Remote Client Success Manager

Summary

Join our growing team as a Client Success Manager and play a crucial role in ensuring the success and satisfaction of our funder clients. As a strategic partner, you will work closely with clients to understand their unique needs and challenges, providing seamless onboarding, conducting demonstrations, and building strong relationships.

Requirements

• 3-5 years of related work experience in a client success role (SaaS company experience preferred)
• Deep commitment to JustFund’s mission and values and excitement about working in a fast-paced, startup environment
• Outstanding communication, customer service and relationship building skills
• Outstanding project management and organizational skills, proven ability to juggle multiple projects simultaneously with exceptional attention to detail
• Demonstrated experience working with GoogleSuites, Microsoft Excel, HubSpot, and project management tools and applications such as Monday.com, Zoom, and Slack, etc

Responsibilities

• Manage Client Relationships: Provide high-quality and strategic service delivery to a portfolio of clients
• Training to support a deep understanding of the JustFund platform and client service delivery
• Cultivate strong relationships with clients, listening to their needs, providing best in class service and strategic guidance, tracking impact, and ensuring their overall success
• Manage a seamless and exceptional onboarding experience and customer support journey for clients by using HubSpot and Monday.com to track client engagement and build workflows
• Provide strategic support to clients by educating them on how best to use and leverage the platform, take advantage of new services, and engage with the JustFund community, while troubleshooting issues in a responsive manner
• Maintain accurate client records in Hubspot ensuring client communications are managed in a timely manner
• Draft comprehensive grant summaries, dockets, and analytic reports for quarterly business reviews
• Responsible for the growth of organization by identifying cross-sell opportunities and negotiating all client renewals for assigned portfolio as defined in department KPIs
• Identify opportunities to connect partners and grow JustFund community
• Manage client projects and ensure shared outcomes are met on schedule
• Drive Client Success: Achieve high customer satisfaction through cross-functional collaboration
• Identify user needs and take proactive steps to ensure positive customer satisfaction
• Track, document, and analyze user behavior and feedback, including positive recognition and suggestions for improvement
• Identify, develop, and maintain resources such as how-to videos, frequently asked questions, tips and tricks, onboarding guides, webinars and trainings, and other helpful materials
• Work with the Product team to track technical issues, propose and support the development of feature updates, and implement improved protocols to enhance user experience
• Stay abreast of industry trends and technology and explore opportunities to implement findings within JustFund’s current processes

Benefits

• Fully remote work environment
• Medical, vision, and dental insurance
• 401k plan with employer contribution
• Paid time off (including 15 days of vacation for first year employees, 13 holidays, and 15 days of sick time, 3 personal days)
• Access to additional health services such as One Medical, Teladoc, TalkSpace and KindBody
• Two weeks of annual company-wide office closures for mental health and restoration
• Wellness stipend
• Home office equipment allowance
• Cell phone and internet stipend
• Professional development stipend and access to professional development opportunities
• Company retreats to connect with colleagues