Customer Success Manager - $38.46 - $48.08 per hour

About the role

This opportunity is for a Customer Success Manager responsible for owning the post-sale journey for a portfolio of nonprofit and grant-writing customers. The role focuses on onboarding, engagement, retention, expansion, customer advocacy, and scalable customer success playbooks within a fast-growing SaaS environment.

What You’ll Do

• Own the Customer Relationship
• Own post-sale onboarding, engagement, retention, and expansion across a portfolio of customer accounts.
• Build personal relationships with customers and create clear narratives that help them realize platform value.
• Identify new opportunities for customers to achieve deeper impact through stronger platform use.
• Nurture and grow accounts through one-on-one customer interactions.
• Manage challenging customer conversations, including discussions with leadership-level stakeholders.
• Drive Adoption and Account Health
• Meet and exceed customer satisfaction, adoption, renewal, and expansion targets.
• Evaluate adoption metrics, customer budgets, and stakeholder networks to manage account health.
• Identify customer risk early and take proactive steps to improve retention and engagement.
• Conduct business reviews with customers.
• Proactively identify ways the platform can better support each customer.
• Consult customers on change management, product knowledge, and best practices to deepen platform usage.
• Partner and Advocate
• Co-create engagement strategies with Customer Enablement Managers to scale adoption, retention, and upsell results across the customer base.
• Serve as the voice of the customer by sharing customer feedback with revenue and product teams.

Qualifications

• Required Qualifications
• 3+ years of experience in a customer-facing Customer Success or Account Management role within SaaS.
• Experience managing a portfolio of 300+ customer accounts.
• Proven relationship-building skills, including the ability to manage difficult conversations and build rapport with leadership-level customers.
• Strong written and verbal communication skills, with the ability to explain complex topics clearly over video and in writing.
• Comfort working through ambiguity and change in a fast-paced environment.
• Proactive, ownership-driven approach to improving processes and customer outcomes.
• Preferred Qualifications
• Background in nonprofit development or fundraising.
• Experience working at an early-stage startup.
• Experience working with nonprofit or SMB customers.
• Familiarity with G Suite, Zoom, Slack, Intercom, and HubSpot.
• Experience working remotely.

Benefits

• 100% covered health, dental, and vision insurance for employees.
• 50% covered health, dental, and vision insurance for dependents.
• Generous paid time off, including parental leave.
• 401(k) retirement plan.
• Company laptop.
• Home-office stipend.
• Bi-annual company retreats.
• Ongoing opportunities for new challenges and professional growth.