Enterprise Customer Success Manager

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

📋 Description

• Oversee and maintain Tier 1 and strategic accounts while fostering long-term relationships to guarantee client satisfaction.

• Cultivate strong partnerships with key clients, gaining insight into their mission, market position, and fundraising objectives.

• Champion and enhance the product to drive client revenue and utilization.

• Offer insights and best practices concerning implementation, user experience, and marketing to clients.

• Create systems to effectively and proactively manage a substantial number of accounts.

• Utilize business acumen to prioritize accounts and allocate resources efficiently.

• Leverage data analysis to formulate and execute strategies aimed at revenue optimization.

• Provide recommendations to assist clients in improving their fundraising efforts.

• Deliver support through email, phone, and video conferencing to address client inquiries and resolve issues.

• Collaborate with team members to tackle challenges and ensure top-notch service delivery.

• Engage with managers and executives to establish efficient processes and workflows.

• Document and monitor all customer interactions within HubSpot.

⛳️ Requirements

• Minimum of 3 years of experience serving a nonprofit in capacities such as a volunteer, board member, or employee.

• At least 5 years of experience as a Customer Success Manager within a B2B SaaS business model.

• Demonstrated experience in account management, sales, customer success, or support roles.

• Proficiency in a CRM is essential; familiarity with ClientSuccess or HubSpot is preferred.

• Comfort with data analysis, spreadsheets, and CRMs like ClientSuccess, HubSpot, and Salesforce.

• Capability to learn and utilize various systems to grasp client needs.

• Exceptional written and verbal communication skills.

• Ability to work independently with strong organizational skills and meticulous attention to detail.

• Compassion and empathy towards nonprofits, alongside an understanding of their challenges.

• Bachelor’s degree in a relevant field.

• Experience in formulating strategic account plans focused on risk mitigation and client retention.

• Direct professional experience with nonprofit organizations.

• Fluency in both spoken and written English and French.

• Must be eligible to work in the United States; the employer participates in E-Verify for newly hired U.S. employees.

🏝️ Benefits

• Work fully remote from the comfort of your home.

• Generous time off policy of 21 days (including your birthday 🎉), 8 designated/floating holidays, 2 paid volunteer days, and over 5 sick days (dependent on state).

• Employer-sponsored health insurance plan through TriNet, covering medical (United Healthcare), dental, vision, and life.

• 401(k) retirement plan through TriNet's partner, Empower, with an employer match of up to 4%.

• Reimbursement package for home office expenses and professional development, up to $1.5k.

• Eligibility for an employee equity plan (stock options).

• Wellness program featuring fitness and mindfulness classes.

• Enjoy your work and our mission of supporting nonprofits!