Enterprise Customer Success Manager

Ascent360; Phoenix (AZ); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Market competitive pay

Bonusly recognition

401(k) with company matching

Unlimited PTO

Volunteer days

Healthcare benefits

Parent leave

Company outings

Job summary

Virtuous is seeking an Enterprise Customer Success Manager to partner with our largest nonprofit clients, drive adoption of our SaaS platform, and ensure ongoing satisfaction. You will collaborate with Marketing, Sales, and Revenue Enablement to renew contracts, upsell expansions, and tailor solutions to each donor program needs, with a focus on retention and long-term success.

This role requires nonprofit tech experience and strong relationship-building, with a proactive, cross-functional

Qualifications

• Deep understanding of customer needs and a passion for success with Virtuous products.
• Direct experience with nonprofit customers in a B2B SaaS environment, understanding how nonprofits operate and fundraise.
• Strong relationship-building skills, enjoying forming and maintaining meaningful customer connections.
• Proven ability to identify and address customer issues before escalation.
• Ability to collaborate with cross-functional teams to ensure a unified customer-centric approach.
• Strong technical acumen to provide product support and guidance.
• Ability to identify upsell and cross-sell opportunities based on client needs.
• Organizational skills with prioritization and critical thinking for balancing customer needs and company goals.
• Proficiency in working with CRMs, email marketing, and related technologies.

Responsibilities

• Serve as dedicated point of contact from post-sale through lifecycle to optimize product adoption.
• Anticipate and address customer issues before escalation.
• Identify upsell opportunities by understanding each customer’s use-case and needs.
• Collaborate with internal teams to voice customer needs and ensure a customer-first approach.
• Provide strategic product guidance and best practices to maximize value.
• Handle complex issues with efficiency and professional resolution strategies.
• Maintain a strategic view of customer interactions aiming for long-term retention.
• Own renewals and upsell cycles, negotiating terms and pricing when appropriate.

Skills

Customer-centric

Nonprofit tech experience

Relationship building

Proactive problem-solving

Collaborative mindset

Technical proficiency

Sales acumen

Project management

CRM proficiency

Tools

CRM software

Job description

Position Summary

We're 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.

We're looking for people who bring both nonprofit expertise and SaaS experience to the table, ideally in nonprofit technology. Whether you've spent years serving the sector from inside a tech company or you're a nonprofit leader who's fallen in love with software, your blended background is exactly what makes this role exciting.

In this role, you will work closely with teams across the company including Marketing, Sales, and Revenue Enablement to help maximize our growth. Your responsibilities will include supporting strategic enterprise-level customers in strengthening their donor relationships, selling upgrades and add-ons to our current customers, and working on renewals of annual contracts. You will serve as the primary point of contact for our nonprofit customers, collaborating closely with them to understand their unique needs, goals, and challenges. By leveraging your expertise in both our platform and the nonprofit industry, you will drive adoption, retention, and expansion initiatives, ultimately contributing to the long-term success and growth of our customers.

Responsibilities

• Customer Relationship Management: 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.

• Proactive Issue Resolution: Anticipate customer issues and proactively address them before they escalated. Your proactive approach distinguishes you from traditional customer service, turning potential problems into opportunities for customers and Virtuous alike.

• Strategic Account Expansion: Understand each customer's unique needs, allowing you to suggest innovative solutions that enhance their success with our products. Identify organic upsell opportunities by comprehensively understanding their use-case, ultimately driving business growth.

• Advocacy and Collaboration: 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.

• Product Expert: Provide strategic product support and comprehensive guidance on best practices. Your expertise ensures customers seamlessly adopt our products, enhancing their overall experience and deepening customer trust.

• Issue Identification and Resolution: Handle complex customer issues with efficiency and professionalism. Offer tailored product and service solutions to address customer pain points, demonstrating Virtuous' commitment to customer satisfaction and project manage resolution strategies through completion.

• Strategic Vision: Adopt a bird's eye perspective on customer interactions, focusing not only on immediate gratification but also long-term stability and proactive forward thinking. Leverage this high-level view to identify potential challenges and convert them into cost-saving solutions for both customers and Virtuous.

• Renewals Management and Upsell Strategy: Take ownership of customer renewals and upsell cycles, meticulously managing the process from initial outreach through contract close. Demonstrate a deep understanding of Virtuous contracts, ensuring compliance and favorable terms for both parties. Engage in strategic negotiation discussions, leveraging your knowledge of customer needs and our product offerings. Display creativity in pricing strategies, tailoring solutions to meet customer requirements while optimizing revenue for Virtuous. Your ability to navigate the renewal and upsell process contributes significantly to customer retention and revenue growth, ensuring mutually beneficial outcomes for Virtuous and our valued clients.

You Must Have

• Customer-Centric Focus: Deep understanding of customer needs and a passion for ensuring their success with Virtuous products.

• Nonprofit Tech Experience: Direct experience working with nonprofit customers in a B2B SaaS environment, with a real understanding of how nonprofits operate and fundraise.

• Relationship Building: Strong propensity for relationship building, enjoying forming and maintaining meaningful customer relationships.

• Proactive Problem-Solving: Proven ability to identify and address customer issues before they escalated, demonstrating a proactive and solution-oriented approach.

• Collaborative Mindset: Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and a unified customer-centric approach.

• Technical Proficiency: Strong technical acumen to provide product support and guidance.

• Sales Acumen: Ability to identify upsell and cross-sell opportunities based on a deep understanding of the client's use-case and needs.

• Project Management: Organizational skills, with the ability to prioritize effectively along with critical thinking abilities to balance customer needs with Virtuous' objectives.

• Proficiency in working with CRMs, email marketing, and other technology.

About Us

Virtuous software is powering the world's leading nonprofits and inspiring a new generation of generosity.

At Virtuous, we believe generosity has the power to transform the world - and so we are on a mission to create $10B in net new generosity by helping nonprofits better connect with and inspire their donors.

Our talented team is hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the nonprofit community.

Our values are more than just a poster on the wall. Instead, our mission and values are precisely why candidates choose Virtuous. Our core values are:

1. Build Better: We build audacious ideas to accelerate philanthropy and dismantle the status quo.

2. Display Radical Generosity: We are generous with our time & talent as we serve our team and the nonprofit community.

3. Stay Humble & Enjoy the Journey: We take our work seriously, but we don't take ourselves too seriously.

Virtuous should act as a career accelerator for everyone on our team. Team members should look back at their time at Virtuous as one of the most productive and stretching seasons in their professional lives. This means that working at Virtuous isn't for everybody. It is for the select few who are ready to do hard things and build something truly great.

What We Offer

• Market competitive pay leveraging Carta data

• Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)

• 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days

• We value our employee's work-life balance and encourage taking advantage of Unlimited PTO

• Supportive time off including paid volunteer days and company holidays

• Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

• 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)

• We pride ourselves on Community and host exciting company outings and events.