Sr. Customer Success Manager (Mountain Time/Central Time Zone) | Firstup Jobs
Sr. Customer Success Manager (Mountain Time/Central Time Zone)
Remote - US
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Who We Are

At Firstup, our mission is to improve the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we now serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily.

Our employees are experts in the employee experience, workforce communications and technology. 
Joining Firstup means joining a movement to make work better for every worker. As the world’s first intelligent communication platform, Firstup meaningfully engages employees at every moment from hire to retire, and delivers engagement insights to help companies support, promote and retain their talent. Our movement has taken root and is evident in our world-class customer base. Now we need your help. Ready to make a difference in the world?

Our Values

Every employee is an owner with responsibility and credit for our progress.
Leadership is in our build and we see change as a catalyst for improvement.
We win as a team, committed to help our coworkers and customers thrive.


As a Sr. Customer Success Manager at Firstup, you will play a pivotal role in managing and nurturing a portfolio of 25-30 high-engagement customers. This position is an integral part of Firstup’s long-term relationship with its global Enterprise customers. Your primary responsibility will be to ensure customer advocacy / satisfaction, drive adoption, and foster long-term partnerships that lead to retention and growth. You will leverage your expertise in customer success, project management, and industry best practices to deliver exceptional results and drive customer value.

Responsibilities

  • Customer Management & Engagement: 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.  
  • Retention & Growth: 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. 
  • Customer Journey Management:.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.
  • Communication & Follow-Up: Maintain regular, proactive communication with customers and Firstup leadership, providing updates, gathering feedback, and addressing any concerns. 
  • Risk Management: 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. 
  • Customer Advocacy: Develop strong customer relationships and act as a customer advocate within Firstup, providing insights to product and leadership teams.
  • Reporting: Track and report on key customer success metrics, including customer health, satisfaction, and retention.

    • You May Have

  • 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 and prior experience supporting renewal and expansion processes.
  • Proven experience using a Customer Success Management Platform like Planhat, Churnzero or Gainsight.
  • Relevant experience with Customer Success best practices.
  • Strong communication skills, with the ability to clearly articulate the needs of the customer and resolve both short and long-term issues. 
  • Strong follow-up and multi-tasking skills, ensuring that customer needs and expectations are consistently met.
  • Strong project management experience, with the ability to lead and manage multiple projects simultaneously.
  • Ability to work in a dynamic environment and collaborate internally with multiple teams.
  • Strong problem-solving skills, with a proactive and solutions-oriented mindset.
  • Nice to have - operational knowledge of internal communication and HR technology domains including Intranets, HRIS like Workday, Peoplesoft and other systems like SSO. 
    • Firstup expects the base salary for this role to be between $100,000-$135,000. The starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.
     

    Why Firstup?
     
    Because you care - about people, the work you do, and the connections you make. Work is such a large part of life; it only makes sense to make it awesome.
     
    If you want to engage brilliant minds in a high-growth and inclusive environment where ideas are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you thrive on ambiguity, are hungry for a challenge, and have the guts to speak your mind, you could be a perfect fit.
     
    We offer an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth – both personally and professionally.
     
    Firstup is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.


    #LI-TM1
    #LI-Remote

    • To improve the employee experience at every moment that matters, large and small.

    • To make work better for every worker.

      • Every employee is an owner
      • Leadership is in our build
      • We win as a team
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    Working at Firstup

    Overall Culture Score

    4.8/5

    CEO Score

    Bill Schuh
    Top
    5%

    Bill Schuh
    Top 5% of Similar Sized Companies on Comparably

    Awards

    Reviews from current employees

    The leadership team is transparent and communicative
    The comp plan is competitive
    I have an amazing team!

    Diversity at Firstup

    Top 10%

    Gender Score

    As rated by current employees on Comparably

    Top 10%

    Diversity Score

    As rated by current employees on Comparably

    Perks and Benefits

    Health & Wellness
    Dental Insurance
    Vision Insurance
    Health Insurance
    Life Insurance
    Paid Time Off
    PTO / Vacation Policy
    Paid Holidays
    Maternity / Paternity Leave
    Financial Benefits
    401K / Retirement Plan
    Performance Bonus
    Office Perks
    Legal Assistance
    Unique Office Space
    Company Social Outings
    Work From Home Policy

    eNPS

    71
    eNPS Score
    76%Promoters
    19%Passive
    5%Detractors

    Firstup's Employee Net Promoter Score (eNPS) is 71, as rated by 64 employees. This means 76% of Firstup employees would encourage their friends to become coworkers today.

    5 Cool Reasons to Work at Firstup

    1. Join us to create. Be a part of the workforce transforming the employee experience.
    2. We are the communication pipeline for the world! 40 of the Fortune 100 companies use Firstups's platform.
    3. As the experts in workforce comms, Firstup employees are creating change and having fun doing it!
    4. We strive daily to weave DEIB into our culture through our processes, people and decision-making.
    5. We offer world-class benefits, including our "Fruity Umbrella Drink Bonus." You get paid to take a vacation.