Customer Success Manager

September 20

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Virtuous

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Growing global generosity by helping nonprofits better connect with and inspire their supporters.

Nonprofit CRM • Reporting • Fundraising • Nonprofit Marketing Automation

51 - 200

Description

• We are looking for a Manager of Customer Success to join our growing Customer Success Team. • Report to the Director of Customer Success and lead mid-level Customer Success Managers. • Responsible for revenue retention, expansion, customer product adoption, and overall satisfaction. • Coach your team on managing a book of business and implementing B2B SaaS CS best practices. • Work closely with cross functional leaders for customer experience improvement.

Requirements

• At least 3 years of experience managing a team is required • Management experience in B2B SaaS • Experience managing a quota carrying team • Experience in a professional customer facing role required • Strong Leadership: Proven experience in a customer success or related leadership role. • Customer-Centric Focus: Deep understanding of customer needs and a passion for ensuring their success. • Relationship Building: Strong propensity for relationship building, enjoying forming and maintaining meaningful relationships not only with your team members but also with customers. • Proactive Problem-Solving: Proven ability to identify and address gaps or risks in CSM books of business with the appropriate coaching • Collaborative Mindset: Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and a unified customer-centric approach. • Technical Proficiency: Strong technical acumen to provide product support and guidance to your team through the use of tools, reporting, and data driven customer insights. • Sales Acumen: Ability to coach CSMs on sales tactics and strategies for optimal retention and expansion • Project Management: Organizational skills, with the ability to prioritize effectively along with critical thinking abilities to balance customer needs with Virtuous' objectives. • Proficiency in working with CRMs, email marketing, and other technology. • Thrive in a fast-paced and ever-changing environment where you equally work independently and collaboratively- the ability to juggle multiple processes and prioritize daily is a must.

Benefits

• Market competitive pay leveraging Carta data • Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.) • 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days • We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO • Supportive time off including paid volunteer days and company holidays • Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA). • 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well) • We pride ourselves on Community and host exciting company outings and events.