Director Of Customer Success
3 weeks ago
Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving.
Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the world’s leading nonprofits
We also recognize the importance of giving back and making a difference in the communities where we live and work. That's why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously, but we don’t take ourselves too seriously. We believe that life is too short not to love what you do.
The ideal candidate for Virtuous embodies our values by:
Asking questions with a spirit of curiosity
Giving feedback freely with candor & grace, welcoming it in return
Displaying a passion for philanthropy and technology
Serving with joy. Everyone is willing to make the coffee
Celebrating the wins & milestones of others
Assuming good intent & demonstrating trust in others
Pursuing relationships with people different from themselves & creates space to be human
Find our core values & more here.
Candidates local to Phoenix, AZ will be prioritized at this time
Position Summary
We are seeking a strategic and results-driven Director of Customer Success to lead our quota carrying Mid Market and Enterprise Customer Success teams. Reporting to our Chief Customer Officer, you will be responsible for ensuring our customers achieve their desired outcomes while maximizing the value they receive from our products and services. You will also own retention and expansion for all Virtuous customers across all Virtuous products. This role requires a blend of people leadership, strategic thinking, and hands-on execution to drive customer retention, renewals, and revenue growth.
Responsibilities
Own and optimize customer journey
Establish and promote a vision for an exceptional end-to-end customer experience tailored to the unique needs of nonprofits
Create standardized Success Plans for customers across all Virtuous product lines, ensuring consistency and excellence in service delivery
Define and oversee key lifecycle processes, including the executive sponsor program to build strategic relationships, executive business Review processes to assess satisfaction and growth opportunities, and renewal and expansion playbooks to drive customer renewals and product usage
Develop standard presentation materials for lifecycle plays, ensuring all customer-facing teams have the tools they need to effectively communicate value and progress
Personally manage escalations from your direct reports, and follow a methodical escalation process to Chief Customer Officer and/or customer executive sponsors
Drive customer value
Collaborate with Director of Customer Onboarding and Services to optimize time to value
Understand change management best practices for nonprofits
Enable CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor
Define, drive, and demonstrate the value (ROI) delivered to customers
Collaborate with Marketing to generate customer facing resources that enable CSM retention and expansion opportunities
Lead cross-functionally to drive customer success
Define organization-wide responsibilities for each stage of the customer journey
Gather feedback from other departments, including Sales, Services, Support, Product, and others, to improve the customer experience
Collaborate with other Virtuous leaders to refine company-wide definition of ideal customer profile
Help foster company-wide culture of Customer Success
Maximize CS specific platforms and tools
Facilitate the adoption of essential processes in ChurnZero
Ensure ChurnZero is our company’s single source of truth for customer health
Create and/or refine dashboards to measure customer success
Work with CCO and CX Operations Manager to refine ChurnZero ChurnScores periodically over time
Generate strategies for high-touch teams to leverage ChurnZero and enhance low-touch digital customer journeys
Own key metrics for your team and for Virtuous
Gross renewal rate
Net renewal rate
Expansion revenue
Virtuous Payments Growth Rate
Customer generated stage 2 pipeline for sales
NPS
Employee NPS
Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and upsell rates
Recruit, mentor, and inspire a world-class team
Build a pipeline of great CSM candidates to meet the needs of our quickly growing team.
Establish an effective interview process
Establish performance expectations and growth paths for team members and provide regular relevant feedback
Transition out underperforming team members
Develop enablement strategies for CSMs
Cultivate a culture of customer delight by adopting a "best for Virtuous, best for the customer" approach.
Revise CSM compensation plans annually or as necessary
Determine the segmentation of the customer base and align the team structure and levels accordingly
You Must Have
6+ years of experience in Customer Success or Account Management roles, with at least 3+ years in a leadership capacity
Experience overseeing managers
Proven track record of managing a Customer Success team and driving team performance metrics
Strong understanding of SaaS business models and experience in a SaaS environment
Nonprofit knowledge and experience preferred
Exceptional leadership, communication, and interpersonal skills
Analytical mindset with the ability to interpret data, draw insights, and make data-driven decisions
Experience implementing and/or managing customer success platforms or CRM systems (e.g., Hubspot, ChurnZero) is a plus
What We Offer
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
We value our employee’s work-life balance and encourage taking advantage of 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)
We pride ourselves on Community and host exciting company outings and events.
-
Director Of Customer Success
7 days ago
Phoenix, United States Virtuous Full timeJob DescriptionJob DescriptionAbout UsVirtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving.Our talented team is driven to disrupt the status...
-
Director of Customer Success
2 weeks ago
Phoenix, United States IronRod Health Full timeDescription: IronRod Health is a leading innovator and pioneering force in the healthcare industry, specializing in tech-driven solutions that enhance patient care and operational efficiency. At the forefront of the remote diagnostics revolution, our offerings span from advanced cardiac device monitoring and cutting-edge technology solutions that support...
-
Director, Customer Success Management
6 days ago
Phoenix, United States Kryterion Inc Full timeJob DescriptionJob DescriptionSalary: Position Overview:Kryterion is seeking a dynamic and strategic Director of Customer Success to lead and elevate our customer success initiatives. In this pivotal role, you will be responsible for driving client retention, satisfaction, and growth by serving as the key escalation point for enterprise clients while...
