Job description
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-sized 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-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.
The ideal candidate for Virtuous embodies our values by:
Asking questions 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 & creates space to be human
Find our core values & more here.
Position Summary We are looking for a Manager of Customer Success to join our growing Customer Success Team. As Manager of Customer Success, you will report to the Director of Customer Success and will be focused on leading our mid-level Customer Success Managers who are responsible for revenue retention, expansion, customer product adoption, and overall satisfaction.
In this role, you will be responsible for the success of your Customer Success Manager team, which includes meeting or exceeding gross and net revenue retention goals, as well as achieving expansion targets. You will coach your team on how to successfully manage a book of business proactively, how to implement B2B SaaS CS best practices and guiding principles, and how to develop CS professional skills. You will work closely with cross functional leaders from teams such as Technical Support, Onboarding, Sales, Marketing and Product for the betterment of the customer experience and ability for your team to serve their customers as effectively as possible.
Responsibilities
Team Development: Provide ongoing mentorship and support to Customer Success team members, fostering professional growth, resolving challenges, and ensuring adherence to best practices and company standards. Drive the professional development of Customer Success team members through targeted training, mentorship, and performance feedback, while fostering a supportive environment that encourages continuous learning and growth. Use data and reporting to measure CSM success and areas for improvement.
Team Performance and OKR Management: Oversee team performance of company objectives and departmental goals, ensuring parallel progress and providing prescriptive feedback for each Customer Success Manager in necessary areas of growth. Own and manage quarterly OKRs, providing regular updates to Virtuous leadership.
Segmenting and Forecasting: Conduct regular assessments of Customer Success Managers’ books of business to ensure optimal balance of recurring revenue, customer journey stages, and more. Develop and update retention and expansion forecasts for each CSM and collectively as a team.
Software Management: Maintain and optimize software tools for the team, including ChurnZero reportings, Sendoso, Notion, and Lattice, ensuring effective utilization and data accuracy.
You Must Have
At least 3 years of experience managing a team is required
Management experience in B2B SaaS
Experience managing a quota carrying team
Experience in a professional customer facing role required
Strong Leadership: Proven experience in a customer success or related leadership role.
Customer-Centric Focus: Deep understanding of customer needs and a passion for ensuring their success.
Relationship Building: Strong propensity for relationship building, enjoying forming and maintaining meaningful relationships not only with your team members but also with customers.
Proactive Problem-Solving: Proven ability to identify and address gaps or risks in CSM books of business with the appropriate coaching
Collaborative Mindset: Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and a unified customer-centric approach.
Technical Proficiency: Strong technical acumen to provide product support and guidance to your team through the use of tools, reporting, and data driven customer insights.
Sales Acumen: Ability to coach CSMs on sales tactics and strategies for optimal retention and expansion
Project Management: Organizational skills, with the ability to prioritize effectively along with critical thinking abilities to balance customer needs with Virtuous’ objectives.
Proficiency in working with CRMs, email marketing, and other technology.
Thrive in a fast-paced and ever-changing environment where you equally work independently and collaboratively- the ability to juggle multiple processes and prioritize daily is a must.
What We Offer
Market competitive pay leveraging Carta data
Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO
Supportive time off including paid volunteer days and company holidays
Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)
We pride ourselves on Community and host exciting company outings and events.
We’ve recently noticed an increase in recruitment scams where individuals are impersonating recruiters to obtain personal or financial information through fraudulent interviews and job offers.
Please note that all legitimate communication from Virtuous will only come from the @virtuous.org domain. If you receive a message from other domains, even if they look similar (e.g., virtuouscareers.org or virtuousjobs.com), they are not legitimate and we recommend disregarding it immediately.
