About:
- Develop, manage, support, and grow a team of CSMs and ensure they have the knowledge, tools, and processes in order to service our customers and grow their careers in a rapidly growing SaaS company.
- Motivate and manage the team to achieve customer onboarding, adoption, retention, and expansion goals.
- Ensure your team is engaging strategically with their customers and help prioritize their activities to drive value realization.
- Forecast renewals and expansion, and predict customer health.
- Meet or exceed Gross and Net Retention targets.
- Drive KPIs/success criteria, measure results, and report outcomes to senior stakeholders.
- Provide guidance in account planning and renewal strategy development.
- Measure and make process improvements to improve customer and CSM experience for Onboarding, Adoption, Retention, and Expansion.
- Lead the identification, deployment, and adoption of critical processes and tools.
- Works on complex issues that are not always clearly defined, aligning business objectives with functional plans and outcomes.
- Identify strategies and assets to create a scalable team that delivers and enables positive business outcomes and customer value creation.
- Develop and/or optimize the Customer Journey to ensure customer satisfaction and long-term retention.
- Partner with Marketing, Product, Support, Professional Services, and Sales to create a positive customer journey that delights customers, improves customer satisfaction, inspires referrals, and guides account growth.
- Engage with Senior Leadership to present cohesive strategies and measurable outcomes to gain agreement and budget.
Experience:
- 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.
- 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.
Salary and Perks:
Pay range: $70K - $113K
- Excellent PTO program
- Great health benefits
- Casual and friendly environment
- Remote work
- Leadership team that supports personal and professional growth
About Firstup:
A personalized experience for every employee.
