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 250 institutions, providing a better way to track and engage constituents through the power of social data. We are backed by Bain Capital Ventures and University Ventures, and proud alumni of TechStars and MassChallenge.

The Role:

The Customer Success Manager will build and manage relationships with decision makers in mid-sized 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.

The Customer Success Manager will be based in our Boston, MA Headquarters.

Responsibilities:

• Delight customers and be able to show it via measurable achievement (NPS score, Health Scores, renewal rates maintained at 90%+ net retention, usage data, among other metrics).
• While upsells in accounts will be executed by the Sales team, the Customer Success Manager will be responsible for identifying upsell opportunities within their portfolio. They will maintain a successful relationship with the customer that is conducive to upsells occurring within the account.
• Identify opportunities of Customer Advocacy that will support new customer growth and marketing output.
• 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.
• Work on a coordinated team with Sales, Support and Implementation 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.
• Schedule and execute product training sessions with assigned accounts.
• Drive customer attendance at EverTrue customer events, conference and online webinars.
• 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.
• Develop and maintain current knowledge of EverTrue products, services, and resources.
• Represent EverTrue at industry conferences (could include speaking at the event).
• Determination and grit required to work at a growing start-up, as well as the patience to help customers win.

Qualifications:

• 4+ years of progressively responsible and successful customer success, sales, account management, and/or marketing experience in a comparable business environment. At EverTrue, fundraising solicitation is also considered sales.
• Experience in the non-profit market preferred, knowledge of the non-profit market is required.
• Excellent verbal and written communication.
• Proven ability to build relationships and collaborate 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. Public speaking skills a must.
• 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.
• TrueAdventure bonus to help you take a really awesome vacation yearly.
• Stake within EverTrue.
• 401k Plan with Matching.
• Great colleagues and culture - happy hours, community service activities, an annual company Summer trip to Provincetown, and more fun!