Lead Clinical Specialist, CRM
Abbott
Director, Customer Success
Firstup
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $70,000 - $113,000 per year
Job Level
Lead
About the role
- At Firstup, improve the employee experience; serve as communication pipeline for global workforce
- Lead Director, Customer Success for long-term customer relationships with global customers and Fortune 500 clients
- Build, coach, and grow a team of CSMs; drive onboarding, adoption, retention, and expansion goals
- Forecast renewals and expansion; meet Gross and Net Retention targets and KPIs
- Partner cross-functionally with Marketing, Product, Support, Professional Services, and Sales to optimize customer journey
- Drive platform adoption, CSAT, NPS, and measurable customer outcomes
Requirements
- Bachelor’s Degree in Business Administration or similar field of study, or commensurate experience required.
- Fifteen or more years of experience in customer-facing roles in Customer Success, Professional Services, and/or Customer Support.
- Five or more years of leadership experience in a CSM team at a B2B SaaS company.
- In-depth experience with Onboarding, Renewals, Expansion processes, and tracking.
- A strong communicator who can articulate the needs of the customer and resolve both short and long-term issues.
- Experience creating reports, analyzing data trends, and following forecasting processes.
- Experience working with customer relationship management tools and case management solutions (Planhat/Salesforce) required.
