[Hiring] Client Success Consultant @Foundant + smartsimple

Role Description

You’ll establish yourself as a trusted, strategic advisor to clients, helping them realize continued value from Foundant products and services while driving long-term loyalty, retention, and growth.

• You’ll manage and nurture a portfolio of clients, guiding them through the full customer journey—from post-implementation and go-live through ongoing optimization—using a consultative, outcomes-focused approach.
• You’ll proactively monitor and improve client health, leveraging tools like Gainsight, customer success metrics, and NPS insights to identify risks, opportunities, and trends, and to document and act on client engagement.
• You’ll design, deliver, and support scalable client engagement and education, including proactive success campaigns, feature rollouts, webinars, events, and thought leadership content that reinforces Foundant’s expertise.
• You’ll serve as the voice of the customer internally, collaborating with Product, Support, Sales, Marketing, and Leadership to advocate for client needs, influence product direction, and improve the overall customer experience.
• You’ll support client growth and continuity, building relationships with new administrators, aligning product licensing and services to client needs, and assisting with renewals, upsells, and contractual documentation.
• You’ll drive cross-functional collaboration, coordinating with internal teams to manage incoming client success work, prepare for strategic client engagements, and enable effective communication across departments.
• You’ll maintain deep expertise in Foundant products and best practices, continuously expanding your knowledge to provide informed guidance that helps clients maximize adoption and return on investment.
• Other duties as assigned.

Qualifications

• At least 2 years' experience in philanthropy, preferably in Community Foundations.
• Preference given to experience in CommunitySuite: campaigns, opportunities, and profile management.
• Minimum of two years of direct experience in client delivery in an IT services company and/or related industry.
• Experience in educating and guiding clients through the above business areas.
• Ability to identify and adjust training to different learning styles of clients.
• Strong technical aptitude and ability to learn software programs and analyze data.
• Ability to travel occasionally (approximately 20%).
• Must be legally eligible to work in the United States.

Requirements

• Adaptive Achievement: Handles time pressure and diverse demands with poise, skillfully balancing short-term tasks with long-term projects.
• Productive Collaboration: Contributes to process improvements by identifying opportunities to scale shared ways of working, documenting best practices, and supporting clear communication of changes to colleagues.
• Service Orientation: Develops deep client connections by understanding and empathizing with their perspectives and needs, while being able to remain professional and composed during challenging conversations.
• Business Insight: Builds a deepening understanding of the business’s interconnected systems and processes, identifying and sharing opportunities to increase efficiencies.
• Active Learning: Proactively tackles challenges with curiosity and resourcefulness, taking responsibility for finding solutions.

Benefits

• At the heart of everything we do is a commitment to innovation and making a positive impact.
• We offer competitive salary and benefits, including tuition and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives.
• With our Flexible PTO policy, you’ll have the freedom to manage your time in a way that supports your personal well-being and professional success.
• We’re committed to your professional and personal development, providing opportunities to collaborate across teams and gain exposure to diverse ideas, expertise, and projects.
• You’ll enjoy autonomy and responsibility, empowering you to approach your work creatively and independently, fostering innovation and independent thought.
• Employee recognition is a core part of our culture. When you do a great job, we make sure everyone knows about it!