-
Customer Service Representative
3 weeks ago
Phoenix, United States Customer Labs Full timeWould you like to play a key role in supporting TrackMan's Support Team and our customers? Are you motivated, self-driven and willing to go the extra mile? Then you should join our successful TrackMan Support team! As a Tier 1 customer support technician, you will be providing an exceptional customer experience, interfacing with multiple internal and...
-
Customer Success Manager
2 days ago
Phoenix, United States 3Shape Full timeFLSA Status: ExemptCategory:Regular, full-time At 3Shape, we are pioneers in digital dentistry, dedicated to transforming the dental industry with innovative solutions that improve patient care and streamline dental workflows. Our cutting-edge technology empowers dental professionals to provide superior care and enhance patient outcomes. We are committed to...
-
Customer Success Manager
2 weeks ago
Phoenix, United States Cato Networks Full timeJob DescriptionJob DescriptionWelcome to the future of cloud networking and security! Cato Networks is the first company to converge enterprise networking and security into one centralized and global service that is delivered by cloud. Cato's unique technology inspired a brand-new product category, later named "SASE" by Gartner. Cato is the brainchild of...
-
Customer Success Specialist
2 months ago
Phoenix, United States Super Service Full timeSuper, a subscription care provider for the home, including home warranties, is looking to hire a Customer Success Specialist. This is a pivotal role within the modern business landscape, dedicated to nurturing and enhancing the relationship between a company and its customers. This specialist serves as a liaison, advocate, and advisor, ensuring that...
-
Customer Success Manager
1 week ago
Phoenix, Arizona, United States Vix Technology Full timeJob DescriptionJob Title: Customer Success ManagerCompany: Vix TechnologyJob Type: Full-timeLocation: Remote (with occasional travel)About Us: Vix Technology is a leading provider of innovative solutions for the public transit industry. We are committed to creating a diverse and inclusive work environment where everyone feels valued and empowered to...
-
Customer Success Manager
1 month ago
Phoenix, United States FreePower Full timeAbout Us: FreePower is a fast-moving tech company specializing in industry-leading wireless charging technology. We're seeking a strong Customer Success Manager to support our high-growth sales organization. Our product, FreePower for Countertop (www.freepower.io) was just named Best in Show at KBIS - one of the most coveted awards in the industry amongst...
-
Customer Success Analyst
4 weeks ago
Phoenix, United States American Express Global Business Travel Full timeAmex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. Ready to explore a career path? Start your journey. The Neo1 team is a “full...
-
Customer Success Manager
2 weeks ago
Phoenix, Arizona, United States Nikola Corporation Full timeOverviewAt Nikola Corporation, we are dedicated to fostering a sustainable future through innovative transportation solutions. As a passionate advocate for zero-emissions technology, you will play a crucial role in shaping our customer experience. We believe in collaboration and the power of teamwork to achieve our goals. If you thrive in a dynamic...
-
Customer Success Manager
2 weeks ago
Phoenix, Arizona, United States Swift Transportation Full timeCompensation Range: $23-$25What We Provide:Competitive starting salary based on experience and geographic location.Potential bonus incentives tied to company performance.Opportunities for community engagement and volunteerism.Comprehensive Benefits Package including: 401(K)Medical, Dental, Vision, Disability, Supplemental, and Life InsurancePaid Time...
-
Customer Success Specialist
1 day ago
Phoenix, Arizona, United States ResiCentral Full timeJob Description**Job Summary**The Client Success Specialist will be responsible for initial training and user setup for all new accounts and existing accounts adding new users. The Client Success Specialist will also cover for AE's out of the office and assist with AUS help desk tickets for all existing accounts. The Client Success Specialist will also be...
-
Customer Success Strategist
2 weeks ago
Phoenix, Arizona, United States REPAY - Realtime Electronic Payments Full timeAbout REPAYREPAY ("Realtime Electronic Payments") is a dynamic and rapidly expanding publicly traded financial technology and payment processing firm based in Atlanta, Georgia, with a national presence. REPAY empowers its clients to process payments at any time, from any location, and through various channels, ensuring a secure, seamless, and enjoyable...
-
Customer Success Manager
3 months ago
Phoenix, United States Konica Minolta Business Solutions Full timeOverview: Reporting to the National Manager Customer Success, the Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention and loyalty. The CSM works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. This includes the ability to...
-
Customer Success Professional
2 days ago
Phoenix, Arizona, United States Apploi Full timeAbout the RoleWe are seeking a highly skilled Customer Support Specialist to join our team at Apploi. As a key member of our customer-facing team, you will be responsible for providing exceptional support to our customers, ensuring their needs are met and exceeded.Key ResponsibilitiesCustomer Support: Respond to customer inquiries and resolve issues in a...
-
Customer Success Specialist
1 day ago
Phoenix, United States Apploi Full timeApploi is growing and we're looking for a remote Customer Support Specialist on the West Coast to join our team! As a Customer Support Specialist, you'll be on the front lines providing world-class support to our customers who rely on Apploi to streamline their recruitment process. You'll be responsible for answering inquiries and resolving customer issues...
-
Customer Success Specialist II
3 weeks ago
Phoenix, Arizona, United States WillScot Full timeAt WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative flexible workspace and portable storage solutions, serving...
-
Customer Success Specialist II
3 weeks ago
Phoenix, United States Williams Scotsman Full timeAt WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative flexible workspace and portable storage solutions, serving...
-
Customer Success Specialist II
3 weeks ago
Phoenix, United States WillScot Full timeAt WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative flexible workspace and portable storage solutions, serving...