Customer Success Manager

Remote (United States)

Employment Type

Full Time

Compensation

Annual Base Salary: $80,000 - $100,000 per year

Compensation may also include equity. Final compensation is based on experience, skill set, role scope, interview performance, and geographic location.

About the Role

This opportunity is for a Customer Success Manager responsible for owning the post-sale journey for a portfolio of nonprofit and grant-writing customers. The role focuses on onboarding, engagement, retention, expansion, customer advocacy, and scalable customer success playbooks within a fast-growing SaaS environment.

The Customer Success Manager will manage customer outcomes end to end, build strong customer relationships, support deeper product adoption, and help customers recognize new opportunities for value and impact.

What You’ll Do

Own the Customer Relationship

• Own post-sale onboarding, engagement, retention, and expansion across a portfolio of customer accounts.
• Build personal relationships with customers and create clear narratives that help them realize platform value.
• Identify new opportunities for customers to achieve deeper impact through stronger platform use.
• Nurture and grow accounts through one-on-one customer interactions.
• Manage challenging customer conversations, including discussions with leadership-level stakeholders.

Drive Adoption and Account Health

• Meet and exceed customer satisfaction, adoption, renewal, and expansion targets.
• Evaluate adoption metrics, customer budgets, and stakeholder networks to manage account health.
• Identify customer risk early and take proactive steps to improve retention and engagement.
• Conduct business reviews with customers.
• Proactively identify ways the platform can better support each customer.
• Consult customers on change management, product knowledge, and best practices to deepen platform usage.

Partner and Advocate

• Co-create engagement strategies with Customer Enablement Managers to scale adoption, retention, and upsell results across the customer base.
• Serve as the voice of the customer by sharing customer feedback with revenue and product teams.

Qualifications

Required Qualifications

• 3+ years of experience in a customer-facing Customer Success or Account Management role within SaaS.
• Experience managing a portfolio of 300+ customer accounts.
• Proven relationship-building skills, including the ability to manage difficult conversations and build rapport with leadership-level customers.
• Strong written and verbal communication skills, with the ability to explain complex topics clearly over video and in writing.
• Comfort working through ambiguity and change in a fast-paced environment.
• Proactive, ownership-driven approach to improving processes and customer outcomes.

Preferred Qualifications

• Background in nonprofit development or fundraising.
• Experience working at an early-stage startup.
• Experience working with nonprofit or SMB customers.
• Familiarity with G Suite, Zoom, Slack, Intercom, and HubSpot.
• Experience working remotely.

Benefits

• 100% covered health, dental, and vision insurance for employees.
• 50% covered health, dental, and vision insurance for dependents.
• Generous paid time off, including parental leave.
• 401(k) retirement plan.
• Company laptop.
• Home-office stipend.
• Bi-annual company retreats.
• Ongoing opportunities for new challenges and professional growth.