Senior Customer Success Manager

Join to apply for the Senior Customer Success Manager role at Findhelp
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We’re changing the way people connect to social care. At Findhelp, we’ve built a comprehensive platform of products and services that make it easy to connect people to resources, follow them on their journey, and track your impact quickly and reliably. Our network includes more than half a million local, state, and national programs that serve every ZIP Code in the country.

Findhelp is headquartered in Austin, Texas and has enabled healthcare, government, education, and other organizations to connect people with the resources they need since 2010. As a mission‑driven organization, we focus on positive impact by connecting people in need to programs with dignity and ease.

• Proactively engage clients to drive product adoption and optimal product experiences
• Develop & maintain relationships with key customer champions including Executive Sponsor, Project Manager, and Technical Lead
• Lead client and project communications, driving the project plan and sharing best practices for customer success
• Track customer usage metrics and respond to deployment or product issues
• Create and deliver Executive Business Reviews on a quarterly cadence
• Own technical issues, responding promptly and working cross‑functionally to document resolutions
• Manage escalations and expectations for both the client and internal personnel
• Take ownership of the entire onboarding process for each client
• Facilitate a smooth hand‑over from sales to service
• Create and manage scope and timeline of rollout with customer expectations
• Train customer staff and relevant partners on use of Findhelp’s suite of tools
• Create and share materials to support internal and external marketing
• Advocate for the customer, champion their success, drive renewals and expansions
• Drive usage throughout customer organizations, growing adoption of features to achieve customer goals
• Collaborate with the Customer Success team to build a thriving department and foster overall success
• Advocate for ongoing customer needs, gather feedback, and help them reach desired outcomes

• Strong desire to use your work to make the world a better place for people in need
• BS/BA degree or equivalent
• 7+ years of experience in account management, customer success, or project management, managing large enterprise accounts
• Experience with technology and ability to learn new tech quickly; direct experience with SaaS applications
• Customer‑focused, enthusiastic, positive, and service‑oriented
• Interest in organizational innovation, social enterprise, community organizations, and government groups
• Ability to prioritize, multi‑task, and work effectively under pressure
• Skilled in problem‑solving, decision‑making, negotiations, and navigating challenging situations professionally
• Superior communication skills (presentation, written, verbal) and ability to present at all organizational levels, including C‑suite
• Ability to travel to some customer locations

Salary range: $98,400 – $147,600 per year (national average for this title; actual compensation varies).

Benefits include:

• 401(k) & stock options
• Free food and onsite gym (Austin HQ)
• Paid parental leave
• Competitive PTO & 9 paid holidays
• Employee‑only health, dental, and vision insurance
• Dog‑friendly office in Austin
• 24/7 access to telemedicine and counseling
• Book Purchasing Program

This position is in‑office. Candidates must be located in Austin, Texas, Madison, Wisconsin, or Denver, Colorado.

Findhelp commits to hiring, training, and promoting individuals without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, disability, political affiliation, race, religion, creed, sexual orientation, socio‑economic status, veteran status, or any other protected class. Accommodations are available for applicants with disabilities.

We support staff through Culture Committee, Leadership Development Training, and Paid Volunteering Time.