Note: The job is a remote job and is open to candidates in USA. Feathr is a nonprofit marketing platform that helps organizations build purposeful connections with their communities and grow their impact. The Customer Success Manager serves as a strategic adviser and subject-matter expert for customers, guiding their use of Feathr's digital marketing solutions. The role manages strategic accounts, drives adoption and renewals, develops customer success plans, and identifies growth opportunities.
Responsibilities
- 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 the skills for them 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, as well as to uncover risk and growth opportunities
Skills
- 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
- Agile & Organized: You maintain exceptional organization and can expertly manage shifting priorities—including escalations, retention risk, and strategic initiatives—to ensure critical deadlines and goals are consistently met
- Strategic Vision: You possess the ability to maintain a high-level view of account health, focusing on long-term business strategy and value realization rather than getting consistently diverted by day-to-day tactical issues
- Customer Educator: You empower customers to become proficient and self-sufficient in the application while proactively driving adoption of new features and best practices to ensure they maximize value
- Executive Presence & Commercial Acumen: You are comfortable leading strategic and sometimes difficult conversations with senior decision-makers and stakeholders, and are adept at managing the end-to-end renewal process, including contract negotiations
- Proactive & Clear Communicator: You use foresight to anticipate customer roadblocks, clearly over communicate with all stakeholders, and adjust your communication style to effectively translate complex technical concepts for any audience
- Marketing Subject Matter Expert: Applies evolving marketing best practices to customer's campaign strategies, personal workflows, and customer conversations in alignment with Feathr's positioning
- This role is open to remote candidates located within the United States, with a preference for those in the EST or CST time zones. There is also an option to work from our headquarters in Gainesville, FL
- Non-profit or association industry experience is strongly preferred
Benefits
- Up to an additional $30k in variable compensation
- Fully remote
- Health/dental/vision insurance
- Professional development budget
- Office food
- Social events
- Full vision, dental, and ~99% health insurance for employees
- Sick time off
- Vacation time off
- Extended Wintr Break
- Parental Leave
- Wellness Reimbursement Credit
- Home Office Stipend
- Team hangouts and events
Company Overview