Note: The job is a remote job and is open to candidates in USA. EverTrue is an advancement intelligence and donor engagement platform serving educational institutions and nonprofit organizations. The Customer Success Manager will manage the full customer lifecycle from implementation through renewal, drive customer satisfaction and retention, identify expansion opportunities, provide product feedback and training, and represent the company at events.
Responsibilities
- Manage the entire customer lifecycle, from implementation to renewal, with a focus on achieving a 90%+ gross retention rate and ensuring high customer satisfaction and advocacy
- Delight customers through best-in-class service and authenticity, showcasing success through measurable achievements like NPS scores, Health Scores, and usage data
- Collaborate closely with the Sales team to support account growth by identifying and qualifying cross-sell opportunities
- Conduct regular account reviews with key leadership to demonstrate success and identify opportunities for expanding EverTrue's solutions
- Identify opportunities for customer advocacy to support new customer acquisition and enhance industry knowledge
- Provide actionable feedback to the Product team based on customer insights to enhance EverTrue's offerings
- Maintain current knowledge of EverTrue products and conduct effective product training sessions
- Commit to internal team processes and foster collaboration across the company
- Leverage familiarity with core systems such as Salesforce, Notion, and customer success platforms like Planhat or ChurnZero, along with Slack, to support smooth day to day operations
- Represent EverTrue at events, driving attendance and occasionally leading webinars, leveraging your public speaking skills. (Travel required up to 25% of the time)
Skills
- Required: 3+ years of successful experience in customer success, sales, account management, fundraising solicitation, and/or marketing in a comparable business environment
- Required: Excellent verbal and written communication skills
- A strong ability to build relationships, engaging meaningfully with colleagues and customers
- The capability to plan, develop, and conduct effective and professional presentations to executive audiences, support sales efforts, identify expansion opportunities, and secure renewals
- Comfort with strategizing account save strategies and engaging internal leadership for support
- An enjoyment for working in an evolving and fast-paced environment, with a commitment to ongoing learning and progression
- The ability to operate independently and own your work, even when processes may not be fully defined
- A humble and team-oriented approach, willing to collaborate across teams to achieve shared goals
- Travel required up to 25% of the time
- Preferred: You have experience or knowledge selling or fundraising in the education market
Benefits
- A target variable of $54K.
- We cover 80% of your premium for medical, dental, and vision insurance.
- A 401k match of up to 3% to support your financial future.
- A remote-first environment for flexible work.
- Generous paid time off throughout the year.
- Investment in your professional growth and development.
- Opportunities to connect with colleagues both in-person and virtually.
- The unique chance to contribute to the non-profits and educational institutions you care about, aligning your work with your passions.
Company Overview