UpMetrics
About UpMetrics
At UpMetrics, we’re building a world where impact organizations have the knowledge, tools, and connections to achieve their missions. Our mission is to help organizations accelerate impact through innovative technology and community, connecting funders and mission‑driven organizations with the capital, insights, and relationships they need to succeed. We provide an impact reporting platform in combination with expert services, empowering organizations to collect, analyze, and learn from their data – gaining insights and sharing their stories to inspire change.
Location: Remote (U.S.-based) Department: Client Success Reports to: CEO
Vice President of Client Success – Responsibilities
Strategy Development & Execution – Drive the vision for Client Success and make strategic decisions that align with market positioning and overall business strategy.
Translate the vision and strategy into actionable department goals and priorities while keeping teams focused and motivated.
Support strategic planning in collaboration with the Leadership Team.
Use data‑driven insights and comprehensive metrics/KPIs to make informed, executive‑level strategic decisions with significant business impact.
Collaborate cross‑functionally with Outreach, Product, Community and Marketing teams to develop strategies for client acquisition, retention, and engagement.
Service Delivery Excellence & Operations – Lead, manage, and develop the full Client Success organization—including Client Management, Customer Success Engineering, Support, and Education Services—to ensure each function has clear roles, strong managers, and aligned goals.
Oversee and strengthen client services delivery, including by building on and refining our delivery playbooks, identifying opportunities for enhanced value and efficiency, and ensuring our remote team has the structure and clarity to succeed.
Assess and upgrade our current client success infrastructure by addressing gaps, refining our existing internal processes, and overseeing improvements to tooling.
Develop and implement operational best practices for Client Success.
Support capacity planning and analysis to ensure people are in a position to succeed.
Client Retention & Growth – Drive retention excellence by ensuring clients renew subscriptions and achieve target retention metrics.
Serve as executive sponsor for select strategic accounts, critical escalations, and C‑suite relationships to ensure long‑term partnership success.
Become a subject matter expert on UpMetrics products, services, and the social impact sector to best position UpMetrics to support client business goals.
Develop expansion revenue through strategic upselling/cross‑selling initiatives and client advocacy programs that generate referrals and success stories.
About You – Qualifications
10+ years of demonstrated experience in Client Success within a SaaS and Services environment, with at least 5 years in senior positions managing multiple teams.
Self‑starter who thrives in ambiguity and is ready to roll up your sleeves to build something new.
Skilled at operational oversight, capable of managing a distributed team while providing clarity and efficiency across multiple complex client accounts and internal initiatives.
High agency and adaptability, ready to navigate evolving circumstances and drive progress.
Ability to both define the strategy and lead its execution.
Passionate about continuous operational improvements and client satisfaction, with proven ability to leverage technology and automation to increase efficiency.
Strong analytical skills to leverage metrics in making data‑driven decisions with significant business impact.
Empathetic leader who models humility, is committed to developing and empowering team members, and serves as a trusted advisor and partner.
Attention to detail and accountability for reliability and high‑quality work product.
Passionate about the social impact sector and motivated by the opportunity to help mission‑driven organizations succeed.
Experience working with enterprise Client Success platforms.
Experience in the impact sector (Grantmakers, Impact Investors, CSR, or Nonprofits) is a plus.
UpMetrics Values
Team First – Collaboration is key. We support each other, respect each other’s strengths, varying backgrounds and views. We value everyone’s input.
Client Focused – Our work is personal. Many of us have direct experience working in the field and are deeply passionate about what we do. We take a partner approach with all our clients.
Show Integrity – We are open, honest, ethical, and fair. We expect integrity from the team internally and the people we choose to partner with.
Reflect and Improve – We are a data company always looking to get better. We test often, iterate, and look closely at metrics to build capacity and inform decisions.
Let’s Go! – To create positive change, we never settle. In uncharted territory, we embrace challenges as opportunities, take ownership, and strive for excellence.
Compensation & Benefits
$160,000 – $190,000 annual salary, plus variable compensation
Equity incentive plan
70% employer‑paid health insurance for employees and family
Dental and vision insurance
Fully paid Life and Accidental Death & Dismemberment insurance
Fully paid Short‑and Long‑term Disability insurance
Unlimited time off policy, plus paid holidays and monthly Wellness Fridays
Paid parental leave policy, eligible after one year of employment
FSA plan, lifestyle spending account (LSA) for eligible professional development, wellness, and mental health expenses, and Employee Assistance Program via The Hartford
401(k) plan
Remote work equipment
Annual company retreat and quarterly virtual company events
Outstanding team and meaningful work
Seniority level Executive
Employment type Full‑time
Job function Business Development
Industries IT Services and IT Consulting
Interested in joining our team? Submit your application here. UpMetrics is committed to building a diverse, inclusive, and accessible workplace where everyone, regardless of background or ability, can do their best work. If you require reasonable accommodations at any stage of the application or interview process, please contact the People Operations Team at careers@upmetrics.com.
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and underrepresented individuals only apply when they meet 100% of them. We believe that people of color, people from working‑class backgrounds, women, and LGBTQ+ people must be centered in the work we do. Hence, we strongly encourage applications from people with these identities, or who are members of other marginalized communities. If you think you have what it takes, possess transferable skills, are quick to learn, but don’t necessarily satisfy every requirement or meet every qualification, we would still love to hear from you!
