Customer Success Manager (Ongoing Opportunity)

Your Company

As the nonprofit marketing platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence. Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence.

Customer Success Manager (Ongoing Opportunity)

Compensation: $75,000 base annually, $105,000 OTE.
Benefits: Fully Remote, Health/ dental/ vision, Paid Vacation/ sick/ holidays
Location: Open to remote candidates within the United States, with a preference for those in the EST or CST time zones. Option to work from headquarters in Gainesville, FL.

Your Job

You'll play a vital part in our mission to deliver unparalleled digital marketing solutions to nonprofits. You’ll be a key contributor on a team that's reshaping the way nonprofits nurture and engage their communities. You serve as the bridge between Feathr and our customers, by not just ensuring their satisfaction, but by also understanding clients’ unique needs, and driving their success by serving as subject-matter-expert and guide.

Your Experience

• 3+ years of experience in a dedicated Customer Success or B2B SaaS Account Management role, focused on driving customer retention, renewal, and value outcomes.
• 2+ years experience developing, managing, or planning digital marketing campaigns.
• Non-profit or association industry experience is strongly preferred.

Your Qualities

• Agile & Organized: Maintain exceptional organization and expertly manage shifting priorities—including escalations, retention risk, and strategic initiatives—to ensure critical deadlines and goals are consistently met.
• Strategic Vision: Maintain a high-level view of account health, focusing on long-term business strategy and value realization rather than getting diverted by day-to-day tactical issues.
• Customer Educator: Empower customers to become proficient and self-sufficient in the application while proactively driving adoption of new features and best practices to ensure they maximize value.
• Executive Presence & Commercial Acumen: Comfortable leading strategic and sometimes difficult conversations with senior decision-makers and stakeholders, adept at managing the end-to-end renewal process, including contract negotiations.
• Proactive & Clear Communicator: Use foresight to anticipate customer roadblocks, clearly communicate with all stakeholders, and adjust communication style to effectively translate complex technical concepts for any audience.
• Marketing Subject Matter Expert: Applies evolving marketing best practices to customer's campaign strategies, personal workflows, and customer conversations in alignment with Feathr's positioning.

Your Day

• Manage a portfolio of strategic accounts.
• Become a Feathr Product expert and strategic adviser.
• Guide customers on how to creatively and productively utilize the Feathr app to amplify their marketing efforts.
• Lead the creation and execution of Joint Success Plans to align customer goals with Feathr's solutions.
• Drive multi-threading efforts within customer organizations to secure key stakeholder relationships and mitigate risk.
• Assist customers in developing the skills for them to independently create and manage campaign plans based on their goals.
• Track account progress and status updates in Salesforce and Planhat.
• Own the end-to-end renewal process, including contract management, pricing, and expansion to ensure customer renewal.
• Create and lead customer Business Reviews (e.g., Quarterly Business Reviews) to highlight value with Feathr, as well as to uncover risk and growth opportunities.

Interview Process

• HR Information Screen: Virtual interview focusing on relevant work experience, compensation, role overview, and answering any questions the candidate has.
• Work Assignment + Manager Interview: Given a project to complete a relevant task, followed by a 45-minute virtual Manager Interview.
• Panel Interview: 60-minute interview with two to three key members of the team, diving deeper into the role, technical knowledge, and requirements of the position.
• Offer: Details of the offer discussed with the candidate.

Benefits & Perks

• Fully remote:
• Full vision, dental, and ~99% health insurance for employees:
• Sick time off:
• Vacation time off:
• Extended Wintr Break:
• Parental Leave:
• Wellness Reimbursement:
• Credit:
• Home Office Stipend:
• Professional Development Budget:
• Team hangouts and events:

Culture

Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Our culture is defined by the following acronyms:

• Practicality: Progress Over Perfection
• Ambition: When Feathr wins, We all win
• Candor: Better communication, Better results
• Trust: Assume the best, Share openly
• Service: We exist to fix

Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. We are an equal opportunity employer and welcome applications from individuals regardless of race, color, religion, gender, sexual orientation, age, national origin, disability, veteran status, or any other characteristic protected by law.