Strategic CSM for Associations & Membership Growth

Natter; Washington, Chicago (District of Columbia, IL); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Natter in the United States is seeking a Strategic Customer Success Manager for Associations to build the function from the ground up as we open a new vertical. You will own strategic relationships with national associations, professional societies and trade organizations.

You will guide onboarding, renewal and expansion, collaborate with the Account Executive for Associations, and work with CEOs/Executive Directors to demonstrate value and renew.

Qualifications

• 7+ years’ experience in Customer Success, Account Management, or a similar client-facing role at a SaaS company or management consulting (MBB or equivalent).
• Experience working with or inside associations, professional societies, trade organizations or other membership bodies is a strong advantage.
• Experience managing strategic accounts with complex stakeholder ecosystems, including boards, committees and volunteer leadership.
• A track record of building a function, process or playbook from scratch, ideally at an early-stage company.
• Strategic, customer-centric mindset with a track record of identifying and driving growth opportunities within accounts.
• Exceptional presentation, written and verbal communication skills, with the ability to engage both technical and non-technical audiences.
• Comfort navigating C-level and board-level conversations and facilitating high-impact meetings.
• Strong commercial acumen; able to identify value drivers and influence buying behavior.
• Strong multitasking and prioritization skills, with the ability to assess and respond to situational urgency effectively.
• Willingness to travel regularly for customer engagements and association events.
• Experience with SaaS, particularly B2B or vertical software, is a plus; familiarity with association management systems (AMS) is a bonus.
• Research interests and academic credentials are a major advantage

Responsibilities

• Own and nurture strategic relationships with our association customers, ensuring success and long-term value
• Guide customers through key lifecycle stages, from onboarding to renewal and expansion, planned around the association calendar of board cycles, annual meetings and membership renewals
• Develop and execute strategic success plans; lead quarterly and executive business reviews with association leadership to demonstrate value, gather insights and help customers achieve their goals
• Help associations design and run Natter programs that engage their members, boards, committees and staff
• Identify and drive expansion opportunities, working with our Account Executive for Associations and the Account Growth team to grow accounts based on customer needs
• Build the CS playbook for the vertical: onboarding, success metrics, renewal motion and customer stories the function can scale on
• Collaborate closely with Product, Marketing and Solutions teams to ensure a seamless customer experience and align strategies with customer needs
• Partner with customers to analyze key performance indicators (KPIs), such as member participation and engagement, identify trends, and use data-driven insights to inform strategic decisions
• Advocate for the customer voice internally, influencing product development and fostering a customer-centric culture
• Represent Natter at association conferences and industry events alongside the sales team

Skills

Customer Success

Account Management

SaaS

Management consulting

Associations

Strategic accounts

Executive communication

C-level conversations

Growth opportunities

Travel willingness

Job description

Natter in the United States is seeking a Strategic Customer Success Manager for Associations to build the function from the ground up as we open a new vertical. You will own strategic relationships with national associations, professional societies and trade organizations.

You will guide onboarding, renewal and expansion, collaborate with the Account Executive for Associations, and work with CEOs/Executive Directors to demonstrate value and renew.