Customer Success Manager

Role Overview

• Building and managing the customer retention experience
• Manage the customer retention strategy end-to-end
• Own the customer satisfaction tracking systems
• Coordinate with the VP of Customer Success
• Identify at-risk customers early using health and usage data
• Meet directly with at-risk customers to understand pain points
• Conduct follow-up calls and surveys with new customers
• Own back-to-base sales to existing customers
• Identify opportunities for Technical Assistance and Training contracts

Requirements

• At least 3 years of professional experience in Customer Success or Support related roles
• Sound professional judgment in customer-facing situations
• Demonstrated ability to own and drive a customer retention process in a SaaS or software environment
• Strong understanding of customer success principles
• Experience contributing to repeatable processes and executing defined processes
• Comfortable carrying a commercial responsibility
• Excellent written and verbal communication skills
• Comfortable analyzing usage and satisfaction data
• Highly organized and proactive
• Familiarity with nonprofit organizations and their data and reporting needs
• Collaborative and effective working cross-functionally

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development