Customer Success Manager

Feathr•Gainesville, FL

12d•Remote

About The Position

As a Customer Success Manager at Feathr, you'll play a vital part in our mission to deliver unparalleled digital marketing solutions to nonprofits. You’ll be a key contributor on a team that's reshaping the way nonprofits nurture and engage their communities. You serve as the bridge between Feathr and our customers, by not just ensuring their satisfaction, but by also understanding clients’ unique needs, and driving their success by serving as subject-matter-expert and guide. You will inspire and empower our customers by offering strategic insights and best practices, fostering a productive and outstanding customer experience that drives exceptional outcomes.

Requirements

3+ years of experience in a dedicated Customer Success or B2B SaaS Account Management role, focused on driving customer retention, renewal, and value outcomes.
2+ years experience developing, managing, or planning digital marketing campaigns.
Agile & Organized: You maintain exceptional organization and can expertly manage shifting priorities—including escalations, retention risk, and strategic initiatives—to ensure critical deadlines and goals are consistently met.
Strategic Vision: You possess the ability to maintain a high-level view of account health, focusing on long-term business strategy and value realization rather than getting consistently diverted by day-to-day tactical issues.
Customer Educator: You empower customers to become proficient and self-sufficient in the application while proactively driving adoption of new features and best practices to ensure they maximize value.
Executive Presence & Commercial Acumen: You are comfortable leading strategic and sometimes difficult conversations with senior decision-makers and stakeholders, and are adept at managing the end-to-end renewal process, including contract negotiations.
Proactive & Clear Communicator: You use foresight to anticipate customer roadblocks, clearly overcommunicate with all stakeholders, and adjust your communication style to effectively translate complex technical concepts for any audience.
Marketing Subject Matter Expert: Applies evolving marketing best practices to customer's campaign strategies, personal workflows, and customer conversations in alignment with Feathr's positioning.

Nice To Haves

Non-profit or association industry experience is strongly preferred.

Responsibilities

Manage a portfolio of strategic accounts.
Become a Feathr Product expert and strategic adviser.
Guide customers on how to creatively and productively utilize the Feathr app to amplify their marketing efforts.
Lead the creation and execution of Joint Success Plans to align customer goals with Feathr's solutions.
Drive multi-threading efforts within customer organizations to secure key stakeholder relationships and mitigate risk.
Assist customers in developing the skills for them to independently create and manage campaign plans based on their goals.
Track account progress and status updates in Salesforce and Planhat.
Own the end-to-end renewal process, including contract management, pricing, and expansion to ensure customer renewal.
Create and lead customer Business Reviews (e.g., Quarterly Business Reviews) to highlight value with Feathr, as well as to uncover risk and growth opportunities.