Firstup

Director, Customer Success

Firstup

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $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.