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

United States

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Not SpecifiedCompensation

Senior (5 to 8 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
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, driving long-term success and maximum value
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, fostering long-term customer relationships and loyalty
Guide your portfolio of customers through the customer value journey, ensuring that they are on track to meet predefined milestones and positive business outcomes
Collaborate with customers to manage ongoing success workstreams
Maintain regular, proactive communication with customers and Firstup leadership, providing updates, gathering feedback, and addressing any concerns
Identify at-risk accounts and develop strategies to mitigate churn, ensuring customer retention
Execute predefined plays in response to specific triggers, such as proactive outreach or internal escalation
Conduct cross-functional collaboration with internal teams to coordinate customer activities, manage risks and ensure a seamless experience throughout the journey
Develop strong customer relationships and act as a customer advocate within Firstup, providing insights to product and leadership teams
Track and report on key customer success metrics, including customer health, satisfaction, and retention

Skills

Key technologies and capabilities for this role

Customer SuccessCustomer EngagementProject ManagementProduct EducationEnablementCustomer AdvocacyBusiness Value ConsultingAccount Management

Questions & Answers

Common questions about this position

What is the salary or compensation for the Sr. Customer Success Manager role?

This information is not specified in the job description.

Is this Sr. Customer Success Manager position remote or does it require a specific location?

The role is designated for Mountain Time/Central Time Zone, but specific details on remote work or office requirements are not provided.

What key skills are required for the Sr. Customer Success Manager position?

Expertise in customer success, project management, and industry best practices is required, along with strong customer management, communication, and risk management abilities.

What is the company culture like at Firstup?

Firstup emphasizes values like every employee being an owner, leadership through change, and winning as a team to help coworkers and customers thrive.

What makes a strong candidate for the Sr. Customer Success Manager role?

A strong candidate will have expertise in customer success and project management, with the ability to manage a portfolio of 25-30 high-engagement enterprise customers, drive retention and growth, and guide customers through their value journey.

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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