Customer Success Manager

About The Fedcap Group

Founded in 1935, The Fedcap Group is a $425 M global nonprofit organization focused on advancing economic well‑being for individuals facing barriers to employment. Headquartered in New York City, Fedcap operates across 106 locations in 29 U.S. states, the U.K., Canada, and Australia, serving nearly 332 000 people annually. Its mission is to create opportunities for people facing barriers to achieve economic independence, dignity, and become contributing members of society through innovative programs, strategic partnerships, workforce development initiatives, and community‑based services.

About Single Stop

Single Stop’s mission is to build pathways out of poverty by leveraging partnerships and technology to connect people to existing resources through a unique one‑stop shop. Powered by state‑of‑the‑art technology, a world‑class staff, and a network of education and nonprofit partners, Single Stop envisions every individual having access to opportunities for achieving the American Dream. The organization connects individuals living in poverty to untapped local, state, and federal dollars and benefits to put them on the road to economic stability and prosperity.

About the role

As a Customer Success Manager at Single Stop, you will be the primary point of contact for partners, guiding them from onboarding through ongoing use of Single Stop’s technology. You will deliver personalized consulting services, design and lead training sessions, and ensure partners maximize the impact of the solutions on the communities they serve. The role focuses on increasing user adoption, mitigating churn, fostering long‑lasting partnerships, and identifying opportunities for expansion.

Responsibilities

• Lead launch courses to onboard new partners to the Single Stop technology.
• Deliver training on best practices and provide ongoing support to ensure effective platform utilization.
• Serve as the primary consultant to partners, helping them implement and optimize their use of Single Stop.
• Provide tailored consulting services and solutions to meet specific partner needs.
• Monitor partner performance using data analytics, track outcomes, assess implementation effectiveness, and recommend improvements.
• Provide regular feedback to partners based on their results.
• Proactively retain customers by maintaining high satisfaction, troubleshooting issues, and resolving concerns.
• Engage partners to renew contracts and identify growth opportunities.
• Collaborate with the Business Development team to ensure seamless transitions for new partners.
• Partner with the Director of Customer Success to develop training content and optimize consulting services.
• Act as a thought leader by generating innovative ideas for increasing user adoption and reducing churn.
• Collaborate with partners to develop and execute marketing plans that drive program awareness, participation, and impact.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree required.
• 2–3 years of experience developing and facilitating training and/or presenting to groups (4–5 years preferred).
• Previous experience at a SaaS company.
• Account management experience, including anticipating partner needs, analyzing performance metrics, and proactively recommending success strategies.
• Proficiency in delivering training via technology (teleconferencing, videos, online guides, learning management platforms, etc.).
• Experience creating and managing partner marketing plans and engagement initiatives.
• Ability to learn and teach new technologies, platforms, and software features to users of all skill levels.
• Strong data‑driven mindset: able to assess performance and provide meaningful feedback.
• Proficient with Microsoft Office applications.
• Passion for working in a mission‑driven organization.
• Experience designing and facilitating consulting experiences and services for clients.
• Proactive team player who brings fresh ideas for user adoption and churn mitigation.

Benefits

• Health insurance (Medical, Dental, Vision)
• Paid time off (Vacation, Sick, Floating)
• Retirement plan 403(b)
• Flexible Spending Account (FSA)
• Commuter Benefits
• Life/Accident insurance
• Short‑term Disability Insurance
• Long‑term Disability Insurance
• Employee Assistance Plan (EAP)

Pay

Salary range: $68,000 – $70,000 per year (eligible for commissions upon successful contract renewals and adoption).