Customer Success Manager (UK)

Guide assigned customers through the customer journey, ensuring that they are on track to meet predefined milestones and positive business outcomes. Collaborate with customers to create actionable plans and prescriptive tasks, providing guidance and support throughout the journey. Monitor customer progress and health for triggers indicating potential deviations from the journey goals or risk of churn. Execute predefined plays in response to specific triggers, such as proactive outreach, additional training, or escalation to internal teams, to mitigate risks and realign customers toward success. Work closely with internal teams (e.g., Support, Engineering, and Product) to coordinate customer activities and ensure a seamless experience throughout the journey. Escalate and manage complex customer issues, facilitating resolution and ensuring customer satisfaction.Partner with Business Value Consultants to iterate on the blueprint for success, evolving business objectives, and actionable steps throughout the customer journey. Provide ongoing education and enablement to empower customers to leverage Firstup to its fullest potential, driving long-term success and maximal value. Work to ensure high customer satisfaction, health, and overall success to drive renewals and positively impact the Gross Retention Rate (GRR). Coordinate with the Account Management team to facilitate smooth renewals and identify expansion opportunities, fostering long-term customer relationships and loyalty.