Customer Success Manager (UK)

United Kingdom

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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 similar field, or equivalent professional experience. A minimum of three years of experience in customer-facing roles within a B2B SaaS company, specifically in Customer Success or Professional Services, is required. Operational knowledge of internal communication and HR technology domains, including Microsoft 365, SharePoint, Teams, HRIS systems like Workday or PeopleSoft, and SSO, is necessary. Proven ability to manage individual and engagement-wide scopes of work, prior experience supporting customer onboarding, renewals, and expansion processes, and a track record of meeting with senior management as a subject matter expert are 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 and supporting actionable plans. They will monitor customer progress for churn risks and execute predefined plays, such as proactive outreach or training, to mitigate issues. This role involves collaborating with internal teams like Support and Engineering to ensure a seamless customer experience and escalating complex issues for resolution. The manager will partner with Business Value Consultants to optimize customer success blueprints and provide ongoing education to maximize value realization. A key responsibility is driving renewals and impacting Gross Retention Rate (GRR) by ensuring high customer satisfaction and coordinating with Account Management for renewals and expansion opportunities.

Skills

Customer Journey Management

Customer Success

Communication

Problem-Solving

Entrepreneurial

Fast-paced environment

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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