Customer Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Firstup

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏢 Enterprise

👥 HR Tech

☁️ SaaS

Enterprise • HR Tech • SaaS

Firstup is a comprehensive employee experience platform designed to deliver highly personalized communication at scale. It offers an intelligent communication platform that connects with any environment, while ensuring data security and infrastructure integrity. Firstup's solutions aim to engage employees through various channels including email, mobile apps, and intranet, making every interaction meaningful across the employee journey. The platform integrates seamlessly with tools like Microsoft 365 and ServiceNow to enhance service management and workforce productivity.

📋 Description

• Guide assigned customers through the customer journey, ensuring predefined milestones and positive business outcomes • Collaborate with customers to create actionable plans and prescriptive tasks • Monitor customer progress and health for potential deviations or churn risk • Execute predefined plays such as proactive outreach, additional training, or escalation • Collaborate with Support, Engineering, and Product teams • Escalate and manage complex customer issues and facilitate resolution • Partner with Business Value Consultants to evolve success blueprints and business objectives • Provide ongoing customer education and enablement • Drive customer satisfaction, health, success, renewals, and Gross Retention Rate • Coordinate with Account Management on renewals and expansion opportunities

🎯 Requirements

• Bachelor’s Degree in Business Administration, Communications, or similar field, or commensurate professional experience • Three or more years of experience in customer-facing Customer Success or Professional Services roles within a B2B SaaS company • Operational knowledge of internal communication and HR technology, including Microsoft 365, SharePoint, Teams, intranets, Workday, PeopleSoft, HRIS, and SSO • Ability to manage individual and engagement-wide scope of work • Experience supporting onboarding, renewals, and expansion processes • Proven track record of meeting with senior management and executives as a subject matter expert • Strong customer communication and issue-resolution abilities • Ability to collaborate with multiple internal teams and represent the customer’s voice • Strong project management skills • Ability to execute a defined methodology and deliver projects within scope, budget, and timeline

🏖️ Benefits

• Excellent PTO program • Great health benefits • Remote work • Leadership team committed to personal and professional growth • Casual and friendly environment • Equal employment opportunities