Customer Success Manager (Ongoing Opportunity)

Your Job

As a Customer Success Manager at Feathr, 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.

You will inspire and empower our customers by offering strategic insights and best practices, fostering a productive and outstanding customer experience that drives exceptional outcomes.

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: You maintain exceptional organization and can expertly manage shifting priorities—including escalations, retention risk, and strategic initiatives—to ensure critical deadlines and goals are consistently met.
• Strategic Vision: You possess the ability to maintain a high-level view of account health, focusing on long-term business strategy and value realization rather than getting consistently diverted by day-to-day tactical issues.
• Customer Educator: You 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: You are comfortable leading strategic and sometimes difficult conversations with senior decision-makers and stakeholders, and are adept at managing the end-to-end renewal process, including contract negotiations.
• Proactive & Clear Communicator: You use foresight to anticipate customer roadblocks, clearly over communicate with all stakeholders, and adjust your 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.

Compensation

Compensation Base pay for this position is $75k, plus up to an additional $30k in variable compensation. In addition, you’ll receive health/dental/vision insurance, and other benefits like a professional development budget, office food, and social events, not to mention being a part of a supportive and motivated Professional Services team.

Location

This role is open to remote candidates located within the United States, with a preference for those in the EST or CST time zones. There is also an option to work from our headquarters in Gainesville, FL.

Interview Process

• HR Information Screen - The Talent Acquisition Team will invite candidates that move forward to a 15-minute virtual interview. This conversation will be focused on relevant work experience, compensation, role overview, and answering any questions the candidate has.
• Work Assignment + Manager Interview - Candidates will be given a work assignment prompt to complete a project that is relevant to the work they can expect in the role. The completion of the assignment should not take more than 90 minutes, and candidates are given multiple days to work on the project. This will be followed by a 45-minute virtual Manager Interview.
• Panel Interview - 60 minute interview with two to three key members of the team. This interview will dive deeper into the role, technical knowledge, and requirements of the position.
• Offer - The Talent Acquisition Team will reach out with the details of the offer to discuss 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. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have. 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

About the Role

We are looking for a Customer Success Manager to join our team. This is an ongoing opportunity and we are always reviewing applications to build a pipeline of qualified candidates.

Qualifications

Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees.