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. Collaborate with the sales team to identify growth opportunities and conduct account reviews. Provide product feedback and represent EverTrue at events. Leverage your experience in customer success, sales, or account management within a comparable business environment. This remote-first position offers competitive compensation, including a base salary of $90K-$100K plus uncapped sales variable, comprehensive benefits, and generous perks.

Requirements

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

• We offer competitive compensation, the base salary range for this role is $90K - $100K, plus an uncapped sales variable of $40K+ , we also cover 80% of your healthcare premium
• We’re a remote first environment with no plans to return to office
• Our happiness and well-being perks are valued at $25K
• Take a True Adventure on us, we’ll give you $2,000 to go on vacation after your first year, and enjoy your True Birthday , where you’ll get your birthday off, and EverTrue will donate to a charity of your choice
• Develop yourself with our True Growth perk which allows you a stipend to invest in yourself personally and professionally
• When it comes to work life balance, we offer discretionary time off, 12 holidays, 8 sick days, half-day summer Fridays, a recharge week at the end of the year, and monthly Flex Fridays