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Virtuous · 1 day ago

Enterprise Customer Success Manager

United States

Full-time

Remote

Mid Level

Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. The Enterprise Customer Success Manager will focus on ensuring product adoption, utilization, and overall satisfaction for the company's largest and most strategic customers.

AnalyticsCharityCRMSaaSSoftware

Growth Opportunities

Responsibilities

Customer Relationship Management: Serve as a dedicated point of contact, accompanying customers on their journey from sales closure through the entire lifecycle. Cultivate deep, meaningful multi-threaded relationships, ensuring customer loyalty and trust with all key stakeholders for optimized product adoption

Proactive Issue Resolution: Anticipate customer issues and proactively address them before they escalate. Your proactive approach distinguishes you from traditional customer service, turning potential problems into opportunities for customers and Virtuous alike

Strategic Account Expansion: Understand each customer’s unique needs, allowing you to suggest innovative solutions that enhance their success with our products. Identify organic upsell opportunities by comprehensively understanding their use-case, ultimately driving business growth

Advocacy and Collaboration: Advocate for Virtuous by generating excitement about upcoming product launches and updates. Collaborate with internal teams including customer success, sales, support, and product, voicing customer concerns and needs and ensuring a customer-first approach company-wide

Product Expert: Provide strategic product support and comprehensive guidance on best practices. Your expertise ensures customers seamlessly adopt our products, enhancing their overall experience and deepening customer trust

Issue Identification and Resolution: Handle complex customer issues with efficiency and professionalism. Offer tailored product and service solutions to address customer pain points, demonstrating Virtuous’ commitment to customer satisfaction and project manage resolution strategies through completion

Strategic Vision: Adopt a bird’s eye perspective on customer interactions, focusing not only on immediate gratification but also long-term stability and proactive forward thinking. Leverage this high-level view to identify potential challenges and convert them into cost-saving solutions for both customers and Virtuous

Renewals Management and Upsell Strategy: Take ownership of customer renewals and upsell cycles, meticulously managing the process from initial outreach through contract close. Demonstrate a deep understanding of Virtuous contracts, ensuring compliance and favorable terms for both parties. Engage in strategic negotiation discussions, leveraging your knowledge of customer needs and our product offerings. Display creativity in pricing strategies, tailoring solutions to meet customer requirements while optimizing revenue for Virtuous. Your ability to navigate the renewal and upsell process contributes significantly to customer retention and revenue growth, ensuring mutually beneficial outcomes for Virtuous and our valued clients

Qualification

Nonprofit ExperienceTechnical ProficiencyCustomer-Centric FocusProactive Problem-SolvingSales AcumenRelationship BuildingProject ManagementCRM ProficiencyEmail MarketingCollaborative Mindset

Required

Customer-Centric Focus: Deep understanding of customer needs and a passion for ensuring their success with Virtuous products

Previous Nonprofit Experience: Experience in the nonprofit sector, understanding how nonprofits operate and fundraise

Relationship Building: Strong propensity for relationship building, enjoying forming and maintaining meaningful customer relationships

Proactive Problem-Solving: Proven ability to identify and address customer issues before they escalate, demonstrating a proactive and solution-oriented approach

Collaborative Mindset: Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and a unified customer-centric approach

Technical Proficiency: Strong technical acumen to provide product support and guidance

Sales Acumen: Ability to identify upsell and cross-sell opportunities based on a deep understanding of the client's use-case and needs

Project Management: Organizational skills, with the ability to prioritize effectively along with critical thinking abilities to balance customer needs with Virtuous' objectives

Proficiency in working with CRMs, email marketing, and other technology

Benefits

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

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)

Community and host exciting company outings and events