Customer Success Manager (UK)

Firstup
United Kingdom
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Communication","Customer focus","Collaboration","Project management","Problem-solving"]

Own guided customer journeys for Firstup’s Enterprise clients, keeping accounts on track toward milestones and positive outcomes. Monitor customer health and trigger playbooks to prevent churn, coordinate with Support, Engineering, and Product, and escalate complex issues to ensure resolution. Partner with Business Value teams to evolve success blueprints, drive enablement, and collaborate on renewals and expansion to improve satisfaction and GRR.

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FursaFursa
Firstup
Firstup
1 day ago

Customer Success Manager (UK)

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Last checked: 2 hours agoStatus: Live

Job Summary

Own guided customer journeys for Firstup’s Enterprise clients, keeping accounts on track toward milestones and positive outcomes. Monitor customer health and trigger playbooks to prevent churn, coordinate with Support, Engineering, and Product, and escalate complex issues to ensure resolution. Partner with Business Value teams to evolve success blueprints, drive enablement, and collaborate on renewals and expansion to improve satisfaction and GRR.
Location: United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Guide assigned customers through their customer journey to achieve predefined milestones and business outcomes.
  • •Monitor customer progress and health, and execute predefined plays in response to triggers to reduce churn risk.
  • •Collaborate cross-functionally with Support, Engineering, and Product; escalate and manage complex issues to ensure satisfaction.
  • •Partner with Business Value to iterate success blueprints and deliver ongoing education and enablement for customers.
  • •Drive renewal readiness and customer health to support renewals and positively impact GRR, coordinating with Account Management for expansion opportunities.

Pay and Benefits

Perks:Paid LeaveHealth InsuranceRemote Work

Key Requirements

  • •Bachelor’s degree in Business Administration, Communications, or similar, or equivalent professional experience.
  • •3+ years of customer-facing experience in Customer Success or Professional Services within a B2B SaaS company.
  • •Operational knowledge of internal communication and HR technology domains, including Microsoft 365, SharePoint, Teams, intranets, and HRIS systems like Workday/PeopleSoft, plus SSO.
  • •Experience managing onboarding, renewals, and expansion processes for customers.
  • •Proven ability to serve as a subject matter expert for senior management and executives and communicate effectively to resolve issues.
Experience:3+ yearsB2B SaaSCustomer successProfessional servicesHR technologyWorkforce communications
Education:
Skills:CommunicationCustomer focusCollaborationProject managementProblem-solving
Tech Stack:Microsoft 365SharePointTeamsIntranetsHRISWorkdayPeopleSoftSSO

Company Brief

Firstup
Provides an employee communication and engagement platform that helps organizations deliver personalized internal communications, measure engagement, and empower frontline and deskless workers through targeted content distribution and analytics.
Industry: HR Tech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
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