Customer Success Manager
New
F
FirstupB2B SaaS
Remote - UKFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Three or more years
- Required Skills
- Project ManagementSharePointCustomer SuccessWorkday
Requirements
- Bachelor’s degree in Business Administration, Communications, or commensurate professional experience.
- Three or more years of experience in customer-facing roles in Customer Success or Professional Services within a B2B SaaS company.
- Operational knowledge of internal communication and HR technology domains.
- Familiarity with Microsoft 365, SharePoint, Teams, Intranets, and HRIS systems like Workday or PeopleSoft.
- Understanding of SSO systems.
- Demonstrated ability to manage individual and engagement-wide scope of work.
- Prior experience successfully supporting customers with onboarding, renewals, and expansion processes.
- Proven track record of meeting with senior management and executives as a subject matter expert.
- Strong communication skills with the ability to resolve short and long-term issues.
- Strong project management skills with the ability to execute against a defined methodology.
Responsibilities
- Guide assigned customers through the customer journey to meet predefined milestones and positive business outcomes.
- Monitor customer progress and health to identify risks of churn or deviations from goals.
- Execute predefined plays to mitigate risks and realign customers toward success.
- Collaborate with internal teams like Support, Engineering, and Product to ensure a seamless customer experience.
- Partner with Business Value Consultants to evolve business objectives and provide ongoing customer education.
- Drive renewal rates and collaborate with Account Management to identify expansion opportunities.
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