Applicants must be authorized to work in the United States. UpMetrics is unable to sponsor or take over sponsorship of employment visas at this time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
#J-18808-Ljbffr
Location: Remote (U.S.-based) Department: Client Success Reports to: CEO
Vice President of Client Success – Responsibilities
Strategy Development & Execution – Drive the vision for Client Success and make strategic decisions that align with market positioning and overall business strategy.
Translate the vision and strategy into actionable department goals and priorities while keeping teams focused and motivated.
Support strategic planning in collaboration with the Leadership Team.
Use data‑driven insights and comprehensive metrics/KPIs to make informed, executive‑level strategic decisions with significant business impact.
Collaborate cross‑functionally with Outreach, Product, Community and Marketing teams to develop strategies for client acquisition, retention, and engagement.
Service Delivery Excellence & Operations – Lead, manage, and develop the full Client Success organization—including Client Management, Customer Success Engineering, Support, and Education Services—to ensure each function has clear roles, strong managers, and aligned goals.
Oversee and strengthen client services delivery, including by building on and refining our delivery playbooks, identifying opportunities for enhanced value and efficiency, and ensuring our remote team has the structure and clarity to succeed.
Assess and upgrade our current client success infrastructure by addressing gaps, refining our existing internal processes, and overseeing improvements to tooling.
Develop and implement operational best practices for Client Success.
Support capacity planning and analysis to ensure people are in a position to succeed.
Client Retention & Growth – Drive retention excellence by ensuring clients renew subscriptions and achieve target retention metrics.
Serve as executive sponsor for select strategic accounts, critical escalations, and C‑suite relationships to ensure long‑term partnership success.
Become a subject matter expert on UpMetrics products, services, and the social impact sector to best position UpMetrics to support client business goals.
Develop expansion revenue through strategic upselling/cross‑selling initiatives and client advocacy programs that generate referrals and success stories.
About You – Qualifications
10+ years of demonstrated experience in Client Success within a SaaS and Services environment, with at least 5 years in senior positions managing multiple teams.
Self‑starter who thrives in ambiguity and is ready to roll up your sleeves to build something new.
Skilled at operational oversight, capable of managing a distributed team while providing clarity and efficiency across multiple complex client accounts and internal initiatives.
High agency and adaptability, ready to navigate evolving circumstances and drive progress.
Ability to both define the strategy and lead its execution.
Passionate about continuous operational improvements and client satisfaction, with proven ability to leverage technology and automation to increase efficiency.
Strong analytical skills to leverage metrics in making data‑driven decisions with significant business impact.
Empathetic leader who models humility, is committed to developing and empowering team members, and serves as a trusted advisor and partner.
Attention to detail and accountability for reliability and high‑quality work product.
Passionate about the social impact sector and motivated by the opportunity to help mission‑driven organizations succeed.
Experience working with enterprise Client Success platforms.
Experience in the impact sector (Grantmakers, Impact Investors, CSR, or Nonprofits) is a plus.
UpMetrics Values
Team First – Collaboration is key. We support each other, respect each other’s strengths, varying backgrounds and views. We value everyone’s input.
Client Focused – Our work is personal. Many of us have direct experience working in the field and are deeply passionate about what we do. We take a partner approach with all our clients.
Show Integrity – We are open, honest, ethical, and fair. We expect integrity from the team internally and the people we choose to partner with.
Reflect and Improve – We are a data company always looking to get better. We test often, iterate, and look closely at metrics to build capacity and inform decisions.
Let’s Go! – To create positive change, we never settle. In uncharted territory, we embrace challenges as opportunities, take ownership, and strive for excellence.
Compensation & Benefits
$160,000 – $190,000 annual salary, plus variable compensation
Equity incentive plan
70% employer‑paid health insurance for employees and family
Dental and vision insurance
Fully paid Life and Accidental Death & Dismemberment insurance
Fully paid Short‑and Long‑term Disability insurance
Unlimited time off policy, plus paid holidays and monthly Wellness Fridays
Paid parental leave policy, eligible after one year of employment
FSA plan, lifestyle spending account (LSA) for eligible professional development, wellness, and mental health expenses, and Employee Assistance Program via The Hartford
401(k) plan
Remote work equipment
Annual company retreat and quarterly virtual company events
Outstanding team and meaningful work
Seniority level Executive
Employment type Full‑time
Job function Business Development
Industries IT Services and IT Consulting
Interested in joining our team? Submit your application here. UpMetrics is committed to building a diverse, inclusive, and accessible workplace where everyone, regardless of background or ability, can do their best work. If you require reasonable accommodations at any stage of the application or interview process, please contact the People Operations Team at careers@upmetrics.com.
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and underrepresented individuals only apply when they meet 100% of them. We believe that people of color, people from working‑class backgrounds, women, and LGBTQ+ people must be centered in the work we do. Hence, we strongly encourage applications from people with these identities, or who are members of other marginalized communities. If you think you have what it takes, possess transferable skills, are quick to learn, but don’t necessarily satisfy every requirement or meet every qualification, we would still love to hear from you!
Applicants must be authorized to work in the United States. UpMetrics is unable to sponsor or take over sponsorship of employment visas at this time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
#J-18808-Ljbffr