Customer Success Manager

Role: Customer Success Manager

As a Customer Success Manager at Feathr, you’ll be the bridge between the company and its nonprofit customers—ensuring satisfaction while driving retention, renewal, and measurable value outcomes.

Responsibilities

• Manage a portfolio of strategic accounts and act as a subject-matter expert for Feathr
• Become a product expert and provide strategic guidance to help customers use the Feathr app effectively
• Create and execute Joint Success Plans aligned to customer goals and Feathr solutions
• Drive adoption of features and best practices to maximize customer value and outcomes
• Lead end-to-end renewal management, including contract handling, pricing, and expansion efforts
• Conduct Business Reviews (e.g., Quarterly Business Reviews) to highlight value, uncover risk, and identify growth opportunities
• Manage multi-threaded stakeholder relationships to mitigate risk and support long-term success
• Track account progress and status updates in Salesforce and Planhat
• Support customers in building skills to independently plan and manage campaign efforts

Requirements

• 3+ years in Customer Success or B2B SaaS account management focused on retention, renewal, and value outcomes
• 2+ years developing, managing, or planning digital marketing campaigns
• Strong preference for nonprofit or association industry experience

Qualities / Skills

• Agile & organized: handle shifting priorities, escalations, and retention risk
• Strategic vision: focus on account health, value realization, and long-term strategy
• Customer educator: drive adoption and self-sufficiency
• Executive presence & commercial acumen: lead renewal and high-stakes conversations with senior stakeholders
• Proactive communication: anticipate roadblocks and translate technical concepts for varied audiences
• Marketing subject matter expertise: apply best practices to customer campaign strategies and workflows

Compensation & Benefits

• $75,000 base annually; $105,000 OTE
• Fully remote with health/dental/vision and paid time off (vacation/sick/holidays)