--- title: 'Customer Success Manager (UK) at Firstup' canonical: 'https://feeny.ai/job/customer-success-manager-uk-firstup-united-kingdom-yswcq9tmtepw' type: 'job' last_seen: '2026-09-17' --- # Customer Success Manager (UK) at Firstup - **Company:** Firstup - **Location:** United Kingdom - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-08-07 - **Last confirmed live:** 2026-09-17 - **Apply:** https://jobs.lever.co/firstup/e8541919-a5a2-43e5-bfee-9dd1bb45bb8e ## Job description ## 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? The Customer Success Manager position is an integral part of Firstup’s long-term relationship with its global Enterprise 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. ## Responsibilities - Guided Customer Journey Management: 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. - Trigger Response and Play Execution: 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. - Cross-functional collaboration and Account Risk Escalation Management: 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. - Value Optimization and Customer Enablement: 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. - Renewal Rate Focus: 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. You May Have - Bachelor’s Degree in Business Administration, Communications, or similar field of study, 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 including Microsoft 365, Sharepoint, Teams, Intranets, HRIS like Workday, PeopleSoft, and other systems like SSO. - Demonstrated ability to manage individual and engagement-wide scope of work. - Prior experience successfully supporting customers with onboarding, renewals, and expansion processes. - A proven track record of meeting with senior management and executives as the subject matter expert. - A strong communicator who can articulate the needs of the customer and resolve both short and long-term issues - Ability to collaborate internally with multiple teams and be the voice of the customer. - Strong project management skills and proven ability to execute against a defined methodology and deliver projects within scope, budget, and timeline. 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 Firstup ## Company Overview - **One-liner**: Firstup provides an intelligent communication platform that helps large organizations engage, inform, and activate their workforce through personalized, multi-channel messaging. - **Entity Type**: Private (Series D; total funding $114.8M) - **Headquarters**: San Francisco, California, United States - **Founded**: 2008 - **Founders**: Greg Shove and Nicole Alvino ## Core Business - **Primary industry**: Workforce communications and employee experience software - **Target customers**: Large enterprises with deskless/frontline workers (healthcare, manufacturing, distribution, retail, aviation, etc.) - **Mission/purpose**: "Empower organizations to put their people first" by cutting through communication noise and driving measurable business outcomes. ## Products & Services - **[Firstup Intelligent Communication Platform](https://firstup.io)**: A unified SaaS platform that enables hyper-personalized employee journeys, automated campaigns, and real-time engagement analytics. Includes: - **Employee App**: Mobile-first communication for deskless workers. - **Employee Intranet**: Centralized personalized workspace. - **Employee Email**: Intelligent timing and targeting to break through inbox clutter. - **Digital Signage**: Targeted messages for break rooms and common areas. - **Integrations**: Seamlessly connects with Microsoft, Workday, ServiceNow, and other HR/IT tools. ## Market Standing - **Valuation**: Not publicly disclosed (private company) - **Key Metric**: Annual revenue estimated at $100M (LinkedIn data) - **Total Funding**: $114.8M across 6 rounds, including: - Series D (2016): $25M led by Akkadian Ventures - Series E (2018): $10M led by DTCP - Earlier rounds from Rembrandt Venture Partners and others - **Notable Investors/Partners**: Akkadian Ventures, Rembrandt Venture Partners, DTCP; integrations with Microsoft, Workday, ServiceNow - **Growth Signals**: - Named a **Leader in the 2025 Gartner® Magic Quadrant™ for Intranet Packaged Solutions** - Case study: Swissport unified 45,000 employees across 300 airports with 75% frontline engagement - Case study: Southern Company Gas saved 91K hours and $3.9M - LinkedIn followers grew **101.3% year-over-year** (37,672 followers as of late 2025) ## Competitive Advantages - **AI-powered personalization**: Automates targeted, role-based communication across channels (mobile, email, intranet, signage). - **Frontline-first focus**: Designed specifically for deskless and shift workers, a large underserved segment. - **Proven ROI**: Forrester TEI study quantified improvements in frontline retention, productivity, and safety for a 10,000-employee organization. - **Deep integrations**: Native connections with major enterprise platforms (Microsoft, Workday, ServiceNow) reduce friction. ## Strategic Focus - **AI as a core differentiator**: "AI that works as hard as your workforce" – providing virtual assistants for employees, content creation tools for communicators, and analytics for leaders. - **Expanding in healthcare, manufacturing, and retail** verticals where frontline communication is critical. - **Continued international growth** (offices in London, presence across 8 countries). ## Why Work Here - **Culture & values**: Emphasizes innovation, accountability, transparency, teamwork, and speed. "Be real" (fact-based, authentic feedback) and "operate with pace and urgency." - **Remote/hybrid policy**: Mix of remote-first roles (e.g., UK-based Software Engineer) and hybrid roles (e.g., Chicago Sales Development Representative). Headquarters in San Francisco. - **Benefits**: Paid volunteer days, donation matching program, and a focus on "community" both inside and outside the company. - **Engineering environment**: Roles for fullstack, frontend, mobile UX, and cloud operations; uses AI tools in hiring process. - **Headcount**: Approximately 194–300 employees (conflicting reports: LinkedIn shows 194 with -3.9% YoY decline; Wikipedia states 300). Distributed across 8 countries. ## Sources 1. [firstup.io](https://firstup.io) 2. [Firstup Careers](https://firstup.io/careers/) 3. [LinkedIn Company Page](https://www.linkedin.com/company/firstup-io) 4. [Wikipedia](https://en.wikipedia.org/wiki/Firstup) ## Other roles at Firstup - [Senior Data Engineer](https://feeny.ai/job/senior-data-engineer-firstup-london-ssss4cdw12rj) — London, United Kingdom - [Service Consultant](https://feeny.ai/job/service-consultant-firstup-united-kingdom-kzhyj1c65mge) — United Kingdom - [Technical Support Engineer](https://feeny.ai/job/technical-support-engineer-firstup-united-states-bc6wp1wyj68c) — United States - [Account Manager](https://feeny.ai/job/account-manager-firstup-united-states-8r0nss6eh3wf) — United States - [Revenue Analytics & Planning Manager](https://feeny.ai/job/revenue-analytics-planning-manager-firstup-united-states-e87cb71x9fcw) — United States - [Software Engineer, Fullstack (UK)](https://feeny.ai/job/software-engineer-fullstack-uk-firstup-united-kingdom-pk5e9ekqk821) — United Kingdom - [Manager, GTM Systems](https://feeny.ai/job/manager-gtm-systems-firstup-united-states-h84kz3tddrrh) — United States - [Sr. Software Engineer, Fullstack (UK)](https://feeny.ai/job/sr-software-engineer-fullstack-uk-firstup-united-kingdom-ahxxd8yqbfxv) — United Kingdom - [Sr. Software Engineer, Frontend](https://feeny.ai/job/sr-software-engineer-frontend-firstup-united-kingdom-gv0zbn7d5cwp) — United Kingdom