Enterprise Customer Success Manager

About Us

Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving.

Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the world’s leading nonprofits.

We also recognize the importance of giving back and making a difference in the communities where we live and work. That's why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously, but we don’t take ourselves too seriously. We believe that life is too short not to love what you do.

The ideal candidate for Virtuous embodies our values by:

• Asking questions with a spirit of curiosity
• Giving feedback freely with candor & grace, welcoming it in return
• Displaying a passion for philanthropy and technology
• Serving with joy. Everyone is willing to make the coffee!
• Celebrating the wins & milestones of others
• Assuming good intent & demonstrating trust in others
• Pursuing relationships with people different from themselves & creates space to be human

Find our core values & more here.

Position Summary

We are looking for an Enterprise Customer Success Manager to join our growing Customer Success Team. As an Enterprise Customer Success Manager, you will report to the Manager of Enterprise Customer Success and will be focused on our largest and most strategic customers' product adoption, utilization, and overall satisfaction.

Are you a former nonprofit fundraiser or leader looking for a career change? Perhaps a consultant in the nonprofit sector? Your nonprofit knowledge is an asset and if you are hungry for a new challenge this is the opportunity for you!

In this role, you will work closely with teams across the company including Marketing, Sales, and Revenue Enablement to help maximize our growth. Your responsibilities will include supporting strategic enterprise-level customers in strengthening their donor relationships, selling upgrades and add-ons to our current customers, and working on renewals of annual contracts. You will serve as the primary point of contact for our nonprofit customers, collaborating closely with them to understand their unique needs, goals, and challenges. By leveraging your expertise in both our platform and the nonprofit industry, you will drive adoption, retention, and expansion initiatives, ultimately contributing to the long-term success and growth of our customers.

Responsibilities

• Customer Relationship Management: Serve as a dedicated point of contact, accompanying customers on their journey from sales closure through the entire lifecycle. Cultivate deep, meaningful multi-threaded relationships, ensuring customer loyalty and trust with all key stakeholders for optimized product adoption.
• Proactive Issue Resolution: Anticipate customer issues and proactively address them before they escalate. Your proactive approach distinguishes you from traditional customer service, turning potential problems into opportunities for customers and Virtuous alike.
• Strategic Account Expansion: Understand each customer’s unique needs, allowing you to suggest innovative solutions that enhance their success with our products. Identify organic upsell opportunities by comprehensively understanding their use-case, ultimately driving business growth.
• Advocacy and Collaboration: Advocate for Virtuous by generating excitement about upcoming product launches and updates. Collaborate with internal teams including customer success, sales, support, and product, voicing customer concerns and needs and ensuring a customer-first approach company-wide.
• Product Expert: Provide strategic product support and comprehensive guidance on best practices. Your expertise ensures customers seamlessly adopt our products, enhancing their overall experience and deepening customer trust.
• Issue Identification and Resolution: Handle complex customer issues with efficiency and professionalism. Offer tailored product and service solutions to address customer pain points, demonstrating Virtuous’ commitment to customer satisfaction and project manage resolution strategies through completion.
• Strategic Vision: Adopt a bird’s eye perspective on customer interactions, focusing not only on immediate gratification but also long-term stability and proactive forward thinking. Leverage this high-level view to identify potential challenges and convert them into cost-saving solutions for both customers and Virtuous.
• Renewals Management and Upsell Strategy: Take ownership of customer renewals and upsell cycles, meticulously managing the process from initial outreach through contract close. Demonstrate a deep understanding of Virtuous contracts, ensuring compliance and favorable terms for both parties. Engage in strategic negotiation discussions, leveraging your knowledge of customer needs and our product offerings. Display creativity in pricing strategies, tailoring solutions to meet customer requirements while optimizing revenue for Virtuous. Your ability to navigate the renewal and upsell process contributes significantly to customer retention and revenue growth, ensuring mutually beneficial outcomes for Virtuous and our valued clients.

You Must Have

• Customer-Centric Focus: Deep understanding of customer needs and a passion for ensuring their success with Virtuous products.
• Previous Nonprofit Experience: Experience in the nonprofit sector, understanding how nonprofits operate and fundraise.
• Relationship Building: Strong propensity for relationship building, enjoying forming and maintaining meaningful customer relationships.
• Proactive Problem-Solving: Proven ability to identify and address customer issues before they escalate, demonstrating a proactive and solution-oriented approach.
• 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.
• Sales Acumen: Ability to identify upsell and cross-sell opportunities based on a deep understanding of the client’s use-case and needs.
• 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.

What we offer

• Market competitive pay leveraging Carta data
• 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.

We’ve recently noticed an increase in recruitment scams where individuals are impersonating recruiters to obtain personal or financial information through fraudulent interviews and job offers.

Please note that all legitimate communication from Virtuous will only come from the @virtuous.org domain. If you receive a message from other domains, even if they look similar (e.g., virtuouscareers.org or virtuousjobs.com), they are not legitimate and we recommend disregarding it immediately.

Key skills/competency

• Customer Success Management
• Nonprofit Fundraising
• Account Management
• Sales
• Relationship Building
• Strategic Planning
• Product Adoption
• Issue Resolution
• Contract Renewals
• CRM Proficiency