Strategic Enterprise CSM for Nonprofit SaaS Growth

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

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