Customer Success Manager

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

📋 Description

• Guide customers through the onboarding process and ensure complete product adoption in line with fundraising objectives.

• Create customized enablement and customer success plans informed by fundraising strategies, key milestones, and technical environments.

• Recognize and eliminate barriers to adoption, collaborating with internal teams as necessary.

• Conduct regular business reviews with clients and facilitate roadmap discussions.

• Offer well-informed recommendations based on nonprofit fundraising strategies, CRMs, and supportive tools.

• Take ownership of renewal outcomes and achieve strong retention rates.

• Identify and address risks of churn by leveraging customer insights, engagement metrics, and feedback.

• Develop multi-faceted relationships with executive sponsors, daily contacts, marketing teams, and technical stakeholders.

• Build value-driven connections with executive decision-makers.

• Adhere to renewal procedures, including contract documentation and internal transitions.

• Ensure consistent communication with customers and respond swiftly to their inquiries.

• Collaborate with Support, Product, Sales, and other internal teams to achieve customer success.

• Engage thoroughly to resolve customer issues and guarantee timely solutions.

• Provide actionable feedback from customers for product and process enhancements.

• Participate in customer handoffs and internal processes.

• Contribute to team procedures, playbooks, and best practices.

• Share customer insights, experiences, and trends with colleagues.

• Propose and test new ideas to enhance the Customer Success function and overall customer experience.

⛳️ Requirements

• 3–5 years of experience in Customer Success, Account Management, or a similar client-facing position.

• Experience in SaaS or nonprofit technology is preferred.

• Strong grasp of customer lifecycle management, encompassing onboarding, adoption, renewal, and expansion.

• Ability to cultivate relationships across various stakeholder levels, including executive leadership.

• Exceptional communication, organizational, and problem-solving abilities.

• Comfort with navigating technical concepts, integrations, and data-driven discussions.

• Proven capability to manage multiple accounts and priorities with a high level of ownership and accountability.

🏝️ Benefits

• Medical, dental, and vision insurance with a 65% employer contribution towards premiums for employees and their dependents.

• Health savings account with employer contributions or access to a flexible spending account.

• Enrollment in a 401(k) plan.

• Basic life insurance provided.

• Coverage for short-term disability.

• Coverage for long-term disability.

• Access to an Employee Assistance Program.

• Unlimited paid time off for all full-time employees.

• 10 designated company holidays.

• Opportunity to work purposefully in support of nonprofits and mission-driven organizations.

• Significant ownership and visible influence across functions.

• A collaborative culture aligned with our mission.

• Opportunities for learning and continuous improvement.