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 nonprofit organizations, selling upgrades, managing renewals, and serving as the primary point of contact for customers. Leverage your nonprofit and platform expertise to drive adoption, retention, and expansion. This role requires strong relationship-building skills, technical proficiency, and a customer-centric approach. Candidates with previous nonprofit experience are highly valued. Virtuous offers competitive pay, benefits, and a supportive work environment.

Requirements

• Deep understanding of customer needs and a passion for ensuring their success with Virtuous products
• 1+ direct experience in the nonprofit sector, understanding how nonprofits operate and fundraise
• Strong propensity for relationship building, enjoying forming and maintaining meaningful customer relationships
• Proven ability to identify and address customer issues before they escalate, demonstrating a proactive and solution-oriented approach
• Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and a unified customer-centric approach
• Strong technical acumen to provide product support and guidance
• Ability to identify upsell and cross-sell opportunities based on a deep understanding of the client’s use-case and needs
• 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

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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

Preferred Qualifications

Candidates willing to commute and work out of our downtown Phoenix, AZ or Plano, TX office (3-day/week hybrid schedule) are preferred, though we are accepting resumes from candidates working remotely throughout the US

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