Senior Customer Success Manager

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Firstup

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Enterprise • HR Tech • SaaS

Firstup est une plateforme complète dédiée à l'expérience employé et conçue pour offrir des communications hautement personnalisées à grande échelle. Elle propose une plateforme de communication intelligente qui s'intègre dans n'importe quel environnement tout en garantissant la sécurité des données et l'intégrité de l'infrastructure. Les solutions de Firstup visent à engager les employés via divers canaux tels que les emails, les applications mobiles et les intranets, rendant chaque interaction significative tout au long du parcours de l'employé. La plateforme s'intègre de manière transparente avec des outils tels que Microsoft 365 et ServiceNow pour améliorer la gestion des services et la productivité des équipes.

201 - 500 employés

🏢 Entreprise

👥 RH Tech

☁️ SaaS

Description

• Manage and nurture a portfolio of 25-30 high-engagement customers. • Ensure customer advocacy / satisfaction, drive adoption, and foster long-term partnerships that lead to retention and growth. • Partner with Business Value Consultants to iterate on the blueprint for success, evolving business objectives, and actionable steps throughout the customer journey. • Provide ongoing product education, enablement, and insights to empower customers to leverage Firstup to its fullest potential. • Work to ensure high customer satisfaction, health, and overall success to drive renewals. • Guide your portfolio of customers through the customer value journey, ensuring they are on track to meet predefined milestones and positive business outcomes. • Maintain regular, proactive communication with customers and leadership, providing updates, gathering feedback, and addressing any concerns. • Identify at-risk accounts and develop strategies to mitigate churn, ensuring customer retention. • Develop strong customer relationships and act as a customer advocate within Firstup. • Track and report on key customer success metrics, including customer health, satisfaction, and retention.

🎯 Exigences

• Bachelor’s degree in business administration, communications or similar field of study, or commensurate professional experience. • At least 6+ years of experience as a Customer Success Manager in a high-engagement B2B SaaS environment. • Experience working with Fortune 500 Enterprise customers in a SaaS environment. • Proven experience managing a portfolio of 25+ customers, with a strong track record of success and prior experience supporting renewal and expansion processes. • Proven experience using a Customer Success Management Platform like Planhat, Churnzero or Gainsight. • Relevant experience with Customer Success best practices. • Strong communication skills, with the ability to clearly articulate the needs of the customer and resolve both short and long-term issues. • Strong follow-up and multi-tasking skills, ensuring that customer needs and expectations are consistently met. • Strong project management experience, with the ability to lead and manage multiple projects simultaneously. • Ability to work in a dynamic environment and collaborate internally with multiple teams. • Strong problem-solving skills, with a proactive and solutions-oriented mindset. • Nice to have - operational knowledge of internal communication and HR technology domains including Intranets, HRIS like Workday, Peoplesoft and other systems like SSO.

🏖️ Avantages

• Excellent PTO program • Great health benefits • Casual and friendly environment • Remote work • Leadership team that believes in your growth