Customer Success Manager
About EverTrue:
EverTrue’s mission is to build relationships in pursuit of a better world. We hire smart, fun, and vibrant people who share a passion for making a difference in the world and who are naturally wired to care about the happiness of others.
EverTrue is a big data and analytics SaaS company meeting the needs of the technologically underserved $300 billion nonprofit market. At our company, the needs of the nonprofits we serve are at the heart of everything we do. From mobile-first innovative products that give nonprofits better donor data to applications that enable constituency groups like alumni to stay connected both with each other and their beloved alma maters, our cutting edge software is true to our mission of enabling relationship-building in pursuit of a better world.
Our mobile platform is utilized by over 300 institutions, providing a better way to track and engage constituents through the power of social data. We are a Bain Venture Capital backed company, and proud alumni of TechStars and MassChallenge.
The Role:
The Customer Success Manager will build and manage relationships with decision makers in key accounts to drive usage and adoption and drive return on investment from EverTrue’s products, all the while building your career within a supportive and collaborative culture.
Responsibilities:
Delight customers and be able to show it via measurable achievement (NPS score, renewal rates maintained at 90%+, among other metrics)
While upsells in accounts will be executed by the Sales team, the Customer Success Manager is responsible for maintaining a successful relationship with the customer that is conducive to upsells occurring within the account.
Keep a finger on the pulse of the customer’s overall happiness and satisfaction with our product, addressing concerns and inquiries promptly to maximize customer satisfaction and retention
Ensure the customer understands how to use all facets of our products so they can maximize the insights gained and find value via efficient and productive prospect identification
Identify upsell opportunities for more users of the product as well as upsells of incremental products and/or modules
Work on a coordinated team with Sales, Support and Onboarding Specialists to make sure the account is healthy and all those teams are informed of upsell potential and churn risk
Hold account reviews with the customer to highlight success and ROI
Train and support assigned accounts to maximize their utilization of EverTrue’s products
Schedule and execute product training sessions with assigned accounts
Develop strategy for treatment of different types of accounts and customize training approaches based on customer needs
Provide feedback to product management team based on observations of individual customers as well as from identifying patterns of usage across multiple customers. Be the voice of the customer at EverTrue.
Track and report activities in a timely fashion and make recommendations to improve the effectiveness of customer engagement and training activities
Develop and maintain current knowledge of EverTrue products, services, and resources
Qualifications:
3+ years of progressively responsible and successful sales, account management, product management, and/or marketing experience in a comparable business environment. At EverTrue, fundraising solicitation is also considered sales
Experience in the Nonprofit market preferred, knowledge of the Nonprofit market is required
Excellent verbal and written communication
Proven ability to build relationships and work successfully with customers and colleagues
Ability to plan, develop, and conduct effective presentations to high-level professional audiences, support sales efforts, including identifying upsells and assisting with renewals
Flexibility for travel up to 20% of the time
Bachelor’s degree
Our fantastic employee benefits package includes:
Competitive Medical, Dental and Vision Plan
Unlimited Paid Time Off and TrueAdventure bonus to help you take a really awesome vacation yearly
Stake within EverTrue
401k Plan with Matching
Great culture - happy hours, community service activities, annual company Summer trip to Provincetown, and more fun!