Customer Success Manager

Kindsight builds technology that helps fundraisers make a difference. The Customer Success Manager plays a pivotal role in ensuring customer satisfaction, retention, and growth by understanding customer needs, building strong relationships, and delivering an outstanding experience.

Responsibilities:

• Build and maintain strong relationships with customers, serving as their trusted advisor and advocate within the company
• Drive customer retention and growth among our customers by understanding their needs and objectives and helping them achieve their desired outcomes and success in their mission
• Proactively monitor customer usage and satisfaction, analyzing data and feedback to identify trends and insights to enable successful adoption of our products
• Maintain a regular cadence of communicating with customers to provide expert coaching to enable them to maximize the value they derive from our products
• Identify opportunities to upsell or cross-sell additional products or services to customers, driving revenue growth
• Identify at-risk customers and develop strategies to mitigate churn, including proactive outreach and intervention
• Create positive experiences for customers that drive a positive Net Promoter Score (NPS)
• Identify opportunities for customers to act as Kindsight advocates to provide testimonials, case studies and references
• Marshall resources across the iWave teams as needed to support customers’ needs
• Represent the voice of the customer to better inform our sales process and product roadmap
• Some travel to conferences and customer sites may be required

Requirements:

• Bachelor's degree in business administration, marketing, communications, or a related field (or equivalent experience)
• 3+ years in Customer Success, Relationship Management, Partner or Account Management in a SaaS environment
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers at all levels
• Strong problem-solving abilities, with a proactive and resourceful approach to addressing customer needs and challenges
• Analytical mindset, comfortable working with data to derive insights and make data-driven decisions
• Curiosity, willingness to learn and ask questions of the customer
• Detail-oriented and organized, with the ability to manage multiple customers and projects simultaneously
• Proven success in driving customer retention and expansion
• Familiarity with Salesforce, Gainsight, MS Office and Google Suite
• Passion for delivering exceptional customer experiences and driving long-term customer success
• Experience working with and a passion for non-profit organizations
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Results-driven mentality, with a bias for speed and action