Customer Success Manager

Summary

Join Firstup as a Customer Success Manager and play an integral role in fostering long-term relationships with global enterprise clients. Guide customers through their journey, ensuring they achieve predefined milestones and positive business outcomes. Monitor customer progress, proactively address potential issues, and collaborate with internal teams for seamless support. Partner with Business Value Consultants to optimize value and empower customers to fully leverage Firstup's capabilities. Drive high customer satisfaction, leading to successful renewals and expansion opportunities. This role requires a passion for working in a fast-paced environment and a commitment to driving customer success.

Requirements

• Bachelor’s Degree in Business Administration, Communications, or similar field of study, or commensurate professional experience
• Three or more years of experience in customer-facing roles in Customer Success or Professional Services within a B2B SaaS company
• Operational knowledge of internal communication and HR technology domains including Microsoft 365, Sharepoint, Teams, Intranets, HRIS like Workday, PeopleSoft, and other systems like SSO
• Demonstrated ability to manage individual and engagement-wide scope of work
• Prior experience successfully supporting customers with onboarding, renewals, and expansion processes
• A proven track record of meeting with senior management and executives as the subject matter expert
• A strong communicator who can articulate the needs of the customer and resolve both short and long-term issues
• Ability to collaborate internally with multiple teams and be the voice of the customer
• Strong project management skills and proven ability to execute against a defined methodology and deliver projects within scope, budget, and timeline
• Firstup expects the base salary for this role to be between $70,000-$113,000. The starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience

Responsibilities

• Guided Customer Journey Management: Guide assigned customers through the customer journey, ensuring that they are on track to meet predefined milestones and positive business outcomes. Collaborate with customers to create actionable plans and prescriptive tasks, providing guidance and support throughout the journey
• Trigger Response and Play Execution: Monitor customer progress and health for triggers indicating potential deviations from the journey goals or risk of churn. Execute predefined plays in response to specific triggers, such as proactive outreach, additional training, or escalation to internal teams, to mitigate risks and realign customers toward success
• Cross-functional collaboration and Account Risk Escalation Management: Work closely with internal teams (e.g., Support, Engineering, and Product) to coordinate customer activities and ensure a seamless experience throughout the journey. Escalate and manage complex customer issues, facilitating resolution and ensuring customer satisfaction
• Value Optimization and Customer Enablement: Partner with Business Value Consultants to iterate on the blueprint for success, evolving business objectives, and actionable steps throughout the customer journey. Provide ongoing education and enablement to empower customers to leverage Firstup to its fullest potential, driving long-term success and maximal value
• Renewal Rate Focus: Work to ensure high customer satisfaction, health, and overall success to drive renewals and positively impact the Gross Retention Rate (GRR). Coordinate with the Account Management team to facilitate smooth renewals and identify expansion opportunities, fostering long-term customer relationships and loyalty

Benefits

We offer an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth – both personally and professionally