Senior Customer Success Manager | Remote | Classy.org

David.Atkinson
David.Atkinson Member Posts: 5 Seeker
Second Anniversary Photogenic
edited February 2022 in Job Board Community

JOB TITLE: Senior Customer Success Manager

LOCATION: Remote (or San Diego)

JOB DESCRIPTION: 

Classy is a fundraising platform that enables nonprofits to connect supporters with the causes they care about. We are seeking a Senior Customer Success Manager to serve as a trusted advisor and catalyst for growth for strategic customer accounts.  The ideal candidate will be a natural relationship builder with an ability to realize customer business goals through the application of deep product knowledge and industry expertise.

What you'll do:

  • Be a trusted partner and resource on product functionality, fundraising best practices and nonprofit industry trends to help maximize fundraising results for Classy's top enterprise clients
  • Navigate the complex technical needs of enterprise clients and provide timely solutions
  • Develop success plans and lead quarterly business reviews at the executive level
  • Provide strategic guidance and training for your customers as they implement fundraising campaigns. This means ensuring their campaigns are optimized for success, launch on time, and achieve donation volume and other customer business goals
  • Help identify expansion opportunities - new product offerings, prospective campaigns and other potential upsells
  • Provide training to ensure successful platform adoption and empower/engage new organization admins
  • Deliver and communicate ROI to clients throughout the customer lifecycle
  • Identify, track and improve the health status of your book of business
  • Collaborate with internal teams and partner to drive risk mitigation plans for risky/unhealthy clients
  • Actively keep all external and internal stakeholders informed and quickly escalate challenges that impede customers from getting the most from the Classy platform
  • Work closely with Strategic Account Managers, Account Executives, and Executive Sponsors to drive client retention, win client opportunities, and escalate issues 
  • Partner with Customer Care to ensure open incidents and inquiries are addressed in a timely manner and to your client's satisfaction
  • Translate learnings into product/experience improvements, process efficiencies and organizational effectiveness
  • Advocate internally and work with Voice of Customer (VOC) and Product teams to understand customer pain points & feature requests
  • Team up with Professional Services to ensure a successful onboarding experience and adoption of the Classy platform
  • Work cross-functionally to ensure that clients feel supported and delighted throughout their time with Classy. 

What you bring (Required):

  • 5+ years of experience working in customer success, account management, or a similar customer-facing role
  • Superior relationship building capabilities
  • Excellent communication (verbal/written) and interpersonal skill
  • Confidence and calm when navigating hard customer conversations
  • Proactive, results-driven mindset with a bias for speed and action
  • Professional executive presence
  • An ability to operate with a high level of autonomy and take initiative with minimal direction or supervision
  • Resourcefulness and independent problem-solving abilities
  • Organized and detail-oriented with excellent time management skills
  • Leadership presence as a key owner of one or more team goals
  • Helps level up our team by contributing knowledge, best practices, and coaching to existing and new team members as well as contributes to process improvements
  • The ability to listen, empathize, and ask clarifying questions to identify customer needs and translate them into solutions
  • Skilled at partnering cross-functionally to solve technical issues and identifying when issues need to be escalated
  • Proficient at assessing customer risks and developing mitigation strategies
  • A willingness and desire to be constantly learning
  • Driven, self-motivated, enthusiastic and with a "can-do" attitude 

What would be awesome to have (Preferred):

  • Prior work experience in the SaaS industry
  • Knowledge of the non-profit industry, how it operates and the unique challenges it presents
  • Experience with cloud-based CRM and Customer Success tools (Salesforce, Gainsight, etc.)

Our amazing perks!

  • Unlimited/flexible paid time off (PTO)
  • Generous company holiday schedule
  • 10 company half-days annually
  • 20 hours of paid volunteer time off/impact hours
  • Medical/Dental/Vision Insurance, available day one
  • Generous employer contribution towards Medical/Dental/Vision
  • 401(k) plan and 3% employer match 
  • Generous parental leave benefits
  • Access to virtual wellbeing apps like Headspace and Ginger
  • Variety of employee discounts (including gym membership and bar/restaurant discounts)
  • Professional development and learning stipends 
  • Work from home stipend while working remote due to COVID-19
  • Downtown office with views of Petco Park and the ocean (and dog friendly!)
  • Monthly parking pass, public transit pass or rideshare allowance when commuting to the office

JOB RELATIONSHIP TO YOU: I am the head of Customer Success and Professional Services at Classy. This role would report directly to the Senior Manager of Customer Success who reports to me.

WHY SHOULD YOU JOIN US: Classy is on a mission to mobilize and empower the world for good. Through our SaaS fundraising platform, we empower nonprofits to unlock the generosity of their supporters and help them advance their missions. Our team is smart, supportive, fun, and invested in ensuring we ALL succeed. Come join the team!

ABOUT OUR COMPANY:
Classy is a B Corp Certified social enterprise that helps nonprofit organizations maximize their impact through a suite of world-class, online fundraising tools to accelerate social impact around the world. Based in San Diego, CA and trusted by organizations of all sizes, from the fastest-growing nonprofits like Team Rubicon and The Trevor Project, to some of the world's largest social organizations, such as The Salvation Army, Robin Hood Foundation, and Shriners Hospitals for Children, nonprofits use Classy's platform to raise money, engage their communities, and advance their missions. Since 2011, Classy has powered tens of millions of donations from over 190 countries and raised over $2 billion for social good. 

JOB LINK: Senior Customer Success Manager

Comments

  • Sophie Platcow
    Sophie Platcow Member Posts: 1 Navigator
    edited February 2022
    Hi David,

    Thank you for sharing! I've just submitted my resume and looking forward to hearing back from the hiring team!
  • David.Atkinson
    David.Atkinson Member Posts: 5 Seeker
    Second Anniversary Photogenic
    edited February 2022
    Thanks Sophie. I look forward to reviewing your application.
  • David.Atkinson
    David.Atkinson Member Posts: 5 Seeker
    Second Anniversary Photogenic
    edited March 2022
    This position has now been filled. Thank you to anyone who applied!