Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main contact and trusted advisor for a designated portfolio of MIP clients and channel partners.

• Conduct regular business reviews (QBRs/EBRs) to evaluate client health, enhance product adoption, and align on success milestones.

• Monitor account health metrics, including usage statistics, support trends, and renewal risks, while formulating mitigation strategies.

• Establish and maintain relationships with financial leaders, IT professionals, and executive sponsors.

• Take ownership of renewal outcomes and strive to meet or surpass Gross Revenue Retention targets.

• Identify and cultivate expansion opportunities, such as upselling MIP modules, Accounting, Fundraising products, and professional services.

• Promote the adoption of SaaS offerings by linking product features to client business outcomes.

• Project revenue for the assigned portfolio utilizing Salesforce and business intelligence tools.

• Oversee the complete sales cycle for expansion opportunities within existing accounts.

• Collaborate with channel partners on joint forecasting, co-selling initiatives, and escalation management.

• Work with partners to ensure smooth client experiences and consistent fulfillment of Momentive commitments.

• Act as an escalation point for partner-managed accounts when client satisfaction is at risk.

• Collaborate with Sales, Product, Support, and Implementation teams to achieve customer satisfaction objectives.

• Maintain precise records of client interactions, opportunities, and account plans in Salesforce.

• Relay client feedback and market trends internally to guide product roadmaps and service enhancements.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor's degree in Business, Accounting, Nonprofit Management, or a related field — or equivalent work experience.

• 3+ years of experience in account management, client success, or B2B sales with a demonstrable record of retention and/or revenue growth.

• Must possess CRM experience (Salesforce preferred), including maintaining pipeline, forecasting, and account health metrics.

• Strong comprehension of SaaS business models and subscription renewal cycles.

• Exceptional communication, presentation, and stakeholder influence skills — comfortable engaging with individuals from end-users to the C-suite.

• Proven ability to manage a large account portfolio with excellent organizational skills and attention to detail.

• Experience working with or within channel partner environments.

• Preferred: Familiarity with MIP Fund Accounting, Sage Intacct, or other nonprofit/government fund accounting software.

• Preferred: Background knowledge or experience in the nonprofit or government sector and fund accounting concepts.

• Preferred: Acquaintance with customer success platforms (e.g., Gainsight, Totango, ChurnZero).

• Eligibility to work in the United States without sponsorship.

• Minimum age of 18.

• Required to confirm identity and complete the necessary employment eligibility verification form upon hire.

🏝️ Benefits

• Medical, Dental & Vision Benefits.

• 401(k) Savings Plan with Company Match.

• Flexible Planned Paid Time Off.

• Generous Sick Leave.

• Inclusive & Welcoming Environment.

• Purpose-Driven Culture.

• Work-Life Balance.

• Commitment to Community Involvement.

• Employer-Paid Parental Leave.

• Employer-Paid Short-Term Disability.

• Remote Work Flexibility.