*This post was created on behalf of one of Bravado’s clients.
Our client is tech-enabled fundraising platform empowers nonprofits to automate and personalize their donor outreach efforts. By shifting away from generic, mass-email strategies, organizations and universities can focus on engaging high-intent donors more effectively.
Location: United States of America (Remote)
Responsibilities:
- Guide new customers through onboarding, ensuring they understand how to use the product effectively.
- Develop strong, long-term relationships with key stakeholders to foster loyalty and trust.
- Act as the voice of the customer within the company, advocating for their needs and feedback.
- Identify potential issues before they become problems and work with customers to resolve them.
- Encourage customers to fully utilize product features to maximize value and ROI.
- Manage contract renewals and work to reduce churn by maintaining high customer satisfaction.
- Identify opportunities to expand the account through upselling or cross-selling relevant products or services.
- Use data and metrics to track customer engagement and health scores, intervening as needed.
- Work closely with Sales, Product, and Support teams to ensure customer success and smooth issue resolution.
- Provide regular reports on customer status, risks, and successes to leadership, and relay customer feedback to product teams.
Qualifications:
- 2+ years in customer success, account management, or related roles, preferably in SaaS or tech industries.
- Excellent verbal and written communication for interacting with diverse customer stakeholders.
- Ability to build and maintain long-term customer relationships and foster trust.
- Capable of identifying challenges and working proactively to resolve customer issues.
- Comfortable learning and explaining software products, with the ability to understand technical concepts.
- Experience using CRM and customer success tools (e.g., Salesforce, Gainsight) to monitor health metrics and generate reports.
- Strong organizational skills to manage multiple accounts, timelines, and renewal cycles.
- Focus on delivering value and exceptional customer experiences.
- Ability to work cross-functionally with sales, product, and support teams.
- Bachelor’s degree preferred, but equivalent experience is often acceptable.
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