Enterprise Customer Success Manager, NationBuilder
Management software for community projects
Open for applications
Management software for community projects
101-200 employees
Open for applications
101-200 employees
Company mission
To build the infrastructure for a world of creators by helping leaders develop and organize thriving communities.
Role
Who you are
- If you’re passionate about equipping leaders to build something meaningful in the world, we’d be excited to have you join the team
- 3 years of experience in a customer success/account management role or equivalent experience working in political campaigns/parties, nonprofits, or advocacy organizations
- Experience using NationBuilder or comparable softwares is a major plus, but not required
- Exceptional verbal & written communication skills in English; you should be comfortable communicating frequently on the phone, over video call, and in written form
- Speaking and writing in French at a business level is also required for this position
- Adaptability - you should be comfortable working with both technical and strategic points of contact both at customer organizations and within NationBuilder
- Ability to work autonomously but collaboratively in a fast-growing, dynamic environment
- Attention to detail, solid organizational and time-management skills and pride in always delivering quality work
- Passion for technology and familiarity with key concepts of online engagement
- We are fiercely nonpartisan; you must be open to working with political parties, campaigns, and organizations from all backgrounds and with diverse missions
- Bring your whole self to work: a positive, constructive and open attitude is welcomed and expected, but we also don’t want people who put on a “work face.” You should feel free to be yourself and help the company grow by doing so
What the job involves
- Enterprise Account Managers take primary responsibility for the onboarding and ongoing success of NationBuilder’s Enterprise-level customers
- Combining technical expertise with the NationBuilder product with a deep understanding of customers’ goals and desired outcomes, they coach the leaders of campaigns, non-profits, advocacy organizations, and a wide variety of other customers on how to use the NationBuilder platform to achieve their objectives
- Serve as the primary point of contact for a portfolio of customers, ensuring their success, satisfaction, and retention with a focus on delivering exceptional onboarding and ongoing strategic guidance
- Develop a deep understanding of each customer’s unique goals and challenges, helping them translate these into actionable milestones using the NationBuilder platform
- Build strong relationships with customers, ensuring they are leveraging NationBuilder effectively to meet their objectives
- Conduct monthly calls with customers to review progress, discuss strategic initiatives, and align on upcoming goals
- Provide limited but targeted assistance between calls, focusing on strategic advice and escalating issues to Customer Support when necessary
- Develop strategies to scale customer touchpoints across your portfolio, empowering customers to gain autonomy through self-service resources while ensuring they continue to feel supported and valued
- Collaborate with the Sales team to manage service renewal and upgrade engagements, ensuring a smooth and successful process
- Identify potential risks to customer satisfaction and retention, working with internal teams to address these proactively
- Act as the voice of your customers to Product and Engineering teams, contributing to the ongoing improvement of the NationBuilder platform
- Participate in occasional industry events and contribute to market-development initiatives
- Maintain a positive, solution-oriented attitude and a calm demeanor under pressure, embodying empathy in all customer interactions
Our take
Communities of people can have an enormous impact on the success of charities, political campaigns, and activism movements, but organizing them can be difficult. Whilst social network platforms are generally the solution to this, these are generally not designed for such purposes, presenting a demand for a platform specifically designed for community project management.
NationBuilder provides a community project management platform with the aim to empower the communities behind nonprofits, social movements, and political campaigns to drive change. The software consists of an integrated system of tools for purposes such as building websites that track community engagement, fundraising and financial growth, personalized email and SMS services, and dynamic databasing of supporters.
Whilst NationBuilder’s software and its features resemble many other pre-existing project management platforms, it has taken a unique stance by specifically tackling the gap in the market around community management. By providing an integrated platform of tools for such projects, the company claims that they can help grow revenues for community projects which will ultimately speed up change.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Jun 2013
$8m
SERIES B
Mar 2012
$6.3m
SERIES A
Total funding: $14.8m
Company benefits
- Leadership driven by employee satisfaction
- Health insurance
- Unlimited PTO
- 401(k) retirement plan
Company values
- We'd rather be better than right
- We do whatever it takes, no excuses
- We just say the thing
- We seek data and wisdom to make the best decisions
- We serve all communities
- We are humans, not robots
Company HQ
Financial District, Los Angeles, CA
Articles
Leadership
Jim Gilliam
(Founder & Executive Chair)Experience as CTO of Business.com. Co-founder of Brave New Films from 2003 to 2008.
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