Client Success Consultant – Grants and Scholarships

Foundant + smartsimple

7d•Hybrid

About The Position

This role involves establishing yourself as a trusted, strategic advisor to clients, helping them realize continued value from Foundant products and services while driving long-term loyalty, retention, and growth. You will manage and nurture a portfolio of clients, guiding them through the full customer journey—from post-implementation and go-live through ongoing optimization—using a consultative, outcomes-focused approach. You will proactively monitor and improve client health, leveraging tools like Gainsight, customer success metrics, and NPS insights to identify risks, opportunities, and trends, and to document and act on client engagement. You will design, deliver, and support scalable client engagement and education, including proactive success campaigns, feature rollouts, webinars, events, and thought leadership content that reinforces Foundant’s expertise. You will serve as the voice of the customer internally, collaborating with Product, Support, Sales, Marketing, and Leadership to advocate for client needs, influence product direction, and improve the overall customer experience. You will support client growth and continuity, building relationships with new administrators, aligning product licensing and services to client needs, and assisting with renewals, upsells, and contractual documentation. You will drive cross-functional collaboration, coordinating with internal teams to manage incoming client success work, prepare for strategic client engagements, and enable effective communication across departments. You will maintain deep expertise in Foundant products and best practices, continuously expanding your knowledge to provide informed guidance that helps clients maximize adoption and return on investment. Other duties as assigned.

Requirements

At least 2 years' experience in philanthropy.
Minimum of two years of direct experience in client delivery in an IT services company and/or related industry.
Two or more years of experience in Grant lifecycle management for nonprofit organization and/or community foundation.
Two or more years of experience in Scholarship lifecycle management for nonprofit organization and/or community foundation.
Experience in educating and guiding clients through the above business areas.
Ability to identify and adjust training to different learning styles of clients.
Strong technical aptitude and ability to learn software programs and analyze data.
Ability to travel occasionally (approximately 20%).
Must be legally eligible to work in the United States.

Nice To Haves

Adaptive Achievement: Handles time pressure and diverse demands with poise, skillfully balancing short-term tasks with long-term projects.
Productive Collaboration: Contributes to process improvements by identifying opportunities to scale shared ways of working, documenting best practices, and supporting clear communication of changes to colleagues.
Service Orientation: Develops deep client connections by understanding and empathizing with their perspectives and needs, while being able to remain professional and composed during challenging conversations.
Business Insight: Builds a deepening understanding of the business’s interconnected systems and processes, identifying and sharing opportunities to increase efficiencies.
Active Learning: Proactively tackles challenges with curiosity and resourcefulness, taking responsibility for finding solutions.

Responsibilities

Establish yourself as a trusted, strategic advisor to clients, helping them realize continued value from Foundant products and services while driving long-term loyalty, retention, and growth.
Manage and nurture a portfolio of clients, guiding them through the full customer journey—from post-implementation and go-live through ongoing optimization—using a consultative, outcomes-focused approach.
Proactively monitor and improve client health, leveraging tools like Gainsight, customer success metrics, and NPS insights to identify risks, opportunities, and trends, and to document and act on client engagement.
Design, deliver, and support scalable client engagement and education, including proactive success campaigns, feature rollouts, webinars, events, and thought leadership content that reinforces Foundant’s expertise.
Serve as the voice of the customer internally, collaborating with Product, Support, Sales, Marketing, and Leadership to advocate for client needs, influence product direction, and improve the overall customer experience.
Support client growth and continuity, building relationships with new administrators, aligning product licensing and services to client needs, and assisting with renewals, upsells, and contractual documentation.
Drive cross-functional collaboration, coordinating with internal teams to manage incoming client success work, prepare for strategic client engagements, and enable effective communication across departments.
Maintain deep expertise in Foundant products and best practices, continuously expanding your knowledge to provide informed guidance that helps clients maximize adoption and return on investment.
Other duties as assigned.