Customer Success Manager (UK)

1 month, 1 week ago
Full-time
Junior
Customer and Technical Support
Firstup

Firstup

Firstup offers an intelligent communication platform designed to engage employees throughout their entire employment journey, providing insights that help organizations support, promote, and retain their workforce effectively.

Professional Services
251-1K
Founded 2008
$47M raised

Description

  • Guide assigned customers through the customer journey and help them reach milestones and business outcomes.
  • Collaborate with customers to create actionable plans and prescriptive tasks.
  • Monitor customer health and respond to churn-risk triggers with proactive outreach, training, or escalation.
  • Work cross-functionally with Support, Engineering, Product, and other teams to coordinate customer activities and resolve issues.
  • Escalate and manage complex customer issues while ensuring customer satisfaction.
  • Partner with Business Value Consultants to refine success plans and customer objectives.
  • Provide ongoing education and enablement to help customers maximize value from Firstup.
  • Drive renewals and support Gross Retention Rate (GRR) by maintaining customer satisfaction and health.
  • Coordinate with Account Management on renewals and expansion opportunities.

Requirements

  • Bachelor’s degree in Business Administration, Communications, or a similar field, or equivalent professional experience.
  • 3+ years of experience in customer-facing Customer Success or Professional Services roles within a B2B SaaS company.
  • Operational knowledge of internal communication and HR technology tools such as Microsoft 365, SharePoint, Teams, intranets, HRIS systems like Workday and PeopleSoft, and SSO.
  • Demonstrated ability to manage individual and broader engagement scope of work.
  • Experience supporting customer onboarding, renewals, and expansion processes.
  • Experience presenting to senior management and executives as a subject matter expert.
  • Strong communication skills with the ability to articulate customer needs and resolve short- and long-term issues.
  • Ability to collaborate across multiple internal teams and serve as the voice of the customer.
  • Strong project management skills with the ability to deliver work within scope, budget, and timeline.

Benefits

  • Excellent PTO program.
  • Great health benefits.
  • Remote work.
  • Casual and friendly work environment.
  • Leadership team focused on employee growth, personally and professionally.
  • Inclusive, high-growth environment where ideas are rewarded.

Interested in this position?

Apply directly on the company website

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