Senior Customer Success Manager

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November 14

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Firstup

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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.

201 - 500 employees

🏢 Enterprise

👥 HR 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.

🎯 Requirements

• 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.

🏖️ Benefits

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