Dental, & Vision plans FSA options including dependent care Employer match program for 401(k), eligible for both Traditional and Roth accounts