Senior Customer Success Manager

Your Company:

As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence.

Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence.

We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers", all on a 4 day workweek, you've come to the right place.

But hey, don't take our word for it. Hear what current and former Flockers have to say about their experience.

Compensation: $70k Base, $116k OTE (uncapped commissions) 
Benefits: 4-day work week; Health, Dental, Vision; Summr and Wintr breaks; Paid vacation + Unlimited sick time.

Your Work:

As a Sr. CSM at Feathr, you'll play a vital part in our mission to deliver unparalleled digital marketing solutions to nonprofits. We're not just offering a job; You’ll be a key contributor on a team that's reshaping the way nonprofits nurture and engage their communities. You serve as the bridge between Feathr and our customers, by not just ensuring their satisfaction by also fostering deep connections, understanding clients’ unique needs, and driving their success.

In this role, you’ll be instrumental in driving renewals and expansion of valued partnerships with our customers. Your expertise will guide nonprofit organizations in optimizing their use of Feathr’s software, helping them achieve their goals more effectively. With your strategic insights, personalized guidance, and dedication to your clients’ missions, you’ll contribute to the social impact we make together. 

Join us in our mission to be the Marketing Platform for Good, where your passion for technology and customer advocacy will transform nonprofit experiences and amplify their positive influence on the world.

Your Qualifications:

• Minimum 5+ years in Business to Business (B2B) SaaS Account Management or Customer Success with a proven track record in renewal, upsell and expansion efforts 

• Experience in a quota-carrying role

• Experience managing a large volume of customer accounts (80+ accounts)

Your Qualities:

• Communication and active listening skills: You listen thoroughly to your audience and respond thoughtfully and compellingly. You’re able to articulate complex ideas and technical concepts clearly and concisely. 

• Organized: You successfully juggle various tasks and priorities without losing focus, ensuring each of your customer interactions are meticulous and well-planned, and receive the attention necessary to maintain a positive partnership. 

• Adaptable & Resilient: You’re comfortable adapting to evolving industry trends, software features, and company goals, adjusting your CSM strategies as needed. You persist in the face of challenges, are able to handle rejections and learn from setbacks.

• Task-oriented: You’re skillful at prioritizing tasks, ensuring that critical client needs are addressed promptly while managing ongoing projects and initiatives. You implement efficient workflows, utilize task management tools and best practices, and ensure tasks are completed with precision. 

• Goal and Target-Motivated: You have a results-oriented mindset with a focus on achieving customer success metrics, such as high satisfaction scores, retention rates, and upsell opportunities. Proven track record of meeting or exceeding customer success targets.

• Relationship Building: Fostering relationships with your customers comes naturally. You quickly build credibility and trust with your clients through authentic conversation, active listening, and demonstrating empathy for their cause.

• Account Management Skills: You have confidence in guiding customers through a purchasing process, handling objections, and asking for the close.

• Autonomous: You demonstrate self-reliance and resourcefulness in owning the customer lifecycle, quickly identifying challenges, devising solutions, ensuring your clients’ needs are promptly and effectively met, and applying a solutions-oriented approach to your role. 

Your Day:

• Manage a portfolio of 100+ customers with an overall value of ~$900k Annual Recurring Revenue.

• Develop a strategy to meet and exceed quarterly NRR goals.

• Build and nurture relationships with nonprofit clients, understanding their objectives and challenges to provide tailored digital marketing solutions.

• Independently manage the renewals process, collaborating with clients to ensure seamless renewals of software subscriptions.

• Conduct regular check-in calls and proactive communications with customers to review their platform usage and adoption and ensure their needs are met. Be ready to overcome objections and advocate the value of Feathr products.

• Identify customer expansion opportunities, offering additional features or services that align with customers’ evolving needs. 

• Lead the sales cycle, from planting the seed to closing the deal, for expansion opportunities. A portion of sales will be mid-contract, while others will coincide with customers’ annual license renewals.

• When necessary, guide customers through an evaluation process for annual license renewals and potential product expansions.

