Job Description

Location Type: Remote

Employment Type: Full-Time

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.

Candidates willing to commute and work out of our downtown Phoenix, AZ or Plano, TX office (3-day/week hybrid schedule) are preferred, though we are accepting resumes from candidates working remotely throughout the US.

Position Summary

We are looking for a Customer Success Manager to join our growing Customer Success Team. As a Customer Success Manager, you will report to the Manager of Customer Success and will be focused on our mid-level customers' product adoption, utilization, and overall satisfaction.

Are you a former nonprofit fundraiser or leader looking for a career change? Perhaps a consultant in the nonprofit sector? Your nonprofit knowledge is an asset, and if you are hungry for a new challenge, this is the opportunity for you!

In this role, you will work closely with other Customer Experience teams such as Support, Onboarding, & Training to help maximize customer growth. Your responsibilities will include supporting a wide variety of mission-focused organizations in strengthening their donor relationships, selling upgrades and add-ons to our current customers, and working 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.

Responsibilities

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 escalate.
• Your proactive approach distinguishes you from traditional customer service, turning potential problems into opportunities for customers and Virtuous alike.

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 to ensure customer needs are met.