Customer Success Manager

Role Overview

As a Customer Success Manager at Feathr, you will be the bridge between Feathr and nonprofit customers—ensuring satisfaction while driving retention, renewals, and long-term value realization. You’ll act as a subject-matter expert and strategic guide to help customers maximize outcomes with the Feathr app.

Key Responsibilities

• Manage a portfolio of strategic accounts.
• Become a Feathr Product expert and strategic adviser.
• Lead Joint Success Plans to align customer goals with Feathr solutions.
• Drive cross-stakeholder engagement (“multi-threading”) to build relationships and mitigate risk.
• Support customers in building the capability to independently plan and manage campaigns aligned to their goals.
• Track account progress and provide updates in Salesforce and Phanhat (Planhat).
• Own the end-to-end renewal process: contract management, pricing, and expansion.
• Create and lead Business Reviews (e.g., Quarterly Business Reviews) to communicate value, surface risk, and identify growth opportunities.

Requirements

• 3+ years in Customer Success or B2B SaaS account management focused on retention, renewals, and value outcomes.
• 2+ years developing, managing, or planning digital marketing campaigns.
• Nonprofit or association industry experience is strongly preferred.

Nice-to-Haves / Qualities

• Agile & organized with the ability to manage escalations, retention risk, and shifting priorities.
• Strategic vision focused on account health and long-term value.
• Strong customer educator mindset to drive adoption and self-sufficiency.
• Executive presence and commercial acumen for renewal/contract discussions with senior stakeholders.
• Proactive, clear communication; ability to translate complex technical concepts.
• Marketing best-practices expertise applied to customer campaign strategies and workflows.

Location & Work Model

• Fully Remote
• Posted location includes Utah, United States.