Enterprise Customer Success Manager

About Us At Virtuous, our mission is to build better solutions and create a culture of collaboration and growth. We aim to move the needle on global generosity by making a positive impact on the nonprofits we serve and intrinsically, the world. At our core, we aim to blend philanthropy and technology into one cohesive force. Our team is made up of humble individuals who are driven by using their skills and expertise to push the boundaries of what is possible. We strive to break the status quo and offer the best products and services for the needs of our nonprofits, exceeding their expectations. 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, whether it's through charitable donations, volunteering our time and resources, or simply being kind and compassionate to those around us. We enjoy the journey in all of our pursuits, recognizing that the destination is only a small part of the overall experience. Our Philosophy At Virtuous we hire the best talent which is not solely defined by skillset but rather the heart and passion for growing generosity in the world. We are not partners but rather champions for the success of the nonprofits we serve. We believe that it's not just about achieving our goals but having fun along the way. We try not to take ourselves too seriously and no one around here is a “big deal”. The ideal candidate for Virtuous embodies the following beliefs and behaviors that our team shares. We believe the following attributes are how we bring our values to life. Attributes of a great team member: Asks questions with a spirit of curiosity Gives feedback freely with candor & grace, welcomes it in return Displays a passion for philanthropy and technology Actively listens to & empathizes with customers, partners, & team Leads by serving. Everyone is willing to make the coffee Celebrates wins & milestones of others Assumes good intent & demonstrates trust in others Pursues relationships with people different from themselves & creates space to be human Find our core values & more here . Position Summary 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. Are you a former nonprofit fundraiser or leader looking for a career change? Perhaps a consultant in the nonprofit sector? Your nonprofit knowledge is an asset and if you are hungry for a new challenge this is the opportunity for you 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. Responsibilities Customer Relationship Management: 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. Proactive Issue Resolution: Anticipate customer issues and proactively address them before they escalate. Your proactive approach distinguishes you from traditional customer service, turning potential problems into opportunities for customers and Virtuous alike. Strategic Account Expansion: Understand each customer’s unique needs, allowing you to suggest innovative solutions that enhance their success with our products. Identify organic upsell opportunities by comprehensively understanding their use-case, ultimately driving business growth. Advocacy and Collaboration: 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. Product Expert: Provide strategic product support and comprehensive guidance on best practices. Your expertise ensures customers seamlessly adopt our products, enhancing their overall experience and deepening customer trust. Issue Identification and Resolution: 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. Strategic Vision: 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. Renewals Management and Upsell Strategy: Take ownership of customer renewals and upsell cycles, meticulously managing the process from initial outreach through contract close. Demonstrate a deep understanding of Virtuous contracts, ensuring compliance and favorable terms for both parties. 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. Your ability to navigate the renewal and upsell process contributes significantly to customer retention and revenue growth, ensuring mutually beneficial outcomes for Virtuous and our valued clients. You Must Have Customer-Centric Focus: Deep understanding of customer needs and a passion for ensuring their success with Virtuous products. Previous Nonprofit Experience: Experience in the nonprofit sector, understanding how nonprofits operate and fundraise. Relationship Building: Strong propensity for relationship building, enjoying forming and maintaining meaningful customer relationships. Proactive Problem-Solving: Proven ability to identify and address customer issues before they escalate, demonstrating a proactive and solution-oriented approach. Collaborative Mindset: Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and a unified customer-centric approach. Technical Proficiency: Strong technical acumen to provide product support and guidance. Sales Acumen: Ability to identify upsell and cross-sell opportunities based on a deep understanding of the client’s use-case and needs. Project Management: 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. 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.

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