Customer Success Account Manager [REMOTE]

About Upbound

Upbound is redefining how modern infrastructure is built for the Agentic AI Era. We’re the creators and primary maintainers of Crossplane, and we’re building the Intelligent Control Plane—a new platform layer that makes infrastructure programmable, autonomous, and composable.

Our mission is to power the AI-native enterprise with a foundational platform layer that helps teams provision, operate, and adapt infrastructure at scale—so platforms are ready for both humans and AI agents. We partner with leading cloud providers, ISVs, and open-source communities to help organizations move faster with greater confidence.

Today, Upbound supports Fortune 500 companies and platform engineers across 100+ countries. Crossplane has surpassed 100M+ downloads and is used by 1,000+ teams worldwide. We’re a Series B company backed by GV (formerly Google Ventures), Altimeter Capital, and Intel Capital, and we’ve raised $69M to date.

The Role

Upbound is hiring a Customer Success Account Manager to own the post-sale relationship for our Commercial segment. This is a high-energy, relationship-first role for someone who is as motivated to protect and grow revenue as they are to genuinely help customers succeed with Crossplane-powered infrastructure. You are not a passive check-in person. You are a proactive, commercially-minded relationship builder who maps stakeholders before they become risks, gets curious about how Upbound's platform can create more value, and treats every renewal as something that was won not assumed. You bring SDR-level hunger, CS-level empathy, and enough technical curiosity to have real conversations with engineering teams. You will own the customer lifecycle from kickoff through renewal and expansion working alongside Solution Architects, Customer Support and Solution Engineers to ensure Upbound accounts fully adopt the Upbound platform and see clear, measurable value from their investment.

In this role, you will:

Renewal Ownership & Commercial Focus

• Own GRR as your primary metric — you are accountable for making sure every Commercial account renews, and you treat any risk to renewal as something to resolve weeks or months before the conversation, not at the last minute
• Proactively identify expansion opportunities — platform consolidation, additional use cases, services upsell, multi-year conversion — and bring them to the AE with a clear business case
• Build and maintain accurate renewal forecasts, risk flags, and health signals across your portfolio, ensuring the business always has a clear view of Commercial ARR
• Drive referencibility and case study development — know which customers are thriving and actively create the conditions for them to become advocates

Relationship Building & Stakeholder Management

• Map every account: know who the economic buyer is, who the technical champion is, who the skeptic is, and who you haven't met yet — and keep that list current
• Build genuine, trusted relationships across your accounts — not just the ones who respond to your emails, but the VP of Platform Engineering who hasn't been introduced yet
• Lead regular customer touchpoints, QBRs, and business reviews that connect Upbound's technical