Are you passionate about making a positive impact in the world? Want to see how that intersects with technology? Do you embody our company's core values and want to put them into practice as a spirited customer advocate? If so, come join our fast-growing team of change-makers! At OneCause, our Customer Success Managers (CSMs) are responsible for guiding customers through their entire OneCause journey, ensuring their success and continued loyalty. CSMs provide valuable insights to assist customers in leveraging our platform to realize their fundraising objectives. CSMs report to the Director of Customer Success.
Ideal candidates will have experience working as a customer success manager, familiarity with the non-profit sector, and demonstrated success in developing relationships with customers, helping them achieve their goals, and retaining their business.
-Serve as the customer's trusted advisor, driving value and forging relationships with key contacts throughout their lifecycle
-Facilitate successful new customer onboarding & implementation processes
-Conduct planned customer reviews of fundraising objectives and strategic touchpoints to maximize customer value and solicit feedback
-Work cross-functionally with other departments to ensure we are solving for the customer throughout our onboarding, adoption, and retention customer journey stages
-Customer Health & Growth
-Manage retention metrics and monitor account growth indicators through ensuring customer satisfaction and value realization
-Assist customers in creating and executing Success Plans to realize fundraising objectives
-Recommend OneCause products based on customer success plans that support customer outcomes
-Take active role in monitoring customer time to launch and support QA efforts when necessary
-Enrich customer outcomes by sharing relevant marketing collateral, best practices and industry expertise that aligns with customer objectives
-Manage customer health, identify barriers to success & proactively monitor, escalate, and solve for the customer
-Identify customers who are willing to serve as OneCause advocates by submitting online reviews, referring new business, serving on the Customer Advisory Board, and/or speaking at One Cause's annual customer conference
-Support marketing projects such as case studies, speaking opportunities, webinars, blogs, & testimonials
-Gather and maintain key customer information in SFDC CRM and Gainsight including organization stakeholders, mission statement, fundraising calendar, other fundraising solutions, competitors, industry, etc.
-Research, prepare and present market-relevant information to customers at annual RAISE Conference
-Complete required continued education training
-Contribute to the development of internal playbooks, processes, and best practices
-Be an active OneCause social media ambassador by following and interacting with customers on Instagram, Facebook, LinkedIn, etc.
What you already know and skills you bring:
- 3+ years of Customer Success Manager experience with a Software as a Service (SaaS) company
-Demonstrate working knowledge of Salesforce.com and/or customer success automation software (Gainsight)
Competencies needed for this role:
-Demonstrate exceptional attention to detail, process orientation & ability to communicate effectively both verbally and in writing
-Have a record of consistently meeting/exceeding goals
-Easily build and maintain relationships at all levels within an organization
-Be customer-centric, responsive, thoughtful, and growth-minded
-Be proactive, independent workers with excellent time management and prioritization skills
August 2, 2022