Customer Success Manager (East Coast/Central Time Zone)

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Workforce Communications, Biotechnology, Employee ExperienceIndustries

Requirements

Candidates should possess a Bachelor's Degree in Business Administration, Communications, or a related field, or equivalent professional experience. A minimum of three years of experience in customer-facing roles such as Customer Success or Professional Services within a B2B SaaS company is required. Operational knowledge of internal communication and HR technology domains, including Microsoft 365, SharePoint, Teams, Intranets, HRIS systems like Workday and PeopleSoft, and SSO is necessary. Prior experience with customer onboarding, renewals, and expansion processes, along with a proven track record of engaging with senior management and executives as a subject matter expert, is also essential.

Responsibilities

The Customer Success Manager will guide assigned customers through their journey, ensuring they meet predefined milestones and achieve positive business outcomes by creating actionable plans and providing support. They will monitor customer progress for potential risks and execute predefined plays, such as proactive outreach or additional training, to mitigate churn. This role involves collaborating with internal teams like Support, Engineering, and Product to ensure a seamless customer experience and escalating complex issues for resolution. The manager will partner with Business Value Consultants to evolve customer success blueprints and provide ongoing education to customers to maximize their use of Firstup. A key responsibility is driving renewals and impacting Gross Retention Rate (GRR) by ensuring high customer satisfaction and success, while also coordinating with Account Management for renewals and identifying expansion opportunities.

Skills

Customer Journey Management

Customer Success

Enterprise Customer Management

Communication

Problem-Solving

Customer Engagement

Firstup

Enhances internal communications for organizations

About Firstup

Firstup enhances internal communications within organizations through its Workforce Communication Platform. This platform allows businesses to effectively reach and engage with employees, regardless of their location. It offers features like message orchestration, campaign automation, and integration with other workplace tools, enabling companies to streamline their communications and target employees on the right channels and devices. Firstup differentiates itself by serving a significant portion of Fortune 100 companies and focusing on authentic employee engagement. The company's goal is to transform the digital employee experience and improve operational and strategic communications within organizations.

San Francisco, CaliforniaHeadquarters

2006Year Founded

$126.8MTotal Funding

SERIES_ECompany Stage

Consulting, Enterprise SoftwareIndustries

201-500Employees

Benefits

Unlimited Paid Time Off

Remote Work Options

Risks

Competitors like Achievers introduce innovative AI features, challenging Firstup's market position.

Rapid AI advancements may outpace Firstup's offerings, risking competitive disadvantage.

Focus on burnout solutions may require Firstup to expand beyond communication capabilities.

Differentiation

Firstup serves over 40% of Fortune 100 companies, showcasing its market influence.

The platform offers real-time engagement data analysis by organization, department, or employee.

Firstup's CommunicationAI integrates GenAI capabilities, enhancing digital employee experiences.

Upsides

Recognition as a leader in Gartner Magic Quadrant boosts Firstup's market credibility.

Growing demand for AI-driven tools supports Firstup's focus on intelligent communication.

Partnerships with firms like Annapurna highlight strategic communication's role in employee experience.

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