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Customer Success Manager - Nonprofit Team
Windfall
Customer Service, Sales & Business Development
San Francisco, CA, USA
Posted on Jul 18, 2024
As a Customer Success Manager on the Nonprofit team, you will own a set of accounts and partner with your customers to ensure they are receiving maximum value from their engagement with Windfall. This includes interacting with customers at every stage from onboarding to renewal, providing proactive account management and consultative support, as well as engaging in data research and analysis and thought leadership. Additionally, this role will help support Windfall’s continued growth by helping to implement customer success systems and processes as the company scales.
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:
- Own end-to-end customer experience including onboarding, product adoption and usage, implementation of best practices, renewal and growth
- Proactively manage a book of diverse nonprofit customer accounts, driving towards key renewal outcomes and metrics, multi-threading and product utilization goals
- Leverage nonprofit fundraising industry and Windfall Product and customer resource expertise to ensure customers successfully implement Windfall into their workflows and realize maximum value from their subscriptions
- Serve as the customers’ conduit into all of Windfall, following internal processes for communicating and escalating technical and other customer issues across teams to ensure timely resolution and continued delivery of high-quality product to the customer via stellar experience
- Perform focused research on US households to help validate our model and dataset and collaborate closely with Windfall’s Product team on potential enhancements and deliver customer feedback
- Become a product expert in Windfall’s core Nonprofit offerings, utilizing your knowledge to become a trusted customer advisor
- Take ownership of departmental projects and initiatives that align with your experience and expertise (eg. contribute to the customer newsletter, enhance our internal reporting dashboards, oversee the creation of additional customer support materials)
Requirements:
- Bachelor's degree
- 3-7 years of experience in analytical, customer-facing roles (e.g., customer success, nonprofit development research, consulting, project management, etc.)
- Moderate Excel experience (formulas, filtering, vlookups)
- Significant experience delivering presentations, leading customer calls, and fielding customer questions
Preferred Qualifications:
- Startup experience, especially in a B2B SaaS or data company
- Understanding of consumer financial data, signals of wealth, or nonprofit fundraising
- Advanced skills in PowerPoint or other presentation software (high design)
- Familiarity with CRMs (Salesforce, etc.) and other relational databases
- Basic knowledge of nonprofit fundraising/development
Additional Information:
The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across California and Colorado. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. We also offer a comprehensive benefits package, which you can explore on our careers site.
California: Base salary range is $90k - $120k
Colorado: Base salary range is $80k - $110K
About Windfall
Windfall is a people intelligence and AI company that gives go-to-market teams actionable insights. By democratizing access to people data, organizations can intelligently prioritize go-to-market resources to drive greater business outcomes. Powered by best-in-class machine learning and propensity modeling, Windfall activates insights into workflows that engage the right people for each respective organization. More than 850 data-driven organizations use Windfall to power their business.
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