Customer Success Manager

Title: Customer Success Manager

Location: USA, Remote

Department: Customer Success

Job Description:

Employment Type

Full time

Location Type

Remote

Department

Customer Success

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" you've come to the right place.

Customer Success Manager

Compensation: $75,000 base annually, $105,000 OTE.
Benefits: Fully Remote, Health/ dental/ vision, Paid Vacation/ sick/ holidays

Your Job:

As a Customer Success Manager at Feathr, you'll play a vital part in our mission to deliver unparalleled digital marketing solutions to nonprofits. 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, but by also understanding clients’ unique needs, and driving their success by serving as subject-matter-expert and guide.

You will inspire and empower our customers by offering strategic insights and best practices, fostering a productive and outstanding customer experience that drives exceptional outcomes.

Your Experience:

• 3+ years of experience in a dedicated Customer Success or B2B SaaS Account Management role, focused on driving customer retention, renewal, and value outcomes.

• 2+ years experience developing, managing, or planning digital marketing campaigns.

• Non-profit or association industry experience is strongly preferred.

Your Qualities:

• Agile & Organized: You maintain exceptional organization and can expertly manage shifting priorities—including escalations, retention risk, and strategic initiatives—to ensure critical deadlines and goals are consistently met.

• Strategic Vision: You possess the ability to maintain a high-level view of account health, focusing on long-term business strategy and value realization rather than getting consistently diverted by day-to-day tactical issues.

• Customer Educator: You empower customers to become proficient and self-sufficient in the application while proactively driving adoption of new features and best practices to ensure they maximize value.

• Executive Presence & Commercial Acumen: You are comfortable leading strategic and sometimes difficult conversations with senior decision-makers and stakeholders, and are adept at managing the end-to-end renewal process, including contract negotiations.

• Proactive & Clear Communicator: You use foresight to anticipate customer roadblocks, clearly overcommunicate with all stakeholders, and adjust your communication style to effectively translate complex technical concepts for any audience.

• Marketing Subject Matter Expert: Applies evolving marketing best practices to customer's campaign strategies, personal workflows, and customer conversations in alignment with Feathr's positioning.

Your Day:

• Manage a portfolio of strategic accounts.

• Become a Feathr Product expert and strategic adviser.

• Guide customers on how to creatively and productively utilize the Feathr app to amplify their marketing efforts.

• Lead the creation and execution of Joint Success Plans to align customer goals with Feathr's solutions.

• Drive multi-threading efforts within customer organizations to secure key stakeholder relationships and mitigate risk.

• Assist customers in developing the skills for them to independently create and manage campaign plans based on their goals.

• Track account progress and status updates in Salesforce and Planhat.

• Own the end-to-end renewal process, including contract management, pricing, and expansion to ensure customer renewal.

• Create and lead customer Business Reviews (e.g., Quarterly Business Reviews) to highlight value with Feathr, as well as to uncover risk and growth opportunities.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Compensation:

Base pay for this position is $75k, plus up to an additional $30k in variable compensation.

In addition, you’ll receive health/dental/vision insurance, and other benefits like a professional development budget, office food, and social events, not to mention being a part of a supportive and motivated Professional Services team.

Location:

This role is open to remote candidates located within the United States, with a preference for those in the EST or CST time zones. There is also an 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.

• HR Information Screen - The Talent Acquisition Team will invite candidates that move forward to a virtual interview. This conversation will be focused on relevant work experience, compensation, role overview, and answering any questions the candidate has.

• Manager Interview - Candidates will meet with the Hiring Manager for a 45 minute virtual interview to dive deeper into the role, technical knowledge, and requirements of the position.

• Work Assignment & Panel Interview - Candidates will be given a work assignment prompt to complete a project that is relevant to the work they can expect in the role. The completion of the assignment should not take more than 90 minutes, and candidates are given multiple days to work on the project. They will present the assignment to three key members of the team.

• References, Offer, and Background Check - The Talent Acquisition Team will reach out with the details of the offer to discuss with the candidate.

Interviewing at Feathr

We've prepared a comprehensive candidate resource that provides valuable insights and tips for interviewing at Feathr. It covers everything from common interview questions to helpful advice on how to make the most of your interview experience with us. Access the resource here.

We encourage all applicants to take advantage of this resource to help prepare for their interviews and gain a deeper understanding of what to expect when applying to join our Flock.

Benefits & Perks for full-time employees

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. 

• Fully remote

• Full vision, dental, and ~99% health insurance for employees

• Sick time off

• Vacation time off

• Extended Wintr Break

• Parental Leave

• Wellness Reimbursement Credit

• Home Office Stipend

• Professional Development Budget

• Team hangouts and events 

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: Progress Over Perfection

• Ambition: When Feathr wins, We all win

• Candor: Better communication, Better results

• Trust: Assume the best, Share openly

• Service: We exist to fix

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.