The UK is Uptick’s second and fastest-growing market, quickly becoming the go-to software for Fire & Security companies in the region. The Customer Success Lead will be responsible for organising and leading the team of Customer Success Managers at Uptick based in London.

Uptick makes software specific to the fire protection and security industries and is used to maintain over 1,000,000 buildings worldwide with offices in Melbourne, London and Denver. Thousands of people use Uptick every day - for their entire day - so providing an excellent experience for all customers is critical for us as a business.

The role is responsible for managing all customers currently using Uptick software solutions, their health and ultimately their growth.

• Act as the point of escalation for any customers onboarding or live in their own portfolio.
• Facilitate the delivery of professional services e.g. training, data reporting, server configuration.
• Monitor and improve health of the customer book in the region.
• Proactive account intervention via regular meeting cadences with key accounts and identification of poor health.
• Host weekly team meeting(s) - Maintain a regular meeting cadence with the Customer Success team for Q&A, process updates.
• Onboard / coach new team members - Develop new team members skills and ensure they have access to all the tools they need to do their role.
• Maintain current tooling, processes & documentation - Ensure that all onboarding tools, process and documentation are up to date and continuously improved.
• Collaborate with other teams as required - Be the point of contact and representative for the Customer Success team in the wider Uptick ecosystem.

• 5+ years experience in Customer Success.
• Proven track record of successfully managing a large customer portfolio.
• Strong analytical skills to monitor and assess customer health and proactively address risks.

• Be proactive and solution-oriented mindset in a dynamic environment.
• Be passionate about improving processes and delivering exceptional customer experiences.

Our culture begins with our values:

• Care: We care enough to have the hard conversations and work to create an environment where our employees feel safe to challenge and be challenged.
• Growth: We're all here to grow the business, and we do that by growing our people and customers.
• Excellence: Be excellent (not perfect). Have the hard conversation.

Uptick is quickly becoming the global leader in field servicing for the building compliance niche. Having already conquered the Australian market, they are now growing in the UK, with sights set on North America and then the world.

Building compliance is an increasingly important part of maintaining the world's largest asset class - property - and Uptick's vision is to make the compliance of every building in the world visible in real time, disrupting a clunky and slow-moving industry while having an outsize positive impact on the world.

Uptick's core product, Uptick Workforce, helps companies manage their mobile workforce to perform legislatively required and often complex routine asset maintenance activities. Their product allows customers to uniquely identify every building and every piece of equipment in that building, creating opportunities for tie-ins to facility management, insurance underwriting, and local government or emergency services.

Uptick currently has 250+ customers and a 99% retention rate. Over 450,000+ buildings and nearly 10 million assets are maintained using Uptick's software every year. Their goal is to double in size in FY22/23, largely through international expansion into the NZ and UK markets.

The business recently received a significant investment round from Accel-KKR. This investment and partnership will enable Uptick to fuel their international expansion, grow their customer success capabilities and accelerate their ambitious product roadmap. This marks Uptick's fourth funding round - early investors include Australia investment firms such as Folklore Ventures and Equity Venture Partners.