Sr. Customer Success Manager

United States, Remote. Posted a month ago

The role

You will manage a portfolio of 15 to 25 customers to drive revenue growth through renewals and upsells. You will serve as a trusted advisor and product expert for Foundations and Corporations.

What you will do

Build and maintain strong relationships and serve as a trusted advisor to a portfolio of 15 to 25 customers.
Own net revenue retention (NRR) and gross retention targets for your portfolio.
Draft detailed account plans that map out customer goals and growth opportunities.
Monitor customer health scores and engagement using internal dashboards.
Act as a Catchafire product expert and a customer advocate.
Provide comprehensive reporting and data-driven insights to customers.
Lead monthly/quarterly business reviews with client stakeholders.
Prepare and conduct internal quarterly business reviews with senior leadership.
Mentor other CSMs on account planning and renewal strategy.
Conduct research analysis of clients' industries and market trends.

Required qualifications

5 - 7+ years of work experience in customer-facing or account management roles
Quota-carrying experience with successful renewal and upsell/cross-sell attainment (minimum of $2.5m in annual quota)
Experience managing complex, multi-stakeholder projects
Experience managing relationships with senior-level stakeholders
Desire to expand knowledge of and become an expert in the social impact space
Experience working in a CRM or customer success platform (such as Salesforce, Gainsight, or HubSpot)

Nice to have

Having a deep understanding of the philanthropic sector
Nonprofit fundraising or revenue management experience
Experience managing high-touch portfolios of no more than 50 customer accounts

Benefits

Excellent health insurance (80% of premiums covered within the U.S. for you and any eligible dependents)
Unlimited PTO
Parental/Family leave
Professional Development Stipend
Online Mental Health Services

Before you apply

Unable to provide sponsorship for employment at this time

About the company

Catchafire is a leading online platform for nonprofits to connect with everyday professionals. The company brings together government, philanthropy, business, and volunteers to bridge paths to stronger communities.