Client Success Manager

Summary

Join JustFund, the nation’s first common grant application platform, as a mission-driven Client Success Manager! In this crucial role, you will ensure the success and satisfaction of our funder clients by providing seamless onboarding, conducting platform demonstrations, and building strong relationships. You will also support partners through grant cycle management, ensuring smooth and timely processes. The ideal candidate is a skilled relationship builder and project manager with experience or interest in the tech for good space. This remote, US-based position reports to the Director of Customer Experience and involves regular interaction with team members across multiple time zones. JustFund offers a competitive total compensation package and a comprehensive benefits package designed to promote wellness and work-life balance.

Requirements

• Deep commitment to JustFund’s mission and values and excitement about working in a fast-paced, startup environment that thrives on innovation and adaptability
• 3-5 years of related work experience in a client success role; SaaS company experience required, tech for good experience strongly preferred
• 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 Zoom, and Slack, etc
• Ability to travel 1-2 times per year for staff retreats

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 to track client engagement
• Provide strategic support to clients by educating them on how best to use and leverage the platform and take advantage of new services while troubleshooting technical issues in a responsive manner
• Maintain accurate client records in Hubspot to escalate issues as they arise and ensure 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 the organization by identifying upsell and 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
• 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, 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
• Other job-related duties as assigned

Preferred Qualifications

• Knowledge of the social good community, which includes nonprofits, foundations, corporations, and individual donors a plus
• Experience working in philanthropy or in grants management software is a plus

Benefits

• Fully remote work environment
• Multiple medical, vision, and dental insurance options including options for 100% JustFund paid premiums for employees
• Paid time off: 15 days of vacation for first year employees, 13 holidays, 15 days of sick time, 3 personal days
• 401(k) account with 3% employer contribution
• FSA
• HSA with employer contribution
• Parental leave: 16 weeks paid leave
• 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
• Quarterly wellness incentive
• Company provided Mac laptop
• Home office set up reimbursement
• Cell phone and internet reimbursement
• Annual professional development funds and access to professional development opportunities
• Company retreats to connect with colleagues