Enterprise Customer Success Manager

Summary

Join EverTrue, a leading advancement software company, as a Customer Success Manager! You will manage the customer lifecycle, ensuring high retention and satisfaction. This role requires at least five years of experience in customer success, sales, or account management within a comparable business environment, excellent communication skills, and knowledge of the education/non-profit market. You will collaborate with sales, conduct account reviews, identify advocacy opportunities, and provide product feedback. EverTrue offers competitive compensation, including a base salary, uncapped sales variable, generous healthcare coverage, remote work, and various perks valued at $25,000. The company prioritizes employee well-being and offers discretionary time off, holidays, sick days, and a recharge week.

Requirements

• Have at least five years of successful customer success, sales, and/or account management experience in a comparable business environment
• Have excellent verbal and written communication skills
• Have experience or knowledge of the education/non-profit market
• Have a proven ability to build relationships at all levels of an organization and collaborate successfully with customers and colleagues
• Have the ability to plan, develop, and conduct effective presentations to executive audiences, support sales efforts, identify expansion opportunities, and secure renewals
• Have the determination and grit required to work at a growing start-up, as well as the patience to help customers win
• Enjoy working in an evolving and fast-paced environment and remain committed to ongoing learning and progression within your role
• Be self-reliant and able to navigate ambiguity. Take ownership of your work and excel at finding solutions even when the path isn't clearly defined
• Be humble and a team player. Want to help out those on your team and be able and willing to work with other teams to get the job done
• Be proactive about calling out gaps in processes and enjoy recommending solutions to better optimize the team

Responsibilities

• Manage the customer lifecycle from implementation to renewal, aiming for a 90%+ gross retention rate and ensuring customer satisfaction and advocacy for EverTrue
• Delight customers through best-in-class service and authenticity, showcasing success through measurable achievements like NPS scores, Health Scores, and usage data
• Collaborate closely with the Sales team to support account growth by identifying and qualifying cross-sell opportunities
• Conduct regular account reviews with key leadership to demonstrate success and identify opportunities for expanding EverTrue's solutions
• Identify opportunities for customer advocacy to support new customer acquisition and enhance industry knowledge
• Provide actionable feedback to the Product team based on customer insights to enhance EverTrue's offerings
• Maintain current knowledge of EverTrue products and conduct effective product training sessions
• Represent EverTrue at events, driving attendance and occasionally leading webinars, leveraging your public speaking skills. (Travel required up to 25% of the time)
• Commit to internal team processes and foster collaboration across the company
• Leverage familiarity with internal tools such as Salesforce, Notion, Planhat, and Slack to support seamless operations

Benefits

• Competitive compensation, the base salary range for this role is $90K - $100K, plus an uncapped sales variable of $40K+
• 80% of your healthcare premium covered
• Remote-first environment with no plans to return to office
• Happiness and well-being perks valued at $25K
• $2,000 for vacation after your first year
• Birthday off, and EverTrue will donate to a charity of your choice
• Stipend to invest in yourself personally and professionally (True Growth perk)
• Discretionary time off
• 12 holidays
• 8 sick days
• Half-day summer Fridays
• Recharge week at the end of the year
• Monthly Flex Fridays