Enterprise Customer Success Manager

Enterprise Customer Success Manager About Us

Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid‑size charities with elegant tools for fundraising, marketing, volunteerism, and online giving.

Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best‑in Econ‑class software solutions, customer success interactions, and sales experiences to the world’s leading nonprofits.

We also recognize the importance of giving back and making a difference in the communities where we live and work. That’s why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously, but we don’t take ourselves too seriously. We believe that life is too short not to love what you do.

• Asking questionsပါ with a spirit of curiosity
• Giving feedback freely with candor & grace, welcoming it in return
• Displaying a passion for philanthropy and technology
• Serving with joy. Everyone is willing to make the coffee!
• Celebrating the wins & milestones of others
• Assuming good intent & demonstrating trust in others
• Pursuing relationships with people different from themselves & creating space to be human

We are looking for an Enterprise Customer Success Manager to join our growing Customer Success Team. As an Enterprise Customer Success Manager, you will report to the Manager of Enterprise Customer Success and will be focused on our largest and most strategic customers’ product adoption, utilization, and overall satisfaction.

In this role, you will work closely with teams across the company including Marketing, Sales, and Revenue Enablement to help maximize our growth. Your responsibilities will include supporting strategic enterprise-level customers in strengthening their donor relationships, selling upgrades and add-ons to our current customers, and workingҵаарақәа on renewals of annual contracts. You will serve as the primary point of contact for our nonprofit customers, collaborating closely with them to understand their unique needs, goals, and challenges.

By leveraging your expertise in both our platform and the nonprofit industry, you will drive adoption, retention, and expansion initiatives, ultimately contributing to the long‑term success and growth of our customers.

• Customer Relationship Management:
  Serve as a dedicated point of contact, accompanying customers on their journey from sales closure through the entire lifecycle. Cultivate deep, meaningful multi‑threaded relationships, ensuring customer loyalty and trust with all key stakeholders for optimized product adoption.
• Proactive Issue Resolution:
  Anticipate customer issues and proactively address them before they escape. Your proactive approach distinguishes you from traditional customer service, turning potential problems into opportunities for customers and Virtuous alike.
• Strategic Account Expansion:
  Understand each customer’s unique needs, allowing you to suggest innovative solutions that enhance their success with our products. Identify organic upsell opportunities by comprehensively understanding their use‑case, ultimately driving business growth.
• Advocacy and
  
  Collaboration:
  
  Advocate for Virtuous by generating excitement about upcoming product launches and updates. Collaborate with internal teams including customer success, sales, support, and product, voicing customer concerns and needs and ensuring a customer‑first approach company‑wide.
• Product Expert:
  Provide strategic product support and comprehensive guidance on best practices. Your expertise ensures customers seamlessly adopt our products, enhancing their overall experience and deepening customer trust.
• Issue Identification and Resolution:
  Handle complex customer issues with efficiency and professionalism. Offer tailored product and service solutions ועד adress customer pain points, demonstrating Virtuous’ commitment to customer satisfaction and project managing resolution strategies through…