Senior Customer Success Manager

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

📋 Description

• Develop and nurture robust relationships while acting as a reliable advisor for a portfolio of 15–25 customers.

• Take responsibility for net revenue retention and gross retention goals; ensure precise renewal forecasts in the CRM and promote growth through renewals, expansions, and upsells.

• Create comprehensive account plans that align customer objectives with growth opportunities throughout the customer lifecycle.

• Track customer health scores and engagement to pinpoint at-risk clients and formulate retention and success strategies.

• Proactively address customer needs, foresee challenges, and adjust to evolving circumstances.

• Serve as a Catchafire product specialist and customer advocate by evaluating feedback and partnering with Platform, Sales, and Marketing on product improvements and customer outcomes.

• Deliver customers reporting and insights driven by data on usage patterns, end-user satisfaction, and engagement levels.

• Facilitate monthly/quarterly business reviews with client stakeholders to showcase ROI and align on future objectives.

• Conduct internal quarterly business reviews with senior leadership to discuss successes, setbacks, trends, challenges, and opportunities.

• Guide other Customer Success Managers (CSMs) on account planning and renewal strategies while sharing best practices and playbooks.

• Investigate clients’ industries, market trends, and business challenges to refine product offerings and solutions.

• Utilize AI tools for account research, renewal preparation, and reporting, sharing effective methods with the Customer Success team.

⛳️ Requirements

• 5–7+ years of experience in customer-facing or account management positions.

• Proven track record of achieving quotas with successful renewal and upsell/cross-sell accomplishments, with at least $2.5m in annual quota.

• Experience in managing intricate, multi-stakeholder projects.

• Proficient in maintaining relationships with senior-level stakeholders.

• Enthusiasm for expanding knowledge and becoming an expert in the social impact sector.

• Familiarity with CRM or customer success platforms such as Salesforce, Gainsight, or HubSpot.

• Prior experience in nonprofit fundraising or revenue management is preferred.

• Experience managing high-touch portfolios of no more than 50 customer accounts is preferred.

• A strong passion for engaging with customers.

• Availability for calls or meetings during Eastern Time Zone hours.

• Must not require employment visa sponsorship.

• Excellent analytical skills with the capability to interpret complex data.

• Strong project management abilities.

• Capacity to manage multiple accounts and projects at once.

• Ability to collaborate effectively across various departments.

• Capability to take initiative and implement solutions with minimal oversight.

🏝️ Benefits

• Comprehensive health insurance (80% of premiums covered within the U.S. for the employee and eligible dependents).

• Unlimited paid time off (PTO).

• Parental and family leave.

• Professional development stipend.

• Access to online mental health services.

• Remote full-time work opportunity.

• Occasional travel opportunities or requirements.