Posted 7 months ago

Manager, Nonprofit Customer Success

San FranciscoOn-siteFull-time

AI Summary

Leads a team of Customer Success Managers to scale the nonprofit vertical, owning accounts and building processes that improve customer success and expansion at Windfall.

About this role

As a Manager of Nonprofit Customer Success, you will lead a team of Customer Success Managers (CSMs) focused on scaling the nonprofit vertical within our business. You will own a set of accounts, manage and grow a team, and build systems and processes to help scale the customer success organization at Windfall in the years to come.

We’re on a mission to change how organizations perceive and use people data. And we hold true to our core values of: (1) Be an excellent communicator; (2) Operate with transparency; (3) Provide leverage, not optimization; (4) Make a difference every day; and (5) Act with integrity and trust.

Responsibilities:

Scale the end-to-end customer experience, including onboarding, product adoption, usage, and implementation of best practices and growth

Train, develop, and mentor a team of 7 Customer Success Managers

Leading our recruiting strategy to attract and hire high-quality candidates

Coach the team to deliver value for our customers by enabling them to use Windfall’s solution to meet their business objectives

Coach the team to develop and execute a comprehensive Account Growth Strategy (e.g., land-and-expand strategies, value mapping) to significantly increase usage, adoption, and ultimately, lifetime value and revenue

Coach the team to identify new opportunities within nonprofit accounts, including potential for increased fundraising and enhanced analytics

Lead Executive Business Reviews (EBRs) with client C-level/SVP sponsors, focused on quantifiable Return on Investment (ROI), realized business value, and alignment on future strategic objectives

Coach the team to proactively manage relationships within customers’ teams, including multi-threading across departments and levels, and adapting to customer team hires and departures

Serve as a trusted advisor and industry expert, translating Windfall's data intelligence into high-impact business outcomes for the client

Develop internal playbooks and customer-facing content, including best practices guides and thought leadership pieces

Develop and implement efficient processes to enhance customer engagement and satisfaction

Lead strategic initiatives and influence the Customer Success roadmap by synthesizing the needs of our nonprofit customers and translating them into actionable organizational improvements

Partner with other Windfall departments on internal enablement, webinars, and internal or customer-facing documentation

Lead efforts to validate and enhance the effectiveness of Windfall's offerings through product feature requests, feedback, and discussions

Requirements:

At least 8 years of experience in analytical, customer-facing roles (e.g., customer success, consulting, solution consulting, implementations, growth strategy), with a minimum of 3 years leading Customer Success teams

Experience developing success plans and orchestrating cross-functional dynamics to drive positive outcomes with customers

Exceptional forecasting acumen and operational rigor, with proven experience identifying risk and growth signals to maintain forecast accuracy and drive commercial discussions

Demonstrated success with navigating large organizations, driving adoption and expansion, and cultivating executive relationships/sponsorship

Deep understanding of how data intelligence impacts go-to-market strategies, specifically in areas like digital marketing and performance measurement

Established track record of building relationships and presenting to Directors, VPs, and C-level executives

Passion for learning

Experience with CRMs (e.g. Salesforce or Bloomerang)

Strong presentation design and delivery skills

Highly organized with good attention to detail

Excellent verbal & written communication skills