VP of Customer Success

Summary

Join EverTrue as the VP of Customer Success and lead customer-facing teams through all stages of the customer journey, from onboarding to advocacy. Manage a team of customer success managers, developing onboarding and progression plans, compensation structures, and conducting performance reviews. Define processes and documentation for account-based revenue and customer lifecycle management. Partner with sales on team selling efforts and collaborate with other departments to ensure seamless implementation and enablement. Gather customer feedback to shape the product roadmap and represent the customer voice in marketing. This role requires at least 6 years of experience in customer success, sales, or account management, and 2 years of team management experience. Knowledge of the non-profit market is required, and experience is preferred. EverTrue offers a competitive salary, bonus plan, comprehensive benefits, and a remote-first environment.

Requirements

• You have at least 6 years of progressively responsible and successful experience in customer success, sales, and/or account management in a comparable business environment
• At EverTrue, fundraising solicitation is also considered sales
• You have at least 2 years of experience managing teams
• You have excellent verbal and written communication skills tailored to both external and internal audiences
• This includes documentation, playbooks, complex communication plans, strategic partnership conversations, and more
• You have a proven ability to build executive-level relationships with customer contacts to support Customer Success Managers in retaining and expanding the business
• 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’re a relationship-builder who seeks to engage meaningfully with your colleagues and customers
• You can lead a team through effective people management, team motivation, and collaboration
• You are comfortable representing the customer voice at the management level, advocating for our mission and product to better support those we serve
• You possess knowledge of the non-profit market

Responsibilities

• Lead our customer-facing teams through every stage of the customer journey, from onboarding to success, renewal, and advocacy
• Drive customer satisfaction and retention, while fostering strong relationships with our education clients
• Develop and mentor your team, helping them grow and excel in their roles
• Define processes and documentation for account-based revenue, customer lifecycle management, and team goals to drive alignment and growth
• Manage a team of customer success managers at varying levels, develop onboarding and progression plans, create compensation structures, and conduct regular performance reviews with feedback
• Oversee renewal opportunities, account allocation, and pipeline management
• Coordinate upsell/cross-sell initiatives with sales and marketing, while forecasting and reporting trends to management and the Board
• Partner with sales on team selling efforts, ensuring current customers are aware of additional product offerings and are passed off to sales reps for cross-sell opportunities
• Work closely with the VP of Customer Operations to ensure a seamless implementation and enablement process for both new and existing customers
• Gather and relay customer feedback to help shape the product roadmap, collaborate with the VP of Product on new partnerships and product rollouts, and act as the escalation point for customer issues
• Lead CSM involvement in EverTrue events, represent the customer voice in marketing content, and manage customer education and training programs
• Ensure a smooth contract process and payment fulfillment for customers, and collaborate with the Director of Finance on compensation plans for the customer success team

Preferred Qualifications

You have experience in the non-profit market

Benefits

• A base salary range of $160K - $180K
• A 2.5% bonus plan based on company performance
• We cover 80% of your premium for medical, dental, and vision insurance
• We offer a 401k match of up to X% to support your financial future
• A remote-first environment for flexible work
• Generous paid time off throughout the year
• Investment in your professional growth and development
• Opportunities to connect with colleagues both in-person and virtually
• The unique chance to contribute to the non-profits and educational institutions you care about, aligning your work with your passions