Director, Customer Success

United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Employee Experience, Workforce Communications, Biotechnology, SaaSIndustries

Requirements

The Director, Customer Success must have extensive experience working with large customers, specifically Fortune 500 companies, in both proactive and reactive capacities. They should possess a proven track record of coaching and advancing their team to high standards of excellence and have a passion for problem-solving and operational improvements. Experience in an entrepreneurial and fast-paced environment is essential, along with the ability to lead strategy and contribute to team goals.

Responsibilities

The Director, Customer Success is responsible for developing, managing, supporting, and growing a team of CSMs, ensuring they have the necessary knowledge, tools, and processes to service customers and advance their careers. This role involves motivating the team to achieve customer onboarding, adoption, retention, and expansion goals, and ensuring strategic customer engagement to drive value realization. Key responsibilities include forecasting renewals and expansion, predicting customer health, meeting or exceeding Gross and Net Retention targets, driving KPIs, measuring results, and reporting on outcomes. The Director will also act as a key voice of the customer at the ELT level, influencing product roadmap, services model, and go-to-market strategy, and identifying unmet customer needs and market trends.

Skills

Customer Success

Client Relationship Management

Team Leadership

Cross-functional Program Management

Customer Experience Improvement

Problem Solving

Operational Improvement

Employee 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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