Future Hiring- Customer Success Manager

Customer Success Manager

We are looking for a Customer Success Manager to join our growing Customer Success Team. As a Customer Success Manager, you will report to the Manager of Customer Success and will be focused on our mid-level customers' product adoption, utilization, and overall satisfaction.

Are you a former nonprofit fundraiser or leader looking for a career change? Perhaps a consultant in the nonprofit sector? Your nonprofit knowledge is an asset and if you are hungry for a new challenge this is the opportunity for you!

In this role, you will work closely with other Customer Experience teams such as Support, Onboarding, & Training to help maximize customer growth. Your responsibilities will include supporting a wide variety of mission focused organizations 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 escalate. Your proactive approach distinguishes you from traditional customer service, turning potential problems into opportunities for customers and Virtuous alike.
• 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 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 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, managing the process from initial outreach through contract close. Demonstrate a solid 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

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