Director - Customer Success
Who We Are
At Firstup, our mission is to improve the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we now serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily.
Our employees are experts in the employee experience, workforce communications and technology.
Joining Firstup means joining a movement to make work better for every worker. As the world’s first intelligent communication platform, Firstup meaningfully engages employees at every moment from hire to retire, and delivers engagement insights to help companies support, promote and retain their talent. Our movement has taken root and is evident in our world-class customer base. Now we need your help. Ready to make a difference in the world?
Our Values
Every employee is an owner with responsibility and credit for our progress.
Leadership is in our build and we see change as a catalyst for improvement.
We win as a team, committed to help our coworkers and customers thrive.
Job Summary:
The Director, Customer Success position is an integral part of Firstup’s long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team, you must have the passion and desire to work in an entrepreneurial and fast-paced environment.
The Director, Customer Success has extensive experience in working with large customers (Fortune 500) in both proactive and reactive manners, participating in and driving cross-functional programs focused on improving customer experience, and has a proven track record for coaching and advancing their team to high standards of excellence. This leader has a passion for solving problems, is devoted to operational and engagement improvements, and is committed to developing the skills of their team. If you are someone who is excited to lead strategy as well as roll up your sleeves and contribute to the team's goals and evolution, then this may be the role for you!
Key Outcomes
Achieve and sustain key business and financial outcomes
93%+ Gross Revenue Retention (GRR) and 110%+ Net Revenue Retention (NRR)
Maintain 83%+ ATR renewal rate and ensure 100% on-time renewals, with 33% early renewal rate.
Reduce at-risk ARR to <15% through proactive risk mitigation and escalation practices.
Drive exceptional customer experience, adoption, and time to value
Drive platform adoption and expansion, with 80%+ customer utilization of key features and workflows.
Consistently deliver 4.7+ CSAT and strong NPS through impactful, measurable customer outcomes. Deliver measurable efficiency gains across the customer org (target: 20%+ productivity improvement), driven by process optimization, automation, and AI-informed workflows.
Act as a key voice of the customer at the ELT level, influencing the product roadmap, services model, and go-to-market strategy. Identify and communicate unmet customer needs and market trends based on usage data, service feedback, and direct customer interaction.
Responsibilities
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. This includes, but is not limited to, role modeling via customer engagement, shadowing your team, attending team Business Reviews, reviewing all Success Commitments, and assisting the team in executing against the success methodology.
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, and is able to align 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.
Able to independently engage with Senior Leadership to present cohesive strategies and measurable outcomes in order to gain agreement and budget.
Minimum Qualifications
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.
Firstup expects the base salary for this role to be between $70,000-$113,000. The starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.
Why Firstup?
Because you care - about people, the work you do, and the connections you make. Work is such a large part of life; it only makes sense to make it awesome.
If you want to engage brilliant minds in a high-growth and inclusive environment where ideas are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you thrive on ambiguity, are hungry for a challenge, and have the guts to speak your mind, you could be a perfect fit.
We offer an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth – both personally and professionally.
Firstup is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.
#LI-TM1
#LI-Remote
About the job
Apply for this position
Director - Customer Success
Who We Are
At Firstup, our mission is to improve the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we now serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily.
Our employees are experts in the employee experience, workforce communications and technology.
Joining Firstup means joining a movement to make work better for every worker. As the world’s first intelligent communication platform, Firstup meaningfully engages employees at every moment from hire to retire, and delivers engagement insights to help companies support, promote and retain their talent. Our movement has taken root and is evident in our world-class customer base. Now we need your help. Ready to make a difference in the world?
Our Values
Every employee is an owner with responsibility and credit for our progress.
Leadership is in our build and we see change as a catalyst for improvement.
We win as a team, committed to help our coworkers and customers thrive.
Job Summary:
The Director, Customer Success position is an integral part of Firstup’s long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team, you must have the passion and desire to work in an entrepreneurial and fast-paced environment.
The Director, Customer Success has extensive experience in working with large customers (Fortune 500) in both proactive and reactive manners, participating in and driving cross-functional programs focused on improving customer experience, and has a proven track record for coaching and advancing their team to high standards of excellence. This leader has a passion for solving problems, is devoted to operational and engagement improvements, and is committed to developing the skills of their team. If you are someone who is excited to lead strategy as well as roll up your sleeves and contribute to the team's goals and evolution, then this may be the role for you!
Key Outcomes
Achieve and sustain key business and financial outcomes
93%+ Gross Revenue Retention (GRR) and 110%+ Net Revenue Retention (NRR)
Maintain 83%+ ATR renewal rate and ensure 100% on-time renewals, with 33% early renewal rate.
Reduce at-risk ARR to <15% through proactive risk mitigation and escalation practices.
Drive exceptional customer experience, adoption, and time to value
Drive platform adoption and expansion, with 80%+ customer utilization of key features and workflows.
Consistently deliver 4.7+ CSAT and strong NPS through impactful, measurable customer outcomes. Deliver measurable efficiency gains across the customer org (target: 20%+ productivity improvement), driven by process optimization, automation, and AI-informed workflows.
Act as a key voice of the customer at the ELT level, influencing the product roadmap, services model, and go-to-market strategy. Identify and communicate unmet customer needs and market trends based on usage data, service feedback, and direct customer interaction.
Responsibilities
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. This includes, but is not limited to, role modeling via customer engagement, shadowing your team, attending team Business Reviews, reviewing all Success Commitments, and assisting the team in executing against the success methodology.
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, and is able to align 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.
Able to independently engage with Senior Leadership to present cohesive strategies and measurable outcomes in order to gain agreement and budget.
Minimum Qualifications
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.
Firstup expects the base salary for this role to be between $70,000-$113,000. The starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.
Why Firstup?
Because you care - about people, the work you do, and the connections you make. Work is such a large part of life; it only makes sense to make it awesome.
If you want to engage brilliant minds in a high-growth and inclusive environment where ideas are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you thrive on ambiguity, are hungry for a challenge, and have the guts to speak your mind, you could be a perfect fit.
We offer an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth – both personally and professionally.
Firstup is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.
#LI-TM1
#LI-Remote