Sr. Customer Success Manager

Catchafire brings together government, philanthropy, business, and volunteers with the goal of bridging paths to stronger communities. We have been shifting skills and resources to communities across the country for over a decade. Every day, we help communities grow stronger by listening to what they need and making sure they get those resources. We are the leading online platform for nonprofits to connect with everyday professionals -our team has helped nonprofits create over 200 million dollars in value, with over 1 million volunteer hours donated.

Our purpose is simple: Bridging paths to stronger communities. Learn more at catchafire.org

Unfortunately, we are unable to provide sponsorship for employment at this time.

Essence of the Role

As a Sr. Customer Success Manager, you are an essential driver of our mission. You will play a pivotal role in fostering strong relationships with our clients while serving as a trusted product expert. Managing a portfolio of diverse customers, you will leverage your expertise in client engagement, data analysis, and industry knowledge to drive revenue growth through contract renewals, upsell opportunities, and minimizing churn. In this role, you will work collaboratively across departments to ensure our customers achieve long-term success. Your efforts will directly support Foundations and Corporations, empowering them to bring our product solutions to their nonprofits and employees.

The ideal candidate is a results-driven professional who thrives in a space that blends revenue growth and social impact. You are highly organized, an excellent communicator/storyteller, and enjoy the intricacies of working in a fast-paced and ambiguous environment. You must have a passion for working with customers. Having a deep understanding of the philanthropic sector is preferred but not a must-have.

Responsibilities

• Build and maintain strong relationships and serve as a trusted advisor to a portfolio of 15 to 25 customers.

• Own net revenue retention (NRR) and gross retention targets for your portfolio, maintaining accurate renewal forecasts in the CRM and driving growth through renewals, expansions, and upsells.

• Draft detailed account plans that map out customer goals, and growth opportunities and ensure clear and direct management of the customer lifecycle

• Monitor customer health scores and engagement using internal dashboards to proactively identify at-risk clients and establish retention and success plans.

• Be proactive and agile in addressing customer needs, anticipating potential challenges, and adapting quickly to changing conditions.

• Act both as a Catchafire product expert and as a customer advocate by analyzing customer feedback, and collaborating cross-functionally with Platform, Sales, and Marketing to contribute to product enhancements and drive customer outcomes.

• Provide comprehensive reporting and data-driven insights to customers on usage trends, end-user satisfaction feedback, and engagement levels.

• Lead monthly/quarterly business reviews with client stakeholders to demonstrate ROI, reinforce account value, and align on future goals.

• Prepare and conduct internal quarterly business reviews with senior leadership to review wins and losses, trends, challenges, and opportunities.

• Mentor other CSMs on account planning and renewal strategy, sharing playbooks and best practices across the team.

• Conduct research analysis of clients' industries, market trends, and business challenges to identify insights that inform and enhance our product offerings and solutions.

• Use AI tools to speed up account research, renewal prep, and reporting, and share what works with the wider CS team as Catchafire scales AI adoption.

What You'll Need to Succeed in This Role

• Must-haves:

  • 5 - 7+ years of work experience in customer-facing or account management roles

  • Quota-carrying experience with successful renewal and upsell/cross-sell attainment (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) to manage renewals and forecast pipeline.

• Preferred:

  • Nonprofit fundraising or revenue management experience

  • Experience managing high-touch portfolios of no more than 50 customer accounts

Competencies

• Trusted advisor: Extensive experience establishing yourself as a trusted advisor with customers.

• Customer-driven: Experience in managing an enterprise-sized client portfolio, with a focus on delivering high-quality service, and building relationships. Experience presenting to executive audiences and articulating value propositions of our products and services. Proactively identifies customer needs and opportunities to maximize value.

• Revenue driver: Proven track record of meeting and exceeding quotas and performance targets related to customer satisfaction, renewal, and revenue growth.

• Business acumen: Proven ability to quickly grasp and clearly explain technical and business concepts, including platform features, and functionality to customers.

• Data analysis: Excellent analytical skills and ability to interpret complex data.

• Project management: Strong project management skills with a focus on process improvements and prioritization of client portfolio. Ability to manage multiple accounts and projects simultaneously.

• Agile: Thrives in a fast-paced and ambiguous environment with limited structure. High attention to detail and willingness to get “in the weeds” to solve a problem. Oriented towards an end goal without needing a defined set of activities to get there.

• Collaborative: Ability to work across different departments and functions in a collaborative manner

• Takes initiative: Takes ownership of projects and initiatives that address customer challenges and implements solutions with minimal supervision.

Additional Information

• Compensation: The baseline annual compensation for this role is $150,000 on-target earnings ($95,000 base and $55,000 variable)

• Time zone: This is a full-time, remote, permanent position that may require occasional travel. You will need to be available for calls or meetings during Eastern Time Zone hours.

• Benefits: Our benefits package includes:

  • Excellent health insurance (we cover 80% of premiums within the U.S. for you and any eligible dependents)

  • Unlimited PTO

  • Parental/Family leave

  • Professional Development Stipend

  • Online Mental Health Services

Catchafire is a remote-first workplace. All roles are remote full-time (unless stated in the job description), with the expectation that the employee is willing and able to travel periodically as deemed necessary and beneficial.

Equal Employment Opportunity

Catchafire is an equal opportunity employer and is committed to building a diverse, equitable, and inclusive team. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other status protected by applicable federal, state, or local law. We encourage candidates from all backgrounds to apply.

We are committed to a fair and transparent hiring process. We confirm that this advertisement is for an active vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools within our applicant tracking system (Ashby) to assist our recruitment team in screening and assessing applications against role-specific criteria. These tools do not score, rank, or make hiring decisions; a recruiter reviews every application and makes the final determination on every hire.