Client Relations Team Lead

SofterWare

2d•Remote

About The Position

This position is intended for internal applicants only. External applicants WILL NOT be considered. Make an Impact That Matters Are you passionate about helping nonprofits grow their impact? Join SofterWare, a mission-driven technology company empowering thousands of organizations to change the world through innovation, data, and connection. About SofterWare Repeatedly recognized as a Philadelphia Inquirer Top Workplace, SofterWare builds innovative software-as-a-service (SaaS) products that empower nonprofits to thrive. Over 10,000 organizations use our flagship product, DonorPerfect, to leverage donor data, launch impactful fundraising campaigns, and strengthen the communities they serve. Why you will love working at SofterWare: Contribute to a mission-driven organization dedicated to empowering nonprofits — where your work directly helps meaningful causes and makes a real difference in the world. Enjoy a remote-first, flexible work environment that supports your well-being and balance. Be part of a company culture that values collaboration, learning, inclusion, and giving back together as a team. Engage with vibrant employee groups like Diversity & Inclusion, SofterWare Women’s Network, SofterWare Wellness, and SofterWare Gives Back, our volunteer and community service initiative. Build meaningful relationships in a remote-first environment — from lively Slack channels that connect teammates with shared interests to virtual events that strengthen our sense of community

Requirements

Strong dedication to customer satisfaction, retention, and long-term customer success.
Strong ability to build, follow, and improve structured processes that increase efficiency and consistency.
Data-driven mindset with the ability to analyze key metrics and use insights to make strategic business decisions.
Proven success in resolving complex customer concerns and driving positive outcomes.
Self-motivated with the ability to take initiative in a challenging, fast-paced environment.
Ability to manage multiple responsibilities and priorities across teams and organizational needs.
Collaborative approach with a strong appreciation for teamwork and partnership across departments.
Ability to lead, coach, and support a team in a way that promotes accountability, development, and strong performance.
Strong verbal and written communication skills, including the ability to present insights and recommendations clearly.
Proficiency in Microsoft Excel and comfort working with data to support analysis and decision-making.
Ability to connect day-to-day client feedback and team operations to broader retention and business goals.

Nice To Haves

Bachelor’s degree preferred, or equivalent combination of education and relevant experience.
Three or more years of experience in customer relations, customer care, customer success, retention, account support, or a related customer-facing role preferred.
Strong performance in a current or previous customer-facing role preferred.
Demonstrated success in handling complex customer concerns and supporting positive customer outcomes preferred.
Prior experience serving as a senior team member, mentor, trainer, or informal leader preferred.
Previous supervisory or team leadership experience is a plus, but not required.
Experience working with customer feedback, satisfaction measures, retention efforts, or service-related metrics preferred.
Understanding of customer retention, satisfaction, and engagement concepts and the role they play in client success.

Responsibilities

Work closely with SofterWare leadership and cross-functional teams to implement strategies that improve customer retention, customer satisfaction, and customer engagement.
Develop and support strategies aimed at increasing revenue retention and reducing revenue lost due to customer attrition.
Analyze customer experience trends, identify concerns that may contribute to attrition, and provide actionable feedback to cross-functional teams.
Oversee efforts to measure and improve client success in using SofterWare products and services.
Manage and support a team of Client Relations Specialists and Senior Client Relations Specialists.
Evaluate team effectiveness and productivity, provide coaching and feedback, and conduct performance reviews.
Serve as an escalation point for customer concerns that require additional support, coordination, or decision-making.
Identify opportunities to improve workflows, processes, and team effectiveness in support of customer satisfaction and retention goals.
Partner with teams across the organization to align on customer needs, improve service outcomes, and support retention efforts.
Monitor and interpret key retention, satisfaction, and engagement metrics to guide team priorities and business decisions.
Support the professional growth and ongoing development of team members through coaching, guidance, and feedback.
Participate in department planning, goal-setting, and strategic discussions related to customer care and retention.
Perform other duties as assigned.