[Hiring] Enterprise Customer Success Manager @Virtuous

Role Description

We are looking for an Enterprise Customer Success Manager to join our growing Customer Success Team. As an Enterprise Customer Success Manager, you will report to the Manager of Enterprise Customer Success and will be focused on our largest and most strategic customers' product adoption, utilization, and overall satisfaction.

We're looking for people who bring both nonprofit expertise and SaaS experience to the table, ideally in nonprofit technology. Whether you've spent years serving the sector from inside a tech company or you're a nonprofit leader who's fallen in love with software, your blended background is exactly what makes this role exciting.

In this role, you will work closely with teams across the company including Marketing, Sales, and Revenue Enablement to help maximize our growth. Your responsibilities will include:

• Supporting strategic enterprise-level customers in strengthening their donor relationships.
• Selling upgrades and add-ons to our current customers.
• Working on renewals of annual contracts.
• Serving as the primary point of contact for our nonprofit customers.
• Collaborating closely with customers to understand their unique needs, goals, and challenges.
• Driving adoption, retention, and expansion initiatives.

Qualifications

• Customer-Centric Focus: Deep understanding of customer needs and a passion for ensuring their success with Virtuous products.
• Nonprofit Tech Experience: Direct experience working with nonprofit customers in a B2B SaaS environment.
• Relationship Building: Strong propensity for relationship building, enjoying forming and maintaining meaningful customer relationships.
• Proactive Problem-Solving: Proven ability to identify and address customer issues before they escalate.
• Collaborative Mindset: Ability to collaborate effectively with cross-functional teams.
• Technical Proficiency: Strong technical acumen to provide product support and guidance.
• Sales Acumen: Ability to identify upsell and cross-sell opportunities based on a deep understanding of the client’s use-case and needs.
• Project Management: Organizational skills, with the ability to prioritize effectively.
• Proficiency in working with CRMs, email marketing, and other technology.

Requirements

• Customer Relationship Management: Serve as a dedicated point of contact, cultivating deep, meaningful multi-threaded relationships.
• Proactive Issue Resolution: Anticipate customer issues and proactively address them.
• Strategic Account Expansion: Understand each customer’s unique needs and suggest innovative solutions.
• Advocacy and Collaboration: Generate excitement about upcoming product launches and collaborate with internal teams.
• Product Expert: Provide strategic product support and comprehensive guidance on best practices.
• Issue Identification and Resolution: Handle complex customer issues with efficiency and professionalism.
• Strategic Vision: Focus on long-term stability and proactive forward thinking.
• Renewals Management and Upsell Strategy: Take ownership of customer renewals and upsell cycles.

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.
• Unlimited PTO to encourage work-life balance.
• Paid volunteer days and company holidays.
• Employer-contributed healthcare benefits, including medical, dental, and vision coverage.
• 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well).
• Community events and company outings.