Strategic Customer Success Manager — Remote

Feathr; Northern (KY); Hybrid; USD 75,000 - 105,000; Full time

Benefits offered by this job

Fully remote

Health/Dental/Vision insurance

Paid vacation/sick/holidays

Professional development budget

Home office stipend

Team events

Parental leave

Job summary

Feathr is seeking a Customer Success Manager to supervise a portfolio of strategic nonprofit accounts, acting as a product expert and strategic adviser to maximize value and retention. You will guide customers in adopting Feathr’s marketing platform and drive joint success plans to align goals with Feathr’s solutions.

You will manage multi-threaded stakeholder relationships, renewals, and business reviews, while collaborating with the Professional Services team.

Qualifications

• 3+ years in a dedicated Customer Success or B2B SaaS role focused on retention and renewals.
• 2+ years in developing or managing digital marketing campaigns.
• Non-profit or association experience preferred.

Responsibilities

• 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.

Skills

Customer Success

SaaS

Account Management

Digital Marketing

Job description

Feathr is seeking a Customer Success Manager to supervise a portfolio of strategic nonprofit accounts, acting as a product expert and strategic adviser to maximize value and retention. You will guide customers in adopting Feathr’s marketing platform and drive joint success plans to align goals with Feathr’s solutions.

You will manage multi-threaded stakeholder relationships, renewals, and business reviews, while collaborating with the Professional Services team.