Sr. Customer Success Manager

Catchafire is an online platform that connects nonprofits with professionals and helps communities access skills and resources. The Senior Customer Success Manager will manage a portfolio of customers, serve as a trusted product advisor, and drive renewals, expansions, upsells, and retention. The role also involves customer reporting, business reviews, cross-functional collaboration, account research, and mentoring other customer success managers.

Responsibilities:

• Build and maintain strong relationships and serve as a trusted advisor to a portfolio of 15 to 25 customers
• Own net revenue retention (NRR) and gross retention targets for your portfolio, maintaining accurate renewal forecasts in the CRM and driving growth through renewals, expansions, and upsells
• Draft detailed account plans that map out customer goals, and growth opportunities and ensure clear and direct management of the customer lifecycle
• Monitor customer health scores and engagement using internal dashboards to proactively identify at-risk clients and establish retention and success plans
• Be proactive and agile in addressing customer needs, anticipating potential challenges, and adapting quickly to changing conditions
• Act both as a Catchafire product expert and as a customer advocate by analyzing customer feedback, and collaborating cross-functionally with Platform, Sales, and Marketing to contribute to product enhancements and drive customer outcomes
• Provide comprehensive reporting and data-driven insights to customers on usage trends, end-user satisfaction feedback, and engagement levels
• Lead monthly/quarterly business reviews with client stakeholders to demonstrate ROI, reinforce account value, and align on future goals
• Prepare and conduct internal quarterly business reviews with senior leadership to review wins and losses, trends, challenges, and opportunities
• Mentor other CSMs on account planning and renewal strategy, sharing playbooks and best practices across the team
• Conduct research analysis of clients' industries, market trends, and business challenges to identify insights that inform and enhance our product offerings and solutions
• Use AI tools to speed up account research, renewal prep, and reporting, and share what works with the wider CS team as Catchafire scales AI adoption

Requirements:

• •Unfortunately, we are unable to provide sponsorship for employment at this time.•
• •You must have a passion for working with customers
• • 5 - 7+ years of work experience in customer-facing or account management roles
• • Quota-carrying experience with successful renewal and upsell/cross-sell attainment (minimum of $2.5m in annual quota)
• • Experience managing complex, multi-stakeholder projects
• • Experience managing relationships with senior-level stakeholders
• • Desire to expand knowledge of and become an expert in the social impact space
• • Experience working in a CRM or customer success platform (such as Salesforce, Gainsight, or HubSpot) to manage renewals and forecast pipeline
• • Trusted advisor: Extensive experience establishing yourself as a trusted advisor with customers
• • Customer-driven: Experience in managing an enterprise-sized client portfolio, with a focus on delivering high-quality service, and building relationships. Experience presenting to executive audiences and articulating value propositions of our products and services. Proactively identifies customer needs and opportunities to maximize value
• • Revenue driver: Proven track record of meeting and exceeding quotas and performance targets related to customer satisfaction, renewal, and revenue growth
• • Business acumen: Proven ability to quickly grasp and clearly explain technical and business concepts, including platform features, and functionality to customers
• • Data analysis: Excellent analytical skills and ability to interpret complex data
• • Project management: Strong project management skills with a focus on process improvements and prioritization of client portfolio. Ability to manage multiple accounts and projects simultaneously
• • Agile: Thrives in a fast-paced and ambiguous environment with limited structure. High attention to detail and willingness to get “in the weeds” to solve a problem. Oriented towards an end goal without needing a defined set of activities to get there
• • Collaborative: Ability to work across different departments and functions in a collaborative manner
• • Takes initiative: Takes ownership of projects and initiatives that address customer challenges and implements solutions with minimal supervision
• • Time zone: This is a full-time, remote, permanent position that may require occasional travel.You will need to be available for calls or meetings during Eastern Time Zone hours
• Catchafire is a remote-first workplace. All roles are remote full-time (unless stated in the job description), with the expectation that the employee is willing and able to travel periodically as deemed necessary and beneficial
• •You are highly organized, an excellent communicator/storyteller, and enjoy the intricacies of working in a fast-paced and ambiguous environment
• Having a deep understanding of the philanthropic sector is preferred but not a must-have
• • Nonprofit fundraising or revenue management experience
• • Experience managing high-touch portfolios of no more than 50 customer accounts