Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing post-sale onboarding, engagement, and retention for nonprofit customers with an accent on account health and expansion. Focus on scaling CS efforts, driving product adoption, and advocating for customer needs to product teams.

Location: Must be based in the continental US, between the Pacific and Eastern time zones

Salary: $80,000 - $100,000/year OTE + equity

Company

Hypergrowth YC-backed startup building fundraising automation tools for the nonprofit sector.

What you will do

• Take primary ownership of post-sale onboarding, engagement, retention, and expansion of customer accounts.
• Build and foster personal relationships with nonprofit customers to help them achieve organizational goals.
• Evaluate adoption metrics, budgets, and account performance data to support account health.
• Conduct discovery and consult customers on change management and product best practices.
• Co-create communication strategies to drive engagement and improve adoption and renewal results.
• Serve as the voice of the customer by sharing feedback with revenue and product teams.

Requirements

• 3+ years of customer-facing work experience, ideally in a CSM or Account Management role within SaaS.
• Experience managing a large book of business (300+ accounts).
• Ability to manage challenging conversations with leadership-level stakeholders.
• Strong communication skills for delivering complex topics via video and in writing.
• Adaptability to thrive in a fast-paced, ambiguous early-stage startup environment.
• Must be based in the continental United States.

Nice to have

• Background in nonprofit development or fundraising.
• Experience working with SMB customers.
• Previous experience working in a remote environment.

Culture & Benefits

• 100% covered health, dental, and vision insurance for employees (50% for dependents).
• Generous PTO policy, including parental leave.
• 401(k) retirement plan.
• Company laptop and a stipend to set up a home workstation.
• Company retreats for in-person team bonding.