Title: Customer Success Manager
Location: Remote
Reports to: Director of Customer Success
Salary Range: $68,000 - $70,00 Per Year (Eligible for earning commissions upon
successful contract renewals and adoption)
About The Fedcap Group
Founded in 1935, The Fedcap Group is a $425M global nonprofit organization
focused on advancing economic well-being for individuals facing barriers to
employment. Headquartered in New York City, Fedcap operates across 106 locations
in 29 U.S. states, the U.K., Canada, and Australia serving nearly 332,000 people
annually. Fedcap’s mission is to create opportunities for people facing barriers
to achieve economic independence, dignity, and become contributing members of
society. Through innovative programs, strategic partnerships, workforce
development initiatives, and community-based services, Fedcap helps individuals
build sustainable pathways to employment and long-term success.
About Single Stop
Mission: To build pathways out of poverty by leveraging partnerships and
technology to connect people to existing resources, all through a unique
one-stop shop.
Fueled by state-of-the-art technology, a world-class staff, and our education
and nonprofit network partners, Single Stop's vision is for every individual to
have access to opportunities for achieving the American Dream. We are working to
connect individuals living in poverty to untapped local, state, and federal
dollars and benefits to put them on the road to economic stability and
prosperity.
Website: https://singlestop.org/ [https://singlestop.org/]
Position Summary
As Customer Success Manager (CSM) at Single Stop, you will play a critical role
in the overall success and satisfaction of our partners. You will be the main
point of contact for our customers, ensuring that they are fully supported from
onboarding to the ongoing use of Single Stop's technology. In addition, you will
deliver personalized consulting services, design and lead training sessions, and
ensure our partners maximize the impact of our solutions on the communities they
serve. You will increase user adoption, mitigate churn, foster long-lasting,
productive partnerships, and explore opportunities to expand our relationship.
Key Responsibilities
Onboarding & Training: Lead launch courses to onboard new partners to the
Single Stop technology. Deliver training on best practices and provide
ongoing support to ensure partners understand and effectively utilize the
platform.
Relationship Management: Serve as the primary consultant to partners, helping
them implement and optimize their use of Single Stop. Provide tailored
consulting services and solutions to meet specific partner needs.
Performance Tracking: Monitor partner performance using data analytics to
track outcomes, assess the effectiveness of implementations, and recommend
improvements. Provide regular feedback to partners based on their results.
Customer Retention, Success and Expansion: Work proactively to retain
customers by maintaining high levels of partner satisfaction, troubleshooting
issues, and resolving concerns. Actively engage with partners to renew
contracts and identify opportunities for growth.
Collaboration: Work closely with the Business Development team to ensure a
seamless transition for new partners. Partner with the Director of Customer
Success to develop training content and optimize consulting services.
User Adoption & Churn Mitigation: Act as a thought leader within the
organization by providing fresh, innovative ideas for increasing user
adoption and reducing churn among partners.
Partner Engagement & Marketing: Collaborate with partners to develop and
execute marketing plans that drive program awareness, participation, and
impact.
Perform other duties as assigned.
Qualifications
Experience & Skills
Bachelor's degree required.
At least 2-3 years of experience developing and facilitating training and/or
giving presentations to large and small groups (4-5 years preferred).
Previous experience at a SaaS company.
Experience in account management, including the ability to anticipate partner
needs, analyze and evaluate performance metrics, and proactively recommend
strategies for success.
Proficient in utilizing technology to deliver training (teleconferencing,
videos, online guides, learning management platforms, etc.).
Experience creating and managing partner marketing plans and engagement
initiatives.
Clear ability to learn and teach the use of new technologies, platforms, and
software features to users of all skill levels.
Able to utilize data to assess performance and provide meaningful feedback.
Proficient with Microsoft Office applications.
Passion to work for a mission-driven organization.
Experience designing and facilitating consulting experiences and services for
clients.
Proactive team player who brings fresh ideas for user adoption and churn
mitigation.
Benefits
Health insurance (Medical, Dental, Vision)
Paid time off (Vacation, Sick, Floating)
Retirement plan 403(b)
Flexible Spending Account (FSA)
Commuter Benefits
Life/Accident insurance
Short-term Disability Insurance
Long-term Disability Insurance
Employee Assistance Plan (EAP)
The Fedcap Group provides equal employment opportunities to all employees and
applicants for employment and prohibits discrimination and harassment of any
type without regard to race, color, religion, age, sex, national origin,
disability status, genetics, protected veteran status, sexual orientation,
gender identity or expression or any other characteristic protected by federal,
state or local laws. We are an EOE employer committed to diversity.