Enterprise Customer Success Manager (eCSM)

The Role

As an Enterprise Customer Success Manager (eCSM) you will be pivotal in managing and nurturing relationships with our strategic accounts, specifically our Tier 1 clients. You will collaborate closely with our Sales, Customer Org, and Product/Engineering teams to ensure that our clients achieve their desired outcomes with our product, while also identifying opportunities for expansion and driving renewals. This is a highly impactful role, focused on customer retention, satisfaction, and overall success with our platform.

Responsibilities

• Manage and retain our Tier 1 & strategic accounts and build long-term relationships to ensure client satisfaction.
• Develop strong relationships with top clients, understanding their mission, market position, and fundraising goals.
• Advocate for and optimize our product to increase client revenue and utilization.
• Provide insights and best practices on implementation, UX, and marketing to clients.
• Develop systems to manage a large number of accounts proactively and efficiently.
• Use sound business judgment to prioritize accounts and efficiently allocate resources.
• Use data analysis to develop and implement strategies to optimize revenue.
• Make educated recommendations to help clients fundraise more effectively.
• Provide support via email, phone, and video conference to resolve client issues and answer questions.
• Work closely with team members to resolve issues and ensure the highest quality of service.
• Communicate effectively with managers/executives to build processes and workflows for efficiency.
• Record and track all customer interactions in HubSpot.

Required Skills and Qualifications

• 3+ years of experience serving a nonprofit as a volunteer, board member, or employee. You need to understand how nonprofits function and the critical role they play in society.
• 5+ years of experience in B2B SaaS business model as a Customer Success Manager. Capable of making expert recommendations of our product to support the technical aspects of fundraising.
• Proven experience in account management, sales, customer success, or support roles.
• Comfortable with data analysis, spreadsheets, and CRMs (ClientSuccess, HubSpot, Salesforce, etc.). Ability to learn and use various systems to understand client needs before engagement.
• Excellent written and verbal communication skills. Comfortable with initiating conversations, accepting rejection, and continuous follow-up.
• Ability to work independently with strong organizational skills and attention to detail.
• Must be compassionate towards nonprofits, understanding their challenges, and showing empathy in interactions.

Qualifications & Experience

• Competency in a CRM (ClientSuccess/Hubspot preferable) required.
• Bachelor’s degree in related field.
• Experience in developing strategic account plans for risk mitigation and client retention.
• Direct experience working with nonprofit organizations in a professional capacity.
• Speaks/Writes English & French fluently.