Customer Success Manager

Who you are

• In order to Succeed in this team, you must have the passion and desire to work in an entrepreneurial And fast-paced environment
• 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

What the job involves

• The Customer Success Manager position is an integral part of Firstup’s long-term Relationship with its global Enterprise customers, and the efforts put forth by this Individual will directly impact the long-term success of the relationship
• 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

• Health Coverage: Doing your best starts with feeling your best. We provide fully paid medical, dental, and vision for employees, plus 70% for dependents
• Flexible Time Off: You can’t mobilize if you don’t rest and recharge—so take as much paid time off as you need
• Fruity Umbrella Drink Bonus: When we say we want you to take time off, we mean it. To encourage you, we offer extra compensation when you take time off in full-week increments
• Retirement Plan: There’s life beyond work, and someday there will be a lot of it. We’ll help you save for that time
• Professional Development: We invest in our people and build their skills for the future of work—no matter where that future takes them
• Family Leave: We support making big changes, and nothing will change your life more than bringing a child into your family. That’s why we offer 12 weeks of fully paid family leave for all parents
• Volunteer PTO: We give you paid days off to give back because we want our workforce to be a force for good
• Commuter Benefits: Although much of our workforce is remote, when we do head into the office, we subsidize eco-friendly ways to get there