Customer Success Lead - Civic Champions

About the position

Civic Champs is a dynamic and innovative company that provides the most intuitive and impactful solution for volunteer management and engagement. We are committed to delivering exceptional value to our non-profit customers and ensuring their success. We are seeking a Customer Success Lead to join our team and play a critical role in driving customer satisfaction and loyalty.

Responsibilities

• Build, lead, and own the vision of all customer success efforts.
• Develop and maintain strong relationships with key customers. Understand their needs, challenges, and objectives.
• Develop and execute a comprehensive customer success strategy that aligns with the company's goals and ensures customer satisfaction and retention.
• Oversee the onboarding process to ensure a smooth and successful transition for new customers, including product training and implementation support.
• Proactively monitor customer accounts, identify potential issues, and take necessary actions to prevent churn and increase customer lifetime value.
• Gather customer feedback and insights to help improve our products, services, and overall customer experience.
• Analyze customer data and metrics to track and report on customer success KPIs, making data-driven decisions.
• Encourage satisfied customers to become advocates, by providing testimonials, case studies, and referrals.
• Identify opportunities for upselling and cross-selling additional products or services to existing customers to drive revenue growth.
• Work closely with cross-functional teams like Marketing, Product, and Sales to communicate product issues, feature requests, and overall customer sentiment.

Requirements

• 1+ year(s) of volunteer coordinator or nonprofit leadership experience preferred.
• Great attention to detail, high diligence, and high level of organization.
• Self-starter and enjoys autonomy with a large degree of ownership in the role.
• Comfort in a start-up environment and the initiative to 'roll up your sleeves' and do what is needed to support the business needs.
• Finds energy in talking with others.
• Ability to multitask and prioritize customer needs.
• Ability to read and adapt to changing environments.
• Excellent relationship-building skills with internal and external stakeholders.
• Integrity and passion for our services.
• Excellent written and verbal communication skills.
• Ability to analyze data and derive actionable insights.
• Proactive and results-oriented, with a focus on exceeding customer expectations.
• Ability to work in a remote setting.
• Minimal travel required.
• Some evening and weekend work required.

Nice-to-haves

• Experience in customer service.
• Experience working in a startup.
• Experience working in nonprofit organizations.