Enterprise Customer Success Manager

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

📋 Description

• Report directly to the Manager of Enterprise Customer Success

• Oversee product adoption, usage, and overall satisfaction for our largest and most strategic clients

• Act as the main point of contact for nonprofit clients throughout their entire customer journey

• Build and nurture multi-threaded relationships with key stakeholders

• Anticipate customer needs and proactively resolve any issues that arise

• Identify opportunities for organic upselling and cross-selling

• Champion Virtuous and generate enthusiasm around product launches and updates

• Collaborate with teams across customer success, sales, support, product, marketing, and revenue enablement

• Provide strategic product support and offer guidance on best practices

• Navigate complex customer issues and manage resolution strategies to completion

• Recognize potential challenges and create cost-saving solutions

• Own the customer renewal and upsell processes from initial outreach to contract closure

• Conduct strategic negotiations and formulate pricing strategies that fulfill customer needs while maximizing revenue

⛳️ Requirements

• Comprehensive understanding of customer needs and a commitment to ensuring success with Virtuous products

• Hands-on experience working with nonprofit clients in a B2B SaaS context

• Familiarity with nonprofit operations and fundraising mechanisms

• Strong ability to build and maintain relationships

• Demonstrated capability to proactively identify and address customer issues

• Effective collaboration skills with cross-functional teams

• Solid technical knowledge for providing product support and guidance

• Ability to spot upsell and cross-sell opportunities

• Excellent organizational, prioritization, and critical-thinking skills

• Proficient in using CRMs, email marketing tools, and other relevant technologies

🏝️ Benefits

• Competitive market pay based on Carta data

• Employee recognition through Bonusly for birthdays, anniversaries, and achievements

• 401(k) retirement plan with company matching—50% match up to 6% of compensation after 90 days

• Unlimited paid time off (PTO)

• Paid volunteer days and company holidays

• Employer-contributed medical, dental, and vision benefits

• Healthcare plans available for dependents

• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)

• 12 weeks of primary parent leave at full pay, including for adoption

• 4 weeks of secondary parent leave at full pay, including for adoption

• Company outings and events