Enterprise Customer Success Manager

Virtuous • Madison, MS

23h

About The Position

We are looking for an Enterprise Customer Success Manager to join our growing Customer Success Team. As an Enterprise Customer Success Manager, you will report to the Manager of Enterprise Customer Success and will be focused on our largest and most strategic customers' product adoption, utilization, and overall satisfaction. We're looking for people who bring both nonprofit expertise and SaaS experience to the table, ideally in nonprofit technology. Whether you've spent years serving the sector from inside a tech company or you're a nonprofit leader who's fallen in love with software, your blended background is exactly what makes this role exciting. In this role, you will work closely with teams across the company including Marketing, Sales, and Revenue Enablement to help maximize our growth. Your responsibilities will include supporting strategic enterprise-level customers 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.

Requirements

• Deep understanding of customer needs and a passion for ensuring their success with Virtuous products.
• Direct experience working with nonprofit customers in a B2B SaaS environment, with a real understanding of how nonprofits operate and fundraise.
• Strong propensity for relationship building, enjoying forming and maintaining meaningful customer relationships.
• Proven ability to identify and address customer issues before they escalate, demonstrating a proactive and solution-oriented approach.
• Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and a unified customer-centric approach.
• Strong technical acumen to provide product support and guidance.
• Ability to identify upsell and cross-sell opportunities based on a deep understanding of the client’s use-case and needs.
• Organizational skills, with the ability to prioritize effectively along with critical thinking abilities to balance customer needs with Virtuous' objectives.
• Proficiency in working with CRMs, email marketing, and other technology.

Responsibilities

• 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.
• Anticipate customer issues and proactively address them before they escalate.
• Identify organic upsell opportunities by comprehensively understanding their use-case, ultimately driving business growth.
• 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.
• Provide strategic product support and comprehensive guidance on best practices.
• Handle complex 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.
• 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.
• Take ownership of customer renewals and upsell cycles, meticulously managing the process from initial outreach through contract close.
• 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.

Benefits

• Market competitive pay leveraging Carta data
• Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
• 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
• Unlimited PTO
• Supportive time off including paid volunteer days and company holidays
• Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)
• Community and host exciting company outings and events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed