Firstup

Customer Success Manager (East Coast/Central Time Zone)

United States

Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Workforce Communications, Biotechnology, Employee ExperienceIndustries

Customer Success Manager

Employment Type: Full-time

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 helping our coworkers and customers thrive.

Position Overview

The Customer Success Manager position is an integral part of Firstup’s long-term relationship with its global Enterprise customers. 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.

Salary

  • [Salary information not provided]

Location Type

  • [Location type information not provided]

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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