Manager, Nonprofit Customer Success

Windfall•San Francisco, CA

9d•$155,000 - $175,000

About The Position

As a Manager of Nonprofit Customer Success, you will lead a team of Customer Success Managers (CSMs) focused on scaling the nonprofit vertical within our business. You will own a set of accounts, manage and grow a team, and build systems and processes to help scale the customer success organization at Windfall in the years to come. Weâre on a mission to change how organizations perceive and use people data. And we hold true to our core values of: (1) Be an excellent communicator; (2) Operate with transparency; (3) Provide leverage, not optimization; (4) Make a difference every day; and (5) Act with integrity and trust.

Requirements

At least 8 years of experience in analytical, customer-facing roles (e.g., customer success, consulting, solution consulting, implementations, growth strategy), with a minimum of 3 years leading Customer Success teams
Experience developing success plans and orchestrating cross-functional dynamics to drive positive outcomes with customers
Exceptional forecasting acumen and operational rigor, with proven experience identifying risk and growth signals to maintain forecast accuracy and drive commercial discussions
Demonstrated success with navigating large organizations, driving adoption and expansion, and cultivating executive relationships/sponsorship
Deep understanding of how data intelligence impacts go-to-market strategies, specifically in areas like digital marketing and performance measurement
Established track record of building relationships and presenting to Directors, VPs, and C-level executives
Passion for learning
Experience with CRMs (e.g. Salesforce or Bloomerang)
Strong presentation design and delivery skills
Highly organized with good attention to detail
Excellent verbal & written communication skills

Nice To Haves

Bachelor's degree from a top-tier university, MBA a plus
Background in nonprofit fundraising
Understanding of consumer financial data, signals of wealth
Basic knowledge of data science

Responsibilities

Scale the end-to-end customer experience, including onboarding, product adoption, usage, and implementation of best practices and growth
Train, develop, and mentor a team of 7 Customer Success Managers
Leading our recruiting strategy to attract and hire high-quality candidates
Coach the team to deliver value for our customers by enabling them to use Windfallâs solution to meet their business objectives
Coach the team to develop and execute a comprehensive Account Growth Strategy (e.g., land-and-expand strategies, value mapping) to significantly increase usage, adoption, and ultimately, lifetime value and revenue
Coach the team to identify new opportunities within nonprofit accounts, including potential for increased fundraising and enhanced analytics
Lead Executive Business Reviews (EBRs) with client C-level/SVP sponsors, focused on quantifiable Return on Investment (ROI), realized business value, and alignment on future strategic objectives
Coach the team to proactively manage relationships within customersâ teams, including multi-threading across departments and levels, and adapting to customer team hires and departures
Serve as a trusted advisor and industry expert, translating Windfall's data intelligence into high-impact business outcomes for the client
Develop internal playbooks and customer-facing content, including best practices guides and thought leadership pieces
Develop and implement efficient processes to enhance customer engagement and satisfaction
Lead strategic initiatives and influence the Customer Success roadmap by synthesizing the needs of our nonprofit customers and translating them into actionable organizational improvements
Partner with other Windfall departments on internal enablement, webinars, and internal or customer-facing documentation
Lead efforts to validate and enhance the effectiveness of Windfall's offerings through product feature requests, feedback, and discussions