Customer Success Manager

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

📋 Description

• Oversee a portfolio of strategic accounts.

• Become an expert on Feathr products and serve as a strategic advisor.

• Assist customers in utilizing the Feathr application to enhance their marketing initiatives.

• Lead the development and implementation of Joint Success Plans.

• Facilitate multi-threading efforts to establish key stakeholder relationships and reduce risk.

• Support customers in acquiring the skills necessary to independently create and manage campaign strategies.

• Monitor account progress and provide status updates in Salesforce and Planhat.

• Take ownership of the entire renewal process, including contract management, pricing, and expansion.

• Organize and conduct customer Business Reviews, including Quarterly Business Reviews.

• Emphasize customer value and identify risk and growth opportunities.

• Act as a liaison between Feathr and nonprofit clients, offering strategic insights and best practices.

⛳️ Requirements

• A minimum of 3 years of experience in a dedicated Customer Success or B2B SaaS Account Management position focused on customer retention, renewal, and value outcomes.

• At least 2 years of experience in developing, managing, or planning digital marketing campaigns.

• Experience in the nonprofit or association sector is highly preferred.

• Capability to manage changing priorities, escalations, retention risks, and strategic initiatives.

• Ability to maintain a high-level overview of account health and long-term business strategies.

• Proficient in educating customers and promoting the adoption of features and best practices.

• Experience in leading strategic discussions with senior decision-makers and managing end-to-end renewals, including contract negotiations.

• Strong communication skills to convey complex technical concepts to diverse audiences.

• Expertise in marketing and knowledge of evolving marketing best practices.

• Familiarity with Salesforce and Planhat.

• Remote candidates must reside within the United States.

• Preference for candidates located in EST or CST time zones.

• Ability to work during ET/CT hours.

• Must be legally authorized to work in the U.S.

• A reliable home office setup and experience in managing accounts without in-person oversight.

🏝️ Benefits

• Fully Remote.

• Health, dental, and vision insurance.

• Paid vacation, sick leave, and holidays.

• Extended Winter Break.

• Parental Leave.

• Wellness Reimbursement Credit.

• Home Office Stipend.

• Professional Development Budget.

• Office snacks.

• Team gatherings and social events.

• A supportive and motivated Professional Services team.