Customer Success Manager

About the role

Feathr is looking for a Customer Success Manager to guide nonprofit organizations in maximizing their use of our digital marketing platform. You will ensure clients achieve their goals, foster strong relationships, and drive retention and growth. This role is key to empowering nonprofits to connect with their communities and expand their impact.

Key facts

What you'll do

• Oversee a portfolio of strategic customer accounts.
• Become an expert in the Feathr product and offer strategic advice.
• Instruct customers on creative and effective ways to use the Feathr application for their marketing.
• Develop and implement Joint Success Plans to align customer objectives with Feathr's solutions.
• Build relationships with multiple stakeholders within customer organizations to strengthen partnerships and reduce risk.
• Help customers develop skills to independently plan and manage campaigns based on their goals.
• Record account progress and status updates using Salesforce and Planhat.
• Manage the entire renewal process, including contract handling, pricing, and expansion efforts to ensure customer retention.
• Conduct and lead customer Business Reviews (e.g., Quarterly Business Reviews) to demonstrate value, identify risks, and find growth opportunities.

Requirements

• 3+ years in a dedicated Customer Success or B2B SaaS Account Management role, focused on customer retention, renewals, and value.
• 2+ years developing, managing, or planning digital marketing campaigns.
• Ability to manage shifting priorities, including escalations and strategic initiatives, to meet deadlines.
• Capacity to maintain a high-level view of account health and long-term strategy.
• Skill in educating customers to become proficient and adopt new features.
• Comfort leading strategic discussions with senior decision-makers and managing contract negotiations for renewals.
• Proactive and clear communication, adapting style to explain technical concepts.
• Expertise in applying current marketing best practices to customer strategies and conversations.

Nice to have

• Experience in the nonprofit or association industry.

Skills & tools

• Salesforce
• Planhat

Practical notes

• This is a fully remote position within the USA, with a preference for EST or CST time zones, or an option to work from the Gainesville, FL headquarters.
• Benefits include health, dental, and vision insurance, paid vacation, sick leave, holidays, parental leave, wellness reimbursement, home office stipend, and a professional development budget.
• The interview process includes an HR screen, a manager interview, a work assignment with a panel interview, and then references, offer, and background check.
• A comprehensive candidate resource is available to help prepare for interviews.