Job Description: Manager of Customer Success

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.

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 against 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.

Requirements

• 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.