[Remote] Customer Success Specialist at Firstup

United Kingdom

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Employee Experience, Workforce CommunicationsIndustries

Requirements

Bachelor’s Degree in Business Administration, Communications, or similar field of study, or commensurate professional experience
One or more years of experience in customer-facing roles in Customer Success or Professional Services within a B2B SaaS company
Demonstrated ability to manage individual and engagement-wide scope of work
Prior experience successfully supporting customers with onboarding, renewals, and expansion processes
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

Responsibilities

Guided Customer Journey Management: Guide assigned customers through the 36-month 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 towards 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 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

Skills

Key technologies and capabilities for this role

Customer SuccessCustomer Journey ManagementAccount ManagementChurn PreventionCustomer Health MonitoringPlay ExecutionActionable PlanningStakeholder Collaboration

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

This information is not specified in the job description.

What are the key responsibilities of the Customer Success Specialist?

Key responsibilities include guiding customers through a 36-month journey, monitoring progress and executing response plays, collaborating cross-functionally, optimizing value and enabling customers, and focusing on renewals to impact retention rates.

What is the company culture like at Firstup?

Firstup has an entrepreneurial and fast-paced environment where every employee is an owner, leadership is built-in with change as a catalyst, and the team wins together by helping coworkers and customers thrive.

What salary or compensation is offered for this role?

This information is not specified in the job description.

What qualities make a strong candidate for this Customer Success Specialist role?

A strong candidate will have passion and desire to work in an entrepreneurial and fast-paced environment, with skills in customer journey management, cross-functional collaboration, and driving customer success and renewals.

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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