Manager of Customer Success, Virtuous
Nonprofit CRM for responsive fundraising
Open for applications
Nonprofit CRM for responsive fundraising
101-200 employees
Open for applications
101-200 employees
Company mission
To move the needle on global generosity by helping nonprofits better connect with and inspire their givers.
Role
Who you are
- At least 3 years of experience managing a team is required
- Management experience in B2B SaaS
- Experience managing a quota carrying team
- Experience in a professional customer facing role required
- Strong Leadership: Proven experience in a customer success or related leadership role
- Customer-Centric Focus: Deep understanding of customer needs and a passion for ensuring their success
- Relationship Building: Strong propensity for relationship building, enjoying forming and maintaining meaningful relationships not only with your team members but also with customers
- Proactive Problem-Solving: Proven ability to identify and address gaps or risks in CSM books of business with the appropriate coaching
- 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 to your team through the use of tools, reporting, and data driven customer insights
- Sales Acumen: Ability to coach CSMs on sales tactics and strategies for optimal retention and expansion
- 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
- Thrive in a fast-paced and ever-changing environment where you equally work independently and collaboratively- the ability to juggle multiple processes and prioritize daily is a must
What the job involves
- We are looking for a Manager of Customer Success to join our growing Customer Success Team
- As Manager of Customer Success, you will report to the Director of Customer Success and will be focused on leading our mid-level Customer Success Managers who are responsible for revenue retention, expansion, customer product adoption, and overall satisfaction
- In this role, you will be responsible for the success of your Customer Success Manager team, which includes meeting or exceeding gross and net revenue retention goals, as well as achieving expansion targets
- You will coach your team on how to successfully manage a book of business proactively, how to implement B2B SaaS CS best practices and guiding principles, and how to develop CS professional skills
- You will work closely with cross functional leaders from teams such as Technical Support, Onboarding, Sales, Marketing and Product for the betterment of the customer experience and ability for your team to serve their customers as effectively as possible
- Team Development: Provide ongoing mentorship and support to Customer Success team members, fostering professional growth, resolving challenges, and ensuring adherence to best practices and company standards
- Drive the professional development of Customer Success team members through targeted training, mentorship, and performance feedback, while fostering a supportive environment that encourages continuous learning and growth
- Use data and reporting to measure CSM success and areas for improvement
- Team Performance and OKR Management: Oversee team performance of company objectives and departmental goals, ensuring parallel progress and providing prescriptive feedback for each Customer Success Manager in necessary areas of growth
- Own and manage quarterly OKRs, providing regular updates to Virtuous leadership
- Segmenting and Forecasting: Conduct regular assessments of Customer Success Managers’ books of business to ensure optimal balance of recurring revenue, customer journey stages, and more
- Develop and update retention and expansion forecasts for each CSM and collectively as a team
- Software Management: Maintain and optimize software tools for the team, including ChurnZero reportings, Sendoso, Notion, and Lattice, ensuring effective utilization and data accuracy
Our take
The personalization of customer interactions has been used by all sorts of businesses to supercharge revenue and customer loyalty. Virtuous is bringing this to the nonprofit space with a CRM made especially for fundraising.
Through Virtuous, charities can tailor their communications with donors, encouraging further giving with its responsive fundraising platform. Through automation and data-driven insights, Virtuous enables nonprofits to deepen donor relationships without the need to scale their teams.
This approach has the potential to foster more generosity and hence funnel more funds to good causes - meaning that Virtuous is contributing to a better tomorrow. It is trusted by the likes of Rainforest Foundation US and Habitat for Humanity and has raised serious funding that will be used to accelerate product innovation and enhance its services.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
Company
Funding (last 2 of 5 rounds)
Nov 2022
$14m
LATE VC
Jul 2021
$18m
SERIES B
Total funding: $37.2m
Company 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
- We value our employee’s work-life balance and encourage taking advantage of 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)
- We pride ourselves on Community and host exciting company outings and events
Company values
- Endlessly curious
- Delight our users
- Do hard things
- Results-oriented
- Relentless execution
- Increase global generosity
- Challenge ourselves and our teammates
Company HQ
Downtown Phoenix, Phoenix, AZ
Articles
Leadership
Gabe Cooper
(Founder & CEO)US Board Member at Care for Children, and Board Member at BRUSHFIRE Interactive. Previously founded Shotzoom Software and was the VP of Software at a nonprofit before this.
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