Customer Success Manager

Summary

Join Virtuous' growing Customer Success Team as a Customer Success Manager, focusing on mid-level customer product adoption and satisfaction. Reporting to the Manager of Customer Success, you will work closely with other Customer Experience teams. Responsibilities include supporting mission-focused organizations, selling upgrades, managing renewals, and serving as the primary customer contact. Leverage your nonprofit expertise and platform knowledge to drive adoption, retention, and expansion. This role requires strong relationship-building skills, technical proficiency, and a proactive problem-solving approach. Candidates with nonprofit fundraising or leadership experience are preferred, and a hybrid or remote work arrangement may be possible.

Requirements

• Customer-Centric Focus: Deep understanding of customer needs and a passion for ensuring their success with Virtuous products
• Previous Nonprofit Experience: 1+ direct experience in the nonprofit sector, understanding how nonprofits operate and fundraise
• Relationship Building: Strong propensity for relationship building, enjoying forming and maintaining meaningful customer relationships
• Proactive Problem-Solving: Proven ability to identify and address customer issues before they escalate, demonstrating a proactive and solution-oriented approach
• Collaborative Mindset: Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and a unified customer-centric approach
• Technical Proficiency: Strong technical acumen to provide product support and guidance
• Sales Acumen: Ability to identify upsell and cross-sell opportunities based on a deep understanding of the client’s use-case and needs
• Project Management: Organizational skills, with the ability to prioritize effectively along with critical thinking abilities to balance customer needs with Virtuous' objectives
• Proficiency in working with CRMs, email marketing, and other technology
• Thrive in a fast-paced and ever-changing environment where you equally work independently and collaboratively- the ability to juggle multiple processes and prioritize daily is a must

Responsibilities

• Customer Relationship Management: Serve as a dedicated point of contact, accompanying customers on their journey from sales closure through the entire lifecycle. Cultivate deep, meaningful multi-threaded relationships, ensuring customer loyalty and trust with all key stakeholders for optimized product adoption
• Proactive Issue Resolution: Anticipate customer issues and proactively address them before they escalate. Your proactive approach distinguishes you from traditional customer service, turning potential problems into opportunities for customers and Virtuous alike
• Account Expansion: Understand each customer’s unique needs, allowing you to suggest innovative solutions that enhance their success with our products. Identify organic upsell opportunities by comprehensively understanding their use-case, ultimately driving business growth
• Advocacy and Collaboration: Advocate for Virtuous by generating excitement about upcoming product launches and updates. Collaborate with internal teams including customer success, sales, support, and product, voicing customer concerns and needs and ensuring a customer-first approach company-wide
• Product Expert: Provide strategic product support and guidance on best practices. Your expertise ensures customers seamlessly adopt our products, enhancing their overall experience and deepening customer trust
• Issue Identification and Resolution: Handle customer issues with efficiency and professionalism. Offer tailored product and service solutions to address customer pain points, demonstrating Virtuous’ commitment to customer satisfaction and project manage resolution strategies through completion
• Strategic Vision: Adopt a bird’s eye perspective on customer interactions, focusing not only on immediate gratification but also long-term stability and proactive forward thinking. Leverage this high-level view to identify potential challenges and convert them into cost-saving solutions for both customers and Virtuous
• Renewals Management and Upsell Strategy: Take ownership of customer renewals and upsell cycles, managing the process from initial outreach through contract close. Demonstrate a solid understanding of Virtuous contracts, ensuring compliance and favorable terms for both parties. Engage in strategic negotiation discussions, leveraging your knowledge of customer needs and our product offerings. Display creativity in pricing strategies, tailoring solutions to meet customer requirements while optimizing revenue for Virtuous. Your ability to navigate the renewal and upsell process contributes significantly to customer retention and revenue growth, ensuring mutually beneficial outcomes for Virtuous and our valued clients

Benefits

• Market competitive pay leveraging Carta data
• Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
• 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
• We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO
• Supportive time off including paid volunteer days and company holidays
• Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)
• We pride ourselves on Community and host exciting company outings and events