Life at UpKeep Episode 08: Rae Johnson, Sr. Customer Success Manager
Life at UpKeep!
“Life at UpKeep” is an employee spotlight blog series, where we showcase the amazing people and teams in our company doing amazing work together!
Through the eyes of our very own UpKeepers, you’ll get a glimpse into our company culture, our team’s big and small wins, how members of our team came to join and love UpKeep, and so much more!
Meet Our Teammate!
We are excited to chat with Rae Johnson, our awesome Sr. Customer Success Manager! Rae is an absolute rockstar at what she does and continually makes a huge impact for our customers! From helping our customers navigate through the app like a pro, to giving out great advice and best practices — we are constantly impressed by Rae and her natural talent to provide guidance and support. Here is her interview with our CEO, Ryan!
Ryan: What’s up, Rae! Could you start us off by sharing what your role is at UpKeep, and some of your responsibilities?
Rae: I am a Senior Customer Success Manager, and I serve as the primary point of contact for our customers that fall within our Mid-Market bucket. After a customer finalizes their implementation, they are handed off to me to nurture and assist with business growth. Some of my responsibilities include hosting their team training, monitoring their team adoption, and meeting with them to host business reviews. During these business reviews, we establish goals that will help level up their maintenance departments.
Ryan: How did you find out about UpKeep? And, what made you want to join the team?
Rae: In 2015, I started working for my first start-up in a technical support role. From there, I knew I loved working in the tech and startup space. At the time I found UpKeep, I was looking to join a company that was well established, represented good company culture, and also had growth opportunities. Based upon my research and the amazing interview process, I knew UpKeep was where I wanted to plant my roots.
Ryan: Currently, what’s a project you’ve been working on that you’re really proud of? Or, maybe a project you’ve already completed that you still think about?
Rae: I am very proud of the Change Management project plan I helped spearhead. When I received the first set of accounts in my book of business, I discovered that a big area of opportunity for our customers was team adoption. Adopting new software can be difficult, so I researched gaps between new software implementation and team adoption, and a common theme I read was for the need to have a well thought out change management plan in place. With that, I worked closely with my manager to help create UpKeep’s very own change management plan. This is now the first interaction customers will have with their Customer Success Managers.
Ryan: What’s something you love about UpKeep?
Rae: The Customer Success team has been such a rock for me since I joined, especially during the last six months when we began working from home due to COVID-19. So many changes have happened for me during that time, and my teammates have been more than coworkers, they’ve really been like a family. You know, you spend the most time out of your day at work and talking to coworkers, and now on Zoom. UpKeep really cares about doing their best to keep morale up and I think that has really come a long way.
Ryan: That’s awesome, Rae. Thank you for everything you do and thanks for joining me in this episode of Life at UpKeep!
Join us for the Next Life at UpKeep!
Every other week, we will be spotlighting a new member of our team! So, stay tuned and hope to see you in the next one!