Customer Success Manager

About Firstbase

Remote work is the biggest workplace revolution in history. Nothing will deliver a higher quality of life upgrade in the next decade. The biggest challenge is in providing the infrastructure that makes going remote easy for companies and Firstbase is delivering this core infrastructure that makes remote and hybrid work possible and sustainable for companies around the world.

Today, we serve both workers and businesses by doing two things: we give businesses the ability to instantly support remote workers with all the physical goods they need to do great work and we give workers the ability to pick and choose what they need for their unique circumstances, then return it when they leave. We’re already working with some of the world’s most interesting companies and delivering service in dozens of countries. That said, it’s still early and there’s much to build, you’ll start with the benefit of momentum and have a broad opportunity to shape the future of our business.

About the Position

Our Customer Success team are responsible for managing and growing our largest customer accounts. As a CSM you will act as an advocate for a portfolio of customer accounts and are committed to helping them achieve a high level of satisfaction of the Firstbase platform and service in overcoming their employee onboarding and offboarding challenges, and working closely to identify further untapped growth potential within our account base.

You have experience of dealing with large numbers of customers, are organized, motivated and a great problem solver. You excel in building relationships both with Customers and internal stakeholders to get things done.

This is a remote position that can be done from anywhere in the US but you will be expected to manage projects across global time zones.

You Key Responsibilities will include but are not limited to:

• Client Onboarding : Work closely with our Onboarding Team to actively transition a customer into healthy adoption and consistent support process
• Establish consultative and trusted relationships with customers maintaining regular cadence of meetings and timely response to customer queries.
• Ensure customer expectations are exceeded consistently
• Drive planning sessions to ensure customer is able to fully leverage Firstbase to meet their operational goals
• Own and drive renewal discussions and in partnership with our Account Executives drive upsell opportunities within Firstbase’s existing customer base and your assigned customer portfolio to maximize retention rates.
• Conduct quarterly business reviews with key customers to address key challenges and proactively plan upcoming events.
• Elicit customer feedback on product to then act as internal advocate for our customers internally to help improve NPS.
• Communicate regularly with the customer to evaluate satisfaction and escalate any areas of concern
• Develop best practices and process strategies that can be shared across the team 

What We’re Looking For:

• You’re an enthusiastic individual who is a self-starter, strong in execution and used to working in a remote working set up.
• You are equally hands-on in technology and can comfortably self-learn to become an expert in the platform.
• You’re motivated by the velocity and ambiguity of an early-stage startup, and you’re eager to contribute to help us constantly improve as we grow.
• You are passionate about Firstbase’s mission and the future of work. 

Role Requirements:

• BA/BS degree or similar university level education; in lieu of degree, relevant skills or equivalent experience
• 2-5 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, dynamic environment.
• Die hard drive to make customers successful
• Flexible to work with a distributed team across the US and Europe.