Scale Customer Success Manager

1 month ago

Phoenix, Arizona, United States Virtuous Full time
About Us

Virtuous is a mission-driven company that empowers nonprofits to build stronger relationships with their donors. We offer a cutting-edge software platform that provides mid-sized charities with innovative tools for fundraising, marketing, volunteerism, and online giving.

Our talented team is passionate about disrupting the status quo in the nonprofit sector. We are driven, humble, and committed to delivering exceptional 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

We are looking for a talented and motivated individual who embodies our values by:

  • Asking questions with a spirit of curiosity
  • Giving feedback freely with candor and grace, welcoming it in return
  • Displaying a passion for philanthropy and technology
  • Serving with joy
  • Celebrating the wins and milestones of others
  • Assuming good intent and demonstrating trust in others
  • Pursuing relationships with people different from themselves and creating space to be human
Job Summary

We are seeking 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.

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.

Responsibilities

As a Scale Customer Success Manager, your responsibilities will include:

  • Managing customer retention for this scaled segment of Virtuous customers
  • Managing inbound inquiries from Virtuous customers
  • Generating upsell leads for our Customer Success Management team
  • Providing product coaching and instruction to Virtuous customers as needed
  • Collaborating with internal Virtuous teams to ensure this segment of customers are served appropriately and receive the right messaging at the right time to make them successful
  • Handling customer issues with efficiency and professionalism
  • Managing the automatic renewal pipeline for this segment of Virtuous customers as needed
  • Managing customer statuses, notes, and tasks in ChurnZero, our Customer Success Platform
Requirements

To be successful in this role, you will need:

  • Experience managing customers in B2B SaaS
  • Experience in professional customer-facing roles
  • Direct experience working at or with nonprofits, understanding how nonprofits operate and fundraise
  • 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

We offer a competitive compensation package, including:

  • 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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