Strategic Customer Success Manager (Associations)

Natter•New York, NY

About The Position

Natter is hiring its first US-based Customer Success Manager dedicated to associations. The role will build the customer success function for this new vertical from the ground up, including its playbook, processes, and success metrics, and will work closely with the Account Executive for Associations as Natter enters the market. The position serves national associations, professional societies, and trade organizations, helping them realize value from Natter’s conversational AI platform and build strong, lasting customer relationships. The Strategic Customer Success Manager will guide association customers through onboarding, adoption, renewal, and expansion. They will work with senior association leaders to plan and run member-engagement programs, demonstrate customer outcomes, and use performance data to inform decisions. The role also collaborates with Product, Marketing, Solutions, and Account Growth teams, advocates for customer needs internally, and represents Natter at association events. This is an opportunity to help shape a new vertical and potentially grow the US customer success team as the business expands.

Requirements

At least 7 years of experience in Customer Success, Account Management, or a similar client-facing role at a SaaS company or in management consulting (MBB or equivalent).
Experience managing strategic accounts with complex stakeholder ecosystems, including boards, committees, and volunteer leadership.
Track record of building a function, process, or playbook from scratch, ideally at an early-stage company.
Strategic, customer-centric mindset and a track record of identifying and driving growth opportunities within accounts.
Exceptional presentation, written, and verbal communication skills, with the ability to engage technical and non-technical audiences.
Comfort navigating C-level and board-level conversations and facilitating high-impact meetings.
Strong commercial acumen and ability to identify value drivers and influence buying behavior.
Strong multitasking and prioritization skills, including the ability to assess and respond to situational urgency.
Willingness to travel regularly for customer engagements and association events.

Nice To Haves

Experience working with or inside associations, professional societies, trade organizations, or other membership bodies.
Experience with SaaS, particularly B2B or vertical software.
Familiarity with association management systems (AMS).
Research interests and academic credentials.

Responsibilities

Own and nurture strategic relationships with association customers to support customer success and long-term value.
Guide customers through lifecycle stages from onboarding to renewal and expansion, accounting for association calendars, including board cycles, annual meetings, and membership renewals.
Develop and execute strategic success plans.
Lead quarterly and executive business reviews with association leadership to demonstrate value, gather insights, and help customers achieve their goals.
Help associations design and run Natter programs that engage members, boards, committees, and staff.
Identify and drive expansion opportunities in partnership with the Account Executive for Associations and the Account Growth team.
Build the customer success playbook for the association vertical, including onboarding, success metrics, renewal processes, and customer stories.
Collaborate with Product, Marketing, and Solutions teams to provide a seamless customer experience and align strategies with customer needs.
Partner with customers to analyze KPIs such as member participation and engagement, identify trends, and use data-driven insights to inform strategic decisions.
Advocate for the customer voice internally, influence product development, and foster a customer-centric culture.
Represent Natter at association conferences and industry events alongside the sales team.