Client Success Manager � Remote

Position: Client Success Manager Remote

Status: Direct Placement - Full-Time Hourly (40 hours)

Hours: 5 days per week, from 9am-6pm EDT with one-hour lunch

• As a Nonprofit Client Success Manager, you will drive client satisfaction and retention by ensuring outstanding service, managing relationships, and fostering growth opportunities for our clients. *
  
  

About The Organization

The Client Success Manager (CSM) reports to the Client Success Team Lead and is focused on maximizing client retention and satisfaction. The primary goal is to ensure clients achieve their desired outcomes and view their engagement as a success, which encourages future expansion of their services. This role emphasizes Onboarding, Utilizing, and Growing accounts within the Winning by Design Sales-as-a-Science Revenue Bowtie framework.

About The Role

Join a dynamic and expanding company as a Nonprofit Client Success Manager, where you will play a crucial role in delivering exceptional service and support to our nonprofit clients. Your responsibilities will include managing client relationships, enhancing engagement and loyalty, and driving success with our services.

Compensation & Benefits

• Comprehensive benefits package that includes paid time off, health insurance, and a 401(k) plan with company matching.
• Compensation range $70-75K
  
  

KEY RESPONSIBILITES:

Client Retention & Growth

• Regularly engage with clients to assess satisfaction, address concerns, and develop retention strategies.
• Identify upselling and cross-selling opportunities that align with client needs and enhance compliance.
• Achieve personal gross and net retention goals on an annual and quarterly basis.
• Advocate confidently for our services to encourage client retention.
  
  

Client Experience Development

• Ensure timely responses to client inquiries, within one business day.
• Develop a feedback system for gathering client insights within six months.
• Conduct weekly meetings with Tier 1 clients to evaluate and improve their experience.
• Design and implement a plan to enhance client experience and efficiency within one year.
  
  

Client Service

• Maintain a CSAT rating of 90% or higher.
• Develop skills in de-escalation and customer retention.
• Follow standard communication practices for client interactions.
• Continuous Innovation
• Lead initiatives to innovate and reduce waste, supporting strategic changes across the service department.
  
  

REQUIRED QUALIFICATIONS:

• 5+ years of experience in client-facing roles such as CSM or Account Manager.
• Proven ability to meet performance metrics and service level agreements.
• Excellent communication skills, both written and verbal.
• Strong proficiency with CRM systems, email, and video conferencing tools.
• Demonstrated capability in teaching and driving software adoption.
• Outstanding multitasking and organizational skills in dynamic settings.
• Passion for solving complex problems and quick learning ability.
  
  

PREFERRED QUALIFICATIONS:

• Bachelor's or master's degree in business management or a related field.
• Experience in sales or B2B client service roles, particularly with large accounts.
• Track record of success in client retention and revenue growth.
• Familiarity with technology functionality and design processes.
• Experience with Zendesk and Google Suite.
  
  

OTHER IMPORTANT INFORMATION:

Accountability

• Proactive Opportunity Generation: Identify and create opportunities to expand services with existing clients.
• Client Response: Respond promptly and effectively to client inquiries.
• Winning Sales, Including Renewals: Follow sales processes to guide leads through discovery, pitching, objection handling, and negotiations.
  
  

Expected Mastery Topics and Skills

• Guide clients through onboarding from the sales pipeline to active status.
• Conduct revenue-generating experiments to understand market dynamics.
• Utilize enablement materials effectively to address client needs.
• Submit accurate ARR forecasts bi-weekly, aiming for above 90% accuracy.
• Maintain CRM data integrity with consistent and accurate notetaking.
• Gather and report market intelligence to the product team regularly.
• Collaborate with Sales, Marketing, and Partnership teams, managing referrals and honoring agreements.
  
  

Key Criteria/Requirements

• 2-4 years of experience in SaaS or professional services sales in a B2B context.
• Proven success in exceeding quotas as an Account Manager or CSM.
• Experience with CRM tools such as HubSpot or Salesforce.
• Error-free resume, cover letter, and documentation.
• Experience in teaching or demonstrating software.
  
  

Positive Indicators

• Bachelor's degree in marketing, Business, or a related field.
• Experience with entity, licensing, tax, and records management solutions.
• Background in fast-growth environments (minimum 25%+ YoY).
• Demonstrated prospecting skills in the application process.
• Familiarity with Winning by Design methodologies, such as SPICED Discovery Framework and 3Rs of relevant messaging.
  
  

PHYSICAL DEMANDS

• Ability to lift/move up to 20 pounds.
• This position routinely utilizes standard office equipment such as laptops, computers, phones, photocopiers, and filing cabinets, in a home office as well as an in-person office environment.
• This position is generally performed in a professional office setting; 70% sitting, 20% standing, and 10% walking.
• The physical requirements described are representative of those that must be met to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with a qualifying disability to perform the essential functions.
  
  

GENERAL INFORMATION: Applicants are assured of equal consideration regardless of race, age, color, religion, national origin, gender, GINA, political affiliation, membership or non-membership in employee organization, marital status, physical handicap which has no bearing on the ability to perform the duties of the position.