As a Manager of Nonprofit Customer Success, you will lead a team of Customer Success Managers focused on scaling the nonprofit vertical within our business. You will own a set of accounts, manage and grow a team, and build systems and processes to help scale the customer success organization at Windfall in the years to come.
Requirements
- Scale the end-to-end customer experience, including onboarding, product adoption, usage, and implementation of best practices and growth
- Train, develop, and mentor a team of 7 Customer Success Managers
- Leading our recruiting strategy to attract and hire high-quality candidates
- Coach the team to deliver value for our customers by enabling them to use Windfall's solution to meet their business objectives
- Coach the team to develop and execute a comprehensive Account Growth Strategy (e.g., land-and-expand strategies, value mapping) to significantly increase usage, adoption, and ultimately, lifetime value and revenue
- Coach the team to identify new opportunities within nonprofit accounts, including potential for increased fundraising and enhanced analytics
- Lead Executive Business Reviews (EBRs) with client C-level/SVP sponsors, focused on quantifiable Return on Investment (ROI), realized business value, and alignment on future strategic objectives
- Coach the team to proactively manage relationships within customers' teams, including multi-threading across departments and levels, and adapting to customer team hires and departures
- Serve as a trusted advisor and industry expert, translating Windfall's data intelligence into high-impact business outcomes for the client
- Develop internal playbooks and customer-facing content, including best practices guides and thought leadership pieces
- Develop and implement efficient processes to enhance customer engagement and satisfaction
- Lead strategic initiatives and influence the Customer Success roadmap by synthesizing the needs of our nonprofit customers and translating them into actionable organizational improvements
- Partner with other Windfall departments on internal enablement, webinars, and internal or customer-facing documentation
- Lead efforts to validate and enhance the effectiveness of Windfall's offerings through product feature requests, feedback, and discussions
Benefits
- Comprehensive benefits package
