Senior Customer Success Manager
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Job Description
Senior Customer Success Manager managing client relationships, renewals, and upsells for Catchafire’s nonprofit connection platform. Driving customer outcomes through data insights, business reviews, and cross-functional collaboration.
Responsibilities:
- Build and maintain strong relationships and serve as a trusted advisor to a portfolio of 15–25 customers
- Own net revenue retention and gross retention targets; maintain accurate renewal forecasts in the CRM and drive growth through renewals, expansions, and upsells
- Draft detailed account plans mapping customer goals and growth opportunities across the customer lifecycle
- Monitor customer health scores and engagement to identify at-risk clients and establish retention and success plans
- Address customer needs proactively, anticipate challenges, and adapt to changing conditions
- Act as a Catchafire product expert and customer advocate by analyzing feedback and collaborating with Platform, Sales, and Marketing on product enhancements and customer outcomes
- Provide customers with reporting and data-driven insights on usage trends, end-user satisfaction, and engagement
- Lead monthly/quarterly business reviews with client stakeholders to demonstrate ROI and align future goals
- Conduct internal quarterly business reviews with senior leadership covering wins, losses, trends, challenges, and opportunities
- Mentor other CSMs on account planning and renewal strategy and share playbooks and best practices
- Research clients’ industries, market trends, and business challenges to inform product offerings and solutions
- Use AI tools for account research, renewal preparation, and reporting and share effective practices with the Customer Success team
Requirements:
- 5–7+ years of work experience in customer-facing or account management roles
- Quota-carrying experience with successful renewal and upsell/cross-sell attainment, with a minimum of $2.5m in annual quota
- Experience managing complex, multi-stakeholder projects
- Experience managing relationships with senior-level stakeholders
- Desire to expand knowledge of and become an expert in the social impact space
- Experience working in a CRM or customer success platform such as Salesforce, Gainsight, or HubSpot
- Nonprofit fundraising or revenue management experience preferred
- Experience managing high-touch portfolios of no more than 50 customer accounts preferred
- Passion for working with customers
- Availability for calls or meetings during Eastern Time Zone hours
- Must not require employment visa sponsorship
- Strong analytical skills and ability to interpret complex data
- Strong project management skills
- Ability to manage multiple accounts and projects simultaneously
- Ability to work collaboratively across departments
- Ability to take ownership and implement solutions with minimal supervision
Benefits:
- Excellent health insurance (80% of premiums covered within the U.S. for the employee and eligible dependents)
- Unlimited PTO
- Parental/Family leave
- Professional Development Stipend
- Online Mental Health Services
- Remote full-time work
- Occasional travel opportunities/requirements
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