Scale Customer Success Manager

2 months ago

Phoenix, United States Virtuous Full time
About Us

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.

Position SummaryWe are looking for an entry level Scale Customer Success Manager to join our growing Customer Success Team. As a Scale Customer Success Manager, you will report to the Director of Customer Success and will be focused on our tech touch-managed customers, ensuring customer retention and overall satisfaction.

In this role, you will support a diverse range of SMB nonprofit organizations, focusing on digital first solutions. You'll collaborate with other cross functional Virtuous teams to drive customer retention and ensure exceptional service. Your work will involve responding to customer inquiries as well as identifying common customer challenges and opportunities to develop scalable solutions for serving this segment of nonprofit customers.

Responsibilities
  • Own customer retention for this scaled segment of Virtuous customers
  • Manage inbound inquiries from Virtuous customers
  • Generate upsell leads for our Customer Success Management team
  • Provide product coaching and instruction to Virtuous customers as needed
  • Collaborate with internal Virtuous teams such as Technical Support, Customer Onboarding, Product, and Marketing. to ensure this segment of customers are served appropriately and receive the right messaging at the right time to make them successful
  • Handle customer issues with efficiency and professionalism
  • Manage the automatic renewal pipeline for this segment of Virtuous customers as needed
  • Manage customer statuses, notes, and tasks in ChurnZero, our Customer Success Platform
Requirements
  • Experience managing customers in B2B SaaS preferred
  • Experience in professional customer facing roles required
  • Direct experience working at/with nonprofits, understanding how nonprofits operate and fundraise preferred
  • Experience developing digital customer journeys and touchpoints
  • High attention to detail, meticulous organization, and the ability to juggle and triage multiple priorities at once
  • Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and a unified customer-centric approach
  • Strong technical acumen with the ability to learn complex products quickly and independently
  • Ability to identify upsell and cross-sell opportunities
  • Proficiency in working with CRMs (ChurnZero and HubSpot a plus), email marketing, and other technology
  • Ability to thrive in a fast-paced and ever-changing environment
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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