INACTIVE
Full-Time
Customer Success Manager
Posted on 4/4/2023
Remote employee equipment lifecycle platform
Hardware
Junior, Mid, Senior
Delaware, USA
Required Skills
Salesforce
Customer Service
Requirements
- BA/BS degree or similar university level education; in lieu of degree, relevant skills or equivalent experience
- 3-5 years of customer relationship management experience, preferably in SaaS
- Track record of success in managing, retaining and growing revenue across a broad book of customer accounts
- Superior customer service and relationship skills
- Strong analytical and problem-solving skills
- Experience working with CRM and/or CS tools (e.g. Salesforce, Gainsight)
- Leadership in developing world class customer presentations/QBR leadership
- Ability to thrive in a fast-paced, sometimes ambiguous environment with tight deadlines
- Die hard drive to make customers successful
Responsibilities
- Full ownership of onboarding experience for new customer and customer contacts
- Transition new customers into the company seamlessly and create consistent process across all customers
- Establish consultative and trusted relationships with customers
- Ensure customer expectations are exceeded consistently
- Drive upsell opportunities within Firstbase's existing customer base and assigned customer portfolio
- Develop best practices and process strategies that can be shared across the team
- Understand customer business goals and anticipate future needs to deliver optimal solutions
- Drive planning sessions to ensure customer is able to fully leverage Firstbase to meet their operational goals
- Conduct quarterly business reviews and check in points with key customers
- Elicit customer feedback on product to then act as internal advocate for our customers
- Communicate regularly with the customer to evaluate satisfaction and escalate any areas of concern
- Own the renewal process end-to-end while maximizing retention outcomes
Firstbase is on a mission to help more companies succeed. Firstbase is building the core infrastructure that makes remote and hybrid work possible and sustainable for companies around the world.
Company Stage
Series B
Total Funding
$65.3M
Headquarters
PECK SLIP, New York
Founded
2019
Growth & Insights
Headcount
6 month growth
↓ -10%1 year growth
↑ 5%2 year growth
↑ 7%Benefits
Competitive salary & equity
Hybrid work environment
21 days of PTO + birthday off
Build your ideal work setup
Health Insurance
Company retreats
Amazing quarterly bonuse
Learning & development
INACTIVE