Customer Success Manager

Kindsight; Toronto; Hybrid; CAD 75,000 - 100,000; Full time

Job summary

Kindsight is seeking a Customer Success Manager to enhance customer satisfaction and retention. This position focuses on relationship management, strategic guidance, and deriving insights to maximize product value. Candidates should possess strong communication skills and a background in customer success within a SaaS context. Passion for helping nonprofits is essential.

Qualifications

• 3+ years in Customer Success, Relationship Management, or Account Management in a SaaS environment.
• Proven success in driving customer retention and expansion.
• Experience working with nonprofit organizations.

Responsibilities

• Build and maintain strong relationships with customers.
• Identify at-risk customers and develop strategies to mitigate churn.
• Drive customer retention and growth by helping achieve desired outcomes.

Skills

Excellent communication

Interpersonal skills

Problem-solving

Analytical mindset

Detail-oriented

Proactive approach

Relationship management

Customer retention

Empathetic attitude

Results-driven mentality

Education

Bachelor's degree in business administration, marketing, communications, or a related field

Tools

Salesforce

Gainsight

MS Office

Google Suite

Job description

REPORTS TO : Senior Manager, Customer Success

JOB STATUS : Full Time (Salary & Variable Pay)

LOCATION : Onsite (PEI) or Remote (Canada)

About Kindsight :

Kindsight delivers what has never been possible in the nonprofit world : A Fundraising Intelligence platform that incorporates big data, AI, and automation to power modern fundraising. Kindsight is the combination of three companies : iWave, UC Innovation (maker of ascend CRM), and NonprofitOS. Kindsight offers the most comprehensive and innovative advancement and fundraising CRM through ascend, which is enhanced with rich data and insights offered by iWave and the revolutionary AI content creation functionality of NonprofitOS. Kindsight drives efficiency, productivity, and impact for nonprofit, education, and healthcare organizations, and empowers them to have the right conversation, with the right donor, at the right time—every time.

Position Summary :

Our Customer Success Managers play a pivotal role in ensuring the satisfaction, retention and growth ofthe Kindsight customer base. They are primarily responsible for supporting our customers in achievingvalue by understanding their needs and objectives, building strong relationships and delivering an outstanding experience. Our CSMs monitor customer adoption, analyze data to identify trends and insights, and provide strategic guidance to help customers achieve their desired outcomes. Ultimately, Customer Success Managers are dedicated to maximizing the value that customers derive from the company's products or services, driving long-term success for both the customers and the company.

What You'll Do :

• Build and maintain strong relationships with customers, serving as their trusted advisor and advocatewithin the company.
• Drive customer retention and growth among ourcustomersbyunderstandingtheir needsandobjectives and helping them achieve their desired outcomes and success in their mission
• Onboard new customers smoothly, ensuring they have a seamless transition to our products.
• Proactively monitor customer usage and satisfaction, analyzing data and feedback to identify trendsand insights to enable successful adoption of our products
• Maintaina regularcadenceofcommunicatingwithcustomerstoprovideexpertcoachingtocustomers to enable them to maximize the value they derive from our products
• Identifyopportunitiestoupsellorcross-selladditionalproductsorservicestocustomers,drivingrevenue growth.
• Identify at-risk customers and develop strategies to mitigate churn, including proactive outreach and intervention.
• Create positive experiences for customers that drive a positive Net Promoter Score (NPS)
• Identifyopportunitiesforcustomerstoact asKindsight advocatestoprovide testimonials,casestudies and references.
• Marshall resources across the iWave teams as needed to support customers’ needs
• Represent the voice of the customer to better inform our sales process and product roadmap
• Some travel to conferences and customer sites may be required

What We're Looking For :

• Bachelor'sdegree in businessadministration,marketing,communications, ora related field (or equivalent experience).
• 3+ yearsinCustomer Success,Relationship Management, AccountManagementina SaaSenvironment
• Excellentcommunication and interpersonalskills,with the abilityto build rapportandtrustwithcustomers at all levels.
• Strong problem-solving abilities, with a proactive and resourceful approach to addressing customerneeds and challenges.
• Analytical mindset, comfortable working with data to derive insights and make data-driven decisions.
• Detail-oriented and organized, with the ability to manage multiple customers and projectssimultaneously.
• Proven success in driving customer retention and expansion
• Familiarity with Salesforce, Gainsight, MS Office and Google Suite
• Passion for delivering exceptional customer experiences and driving long-term customer success.
• Experience working with and a passion for non-profit organizations
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Results-driven mentality, with a bias for speed and action