Arena · 3 days ago
EA-Customer Success Manager
Washington, DC
Full-time
Hybrid
Mid Level
$75K/yr - $102K/yr
4+ years expNGP VAN is a leading technology platform in democratic and progressive causes, dedicated to advancing technology for clients. The Customer Success Manager will oversee client experiences, ensuring successful adoption of SaaS products while driving long-term client value and satisfaction.
Higher Education
No H1B
Responsibilities
Manage ongoing client relationships as a product and best practice expert for NGP VAN clients to effectively drive high client retention, loyalty and satisfaction
Monitor client health and engagement using internal dashboards and regular health checks to proactively identify at-risk clients and establish retention and success plans moving forward
Play a supporting role in the client renewals process with clients, with a focus on high net retention with opportunities for renewal, cross-sell and upsell
Engage with client stakeholders to identify, define, track and measure the overall impact of NGP VAN software to the organization
Keep abreast of funding, policy and organization changes impacting your clients
Provide visibility, internal awareness and advocacy regarding client health, drivers of attrition, and needs cross-departmentally
Identify opportunities to better retain clients based on client size, length of service, and other factors
Identify clients for advocacy and reference ability
Execute, as directed, on team improvements to internal processes, technologies, and workflow to enrich client experience, maximize efficiency of internal teams, and drive results
Qualification
Required
Demonstrated ability to thrive in a dynamic, fast-paced environment
Exceptional ability to engage and communicate with clients, actively listen for feedback, and lead challenging conversations with clients toward positive outcomes
Excellent organizational skills and a passion for process and business systems, as well as process improvement ideation
Proven ability to collaborate and build strong relationships with mid- and senior level executives across functions within the client
Exceptional communication and interpersonal skills for internal and external relationship building
Able to travel for client onsite visits or events as required
Experience with SFDC, Gainsight, or equivalent CRM systems
4+ years of client-facing experience in a Client Success, Sales, Account Management or Project Management role
2+ years of experience in the campaign or policy advocacy space
Benefits
Comprehensive benefits package that supports your health, well-being and growth
Bonuses
Incentives
Equity
Comprehensive benefits program
Company
Arena
Arena brings together, trains, and supports the next generation of candidates and campaign workers.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Michael Simon
Co-Founder
Debra Cohen
Partner and Digital Director
Recent News
Globe Newswire
2022-12-10
2022-11-13
2022-10-24
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