Enterprise Customer Success Manager
About the role
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.
Responsibilities
- Serve as a dedicated point of contact, accompanying customers on their journey from sales closure through the entire lifecycle.
- Cultivate deep, meaningful multi-threaded relationships, ensuring customer loyalty and trust with all key stakeholders for optimized product adoption.
- Anticipate customer issues and proactively address them before they escalate.
- Identify organic upsell opportunities by comprehensively understanding their use-case, ultimately driving business growth.
- Advocate for Virtuous by generating excitement about upcoming product launches and updates.
- Collaborate with internal teams including customer success, sales, support, and product, voicing customer concerns and needs and ensuring a customer-first approach company-wide.
- Provide strategic product support and comprehensive guidance on best practices.
- Handle complex customer issues with efficiency and professionalism.
- Leverage a high-level view to identify potential challenges and convert them into cost-saving solutions for both customers and Virtuous.
- Take ownership of customer renewals and upsell cycles, meticulously managing the process from initial outreach through contract close.
- Display creativity in pricing strategies, tailoring solutions to meet customer requirements while optimizing revenue for Virtuous.
Requirements
Your must-have qualities include a customer-centric focus, direct experience working with nonprofit customers in a B2B SaaS environment, strong relationship building skills, proven problem-solving abilities, a collaborative mindset, technical proficiency, and sales acumen.
Qualifications
A bachelor's degree in a relevant field such as nonprofit management, business administration, or a related discipline is preferred. Relevant work experience in a customer-facing role within the nonprofit sector is required.
Skills
Strong interpersonal and communication skills, ability to work independently and as part of a team, proficiency in CRM tools, and experience with email marketing platforms are essential.
Benefits
Market competitive pay leveraging Carta data, Employee recognition through Bonusly, 401(k) retirement plan with company matching, 50% match up to 6% of compensation after 90 days, Employer-contributed healthcare benefits, including medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
Pay
Market competitive salary.
Schedule
Full-time position.