Strategic Customer Success Manager (Associations)

US - East Coast, Remote. Posted 9 days ago

The role

You will build the customer success function for the association vertical from the ground up. You will manage strategic relationships with national associations to drive adoption, retention, and growth.

What you will do

Own and nurture strategic relationships with association customers
Guide customers through onboarding, renewal, and expansion
Develop and execute strategic success plans
Lead quarterly and executive business reviews with association leadership
Help associations design and run Natter programs
Identify and drive expansion opportunities
Build the CS playbook for the vertical
Collaborate with Product, Marketing and Solutions teams
Partner with customers to analyze key performance indicators
Advocate for the customer voice internally

Required qualifications

7+ years’ experience in Customer Success, Account Management, or a similar client-facing role at a SaaS company or management consulting (MBB or equivalent)
Experience managing strategic accounts with complex stakeholder ecosystems, including boards, committees and volunteer leadership
A track record of building a function, process or playbook from scratch, ideally at an early-stage company
Strategic, customer-centric mindset with a track record of identifying and driving growth opportunities within accounts
Exceptional presentation, written and verbal communication skills
Comfort navigating C-level and board-level conversations and facilitating high-impact meetings
Strong commercial acumen
Strong multitasking and prioritization skills
Willingness to travel regularly for customer engagements and association events

Nice to have

Experience working with or inside associations, professional societies, trade organizations or other membership bodies
Experience with SaaS, particularly B2B or vertical software
Familiarity with association management systems (AMS)
Research interests and academic credentials

About the company

Natter harnesses the power of AI and video to give everyone a voice. The company is building an enterprise conversation intelligence category.