Customer Success Manager

Your job

As a Customer Success Manager at Feathr, you'll play a vital part in our mission to deliver unparalleled digital marketing solutions to nonprofits. You’ll be a key contributor on a team that's reshaping the way nonprofits nurture and engage their communities. You serve as the bridge between Feathr and our customers, by not just ensuring their satisfaction, but by also understanding clients’ unique needs, and driving their success by serving as subject-matter-expert and guide.

You will inspire and empower our customers by offering strategic insights and best practices, fostering a productive and outstanding customer experience that drives exceptional outcomes.

Your experience

• 3+ years of experience in a dedicated Customer Success or B2B SaaS Account Management role, focused on driving customer retention, renewal, and value outcomes

• 2+ years experience developing, managing, or planning digital marketing campaigns

• Non-profit or association industry experience is strongly preferred

Your qualities

• Agile & Organized: Exceptional organization and ability to manage shifting priorities — escalations, retention risk, and strategic initiatives — ensuring deadlines and goals are consistently met

• Strategic Vision: Ability to maintain a high-level view of account health, focusing on long-term business strategy and value realization

• Customer Educator: Empower customers to become proficient and self-sufficient in the application while proactively driving adoption of new features and best practices

• Executive Presence & Commercial Acumen: Comfortable leading strategic conversations with senior stakeholders and managing the end-to-end renewal process, including contract negotiations

• Proactive & Clear Communicator: Anticipate customer roadblocks, overcommunicate with stakeholders, and translate complex technical concepts effectively

• Marketing Subject Matter Expert: Apply evolving marketing best practices to customer campaign strategies and workflows in alignment with Feathr's positioning

Your day

• Manage a portfolio of strategic accounts

• Become a Feathr Product expert and strategic adviser

• Guide customers on how to creatively and productively utilize the Feathr app to amplify their marketing efforts

• Lead the creation and execution of Joint Success Plans to align customer goals with Feathr's solutions

• Drive multi-threading efforts within customer organizations to secure key stakeholder relationships and mitigate risk

• Assist customers in developing skills to independently create and manage campaign plans based on their goals

• Track account progress and status updates in Salesforce and Planhat

• Own the end-to-end renewal process, including contract management, pricing, and expansion to ensure customer renewal

• Create and lead customer Business Reviews (e.g., Quarterly Business Reviews) to highlight value with Feathr, uncover risk, and identify growth opportunities

(Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties may change at any time with or without notice.)

Compensation

• Base pay: $75k

• Variable compensation: up to $30k

• Benefits: health/dental/vision insurance, professional development budget, office food, social events, and being part of a supportive Professional Services team

Location

• Remote candidates within the United States (preference for EST or CST time zones)

• Option to work from headquarters in Gainesville, FL

Interview process

• HR Information Screen: Virtual interview with Talent Acquisition covering experience, compensation, and role overview

• Manager Interview: 45-minute virtual interview with Hiring Manager to dive deeper into role and requirements

• Work Assignment & Panel Interview: Complete a project (≤90 minutes effort, multiple days to complete) and present to three team members

• References, Offer, and Background Check: Final stage with offer details

Interviewing at Feathr: Access our comprehensive candidate resource for insights, tips, and preparation guidance.

Benefits & perks

• Fully remote

• Full vision, dental, and ~99% health insurance for employees

• Sick time off

• Vacation time off

• Extended Winter Break

• Parental Leave

• Wellness Reimbursement Credit

• Home Office Stipend

• Professional Development Budget

• Team hangouts and events

Culture

Feathr defines culture as the secret sauce that makes our flock members want to come to work every day and do their best work.

Our values (PACTs):

• Practicality: Progress Over Perfection

• Ambition: When Feathr wins, We all win

• Candor: Better communication, Better results

• Trust: Assume the best, Share openly

• Service: We exist to fix