[Remote] Sr. Customer Success Manager (Mountain Time/Central Time Zone) at Firstup

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Bachelor’s degree in business administration, communications or similar field of study, or commensurate professional experience
At least 6+ years of experience as a Customer Success Manager in a high-engagement B2B SaaS environment
Experience working with Fortune 500 Enterprise customers in a SaaS environment
Proven experience managing a portfolio of 25+ customers, with a strong track record of success

Responsibilities

Serve as the point of contact for a portfolio of 25-30 customers
Partner with Business Value Consultants to iterate on the blueprint for success, evolving business objectives, and actionable steps throughout the customer journey
Provide ongoing product education, enablement and insights to empower customers to leverage Firstup to its fullest potential
Work to ensure high customer satisfaction, health, and overall success to drive renewals and positively impact Gross Revenue Retention (GRR)
Proactively partner with the Account Team to facilitate smooth renewals and identify expansion opportunities
Guide customers through the customer value journey, ensuring they are on track to meet predefined milestones and positive business outcomes
Maintain regular, proactive communication with customers and Firstup leadership
Identify at-risk accounts and develop strategies to mitigate churn
Execute predefined plays in response to specific triggers
Conduct cross-functional collaboration with internal teams to coordinate customer activities and ensure a seamless experience
Develop strong customer relationships and act as a customer advocate within Firstup
Track and report on key customer success metrics

Skills

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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