Full-Time Customer Success Manager

• Guided Customer Journey Management: Guide assigned customers through the customer journey.
• Trigger Response and Play Execution: Monitor customer progress and health for triggers indicating potential deviations.
• Cross-functional collaboration and Account Risk Escalation Management: Work closely with internal teams to coordinate customer activities and ensure a seamless experience. Escalate and manage complex customer issues.
• Value Optimization and Customer Enablement: Partner with Business Value Consultants to iterate on the blueprint for success. Provide ongoing education and enablement to empower customers to leverage Firstup to its fullest potential.
• Renewal Rate Focus: Work to ensure high customer satisfaction, health, and overall success to drive renewals. Coordinate with the Account Management team to facilitate smooth renewals and identify expansion opportunities.

• Bachelor’s Degree in Business Administration, Communications, or similar field of study.
• Three or more years of experience in customer-facing roles in Customer Success or Professional Services within a B2B SaaS company.
• Operational knowledge of internal communication and HR technology domains.
• Demonstrated ability to manage individual and engagement-wide scope of work.
• Prior experience successfully supporting customers with onboarding, renewals, and expansion processes.
• A proven track record of meeting with senior management and executives as the subject matter expert.
• 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.

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