• Develop and implement strategic account plans, outlining goals, milestones, and action steps to enhance client success, utilizing customer data and usage patterns to craft personalized plans.

• Engage in team knowledge-sharing sessions, contributing to the collective expertise of the Customer Success team.

• Learn and maintain a deep knowledge of Feathr and the Nonprofit Industry to effectively guide customers.

Compensation:

Customer Success Manager’s base salary is $70,000 per year. The OTE of a fully ramped Sr. Customer Success Manager is $116,000/year. The commission is based on total annualized revenue retention.

In addition, you’ll receive health/dental/vision insurance, and other benefits like a 4 day work week, educational budget, wellness credit, and social events, not to mention an endless supply of job satisfaction! 

Location:

This position is Remote to candidates located in Eastern and Central time zones or with the option to work from our headquarters in Gainesville, FL.  If you aren’t familiar, Gainesville is a hip, mid-sized city with a highly innovative population and an attainable standard of living.

Interview Process:

As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved. Additionally, each interview stage consists of standardized questions and rubrics with a scoring system to ensure a consistent and fair assessment practice of all candidates.

• Information Screen - 30 minute virtual interview with the Talent Acquisition Specialist to better understand your experience, skills, and qualities as it pertains to the role requirements. This is also an opportunity for you to ask questions about the company, culture, and overall working environment.

• Work Exercise - Candidates will be given a number of days to complete a work exercise that dives deeper and explores their data implementations skill set and thought process. This shouldn't take longer than 90 minutes to complete.

• Hiring Manager Interview + Work Exercise Walkthrough - 45 minute virtual interview with the Hiring Manager and live walkthrough of your work exercise. The hiring manager will learn about your skills, experience, and competencies as it relates to the requirements of the role. This is also an opportunity to learn more about the role, performance expectations, and team culture.

• Panel Interview - 60 minute virtual interview. Our Panel Interview is an opportunity for you to meet with multiple team members at once. Each panelist brings a unique perspective and expertise to the conversation.

  This format allows us to comprehensively evaluate your skills, experience, and competencies as it relates to the role requirements. It's a chance for you to showcase your abilities and learn more about the diverse talents at Feathr.

• Offer - The Talent Acquisition Team will reach out with the details of the offer to discuss with the candidate. At this time, we will collect and reach out to candidates’ references. This is also the opportunity for candidates to provide any additional information or context if there are concerns surrounding their background check. Feathr believes candidates that have made it to this point in the interview process are truly talented individuals, and so we are open to dialoguing background screens before turning away candidates that have consistently excelled through the interview process.

After all the details of the informal offer are finalized, the candidate will receive their formal offer.

Accommodations

If you require accommodations or assistance during the application or interview process due to a disability, please submit a request via this Candidate Reasonable Accommodation Request Form.

Benefits & Perks

We love our Flock and the work they do! But let’s be honest, life isn’t just about work. So we created a perks and benefits package that aims to help our team grow by including their wellness, families, passions, and personal time. 

• 4 day workweek

• Full vision and dental, 99% health insurance

• Flexible Work Schedule

• Unlimited sick time for when you need to take care of your physical or mental health

• Vacation Time

• Extended Summr + Wintr Breaks

• Parental Leave

• Wellness Reimbursement Credit

• Home Office Stipend

• Professional Development Budget

• Team hangouts and events 

You can read more about Feathr's decision to move to a 4-day workweek here. 

Culture:

Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have. 

• Practicality: Am I incrementally improving something or delaying perfection?

• Ambition: Am I staying in my comfort zone as opposed to learning and communicating what is necessary to solve

•  the real challenges?

• Clarity: Is my audience understanding what I’m communicating?

• Trust: Am I being sincere and trusting others to do the same?

• Service: Am I expecting more from myself than from others?  

This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges, the most important quality is a commitment to work through those challenges with self-awareness and honesty. 

Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. So, however you identify and whatever background you bring with you, if you think you’d drive value in this position, please apply.

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