Scale Customer Success Manager
Scale Customer Success Manager
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Job Description
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 midsized 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 bestinclass software solutions customer success interactions and sales experiences to the worlds leading nonprofits
We also recognize the importance of giving back and making a difference in the communities where we live and work. Thats 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 dont 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 Summary
We 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 touchmanaged 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. Youll 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 crossfunctional teams ensuring seamless communication and a unified customercentric approach
Strong technical acumen with the ability to learn complex products quickly and independently
Ability to identify upsell and crosssell opportunities
Proficiency in working with CRMs (ChurnZero and HubSpot a plus) email marketing and other technology
Ability to thrive in a fastpaced and everchanging 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 employees worklife balance and encourage taking advantage of Unlimited PTO
Supportive time off including paid volunteer days and company holidays
Employercontributed 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.
Weve recently noticed an increase in recruitment scams where individuals are impersonating recruiters to obtain personal or financial information through fraudulent interviews and job offers.
Please note that all legitimate communication from Virtuous will only come from the @ domain. If you receive a message from other domains even if they look similar (e.g. or they arenot legitimateand we recommend disregarding it immediately.
Required Experience:
Manager
Employment Type
Full-Time
