Customer Success Manager

Kindsight is a technology company that supports the education, healthcare, and nonprofit sectors with fundraising tools. The Customer Success Manager will ensure customer satisfaction, retention, and growth by building strong relationships, providing strategic guidance, and maximizing the value customers derive from the company's products.

Responsibilities:

• Build and maintain strong relationships with customers, serving as their trusted advisor and advocate within the company
• Drive customer retention and growth among our customers by understanding their needs and objectives and helping them achieve their desired outcomes and success in their mission
• Proactively monitor customer usage and satisfaction, analyzing data and feedback to identify trends and insights to enable successful adoption of our products
• Maintain a regular cadence of communicating with customers to provide expert coaching to enable them to maximize the value they derive from our products
• Identify opportunities to upsell or cross-sell additional products or services to customers, driving revenue growth
• Identify at-risk customers and develop strategies to mitigate churn, including proactive outreach and intervention
• Create positive experiences for customers that drive a positive Net Promoter Score (NPS)
• Identify opportunities for customers to act as Kindsight advocates to provide testimonials, case studies and references
• Marshall resources across the iWave teams as needed to support customers’ needs
• Represent the voice of the customer to better inform our sales process and product roadmap
• Some travel to conferences and customer sites may be required

Requirements:

• Bachelor's degree in business administration, marketing, communications, or a related field (or equivalent experience)
• 3+ years in Customer Success, Relationship Management, Partner or Account Management in a SaaS environment
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers at all levels
• Strong problem-solving abilities, with a proactive and resourceful approach to addressing customer needs and challenges
• Analytical mindset, comfortable working with data to derive insights and make data-driven decisions
• Curiosity, willingness to learn and ask questions of the customer
• Detail-oriented and organized, with the ability to manage multiple customers and projects simultaneously
• Proven success in driving customer retention and expansion
• Familiarity with Salesforce, Gainsight, MS Office and Google Suite
• Passion for delivering exceptional customer experiences and driving long-term customer success
• Experience working with and a passion for non-profit organizations
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Results-driven mentality, with a bias for speed and action