Customer Success Manager (East Coast/Central Time Zone) - Firstup

Job Title: Customer Success Manager (East Coast/Central Time Zone)
Job Location: Remote - US
Job Listing URL: https://jobs.lever.co/firstup/7611b305-5d34-4e15-874a-a9648af1fb11
Job Description: Who We Are

At Firstup, our mission is to improve the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we now serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily.

Our employees are experts in the employee experience, workforce communications and technology.
Joining Firstup means joining a movement to make work better for every worker. As the world’s first intelligent communication platform, Firstup meaningfully engages employees at every moment from hire to retire, and delivers engagement insights to help companies support, promote and retain their talent. Our movement has taken root and is evident in our world-class customer base. Now we need your help. Ready to make a difference in the world?

Our Values

Every employee is an owner with responsibility and credit for our progress.
Leadership is in our build and we see change as a catalyst for improvement.
We win as a team, committed to help our coworkers and customers thrive.

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. In order to
succeed in this team, you must have the passion and desire to work in an entrepreneurial
and fast-paced environment.
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.
You May Have
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.