Your Company:

As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence.

Feathr’s software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence.

We’re working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you’re ready to grow and “help the helpers”, all on a 4 day workweek, you’ve come to the right place.

But hey, don’t take our word for it. Hear what current and former Flockers have to say about their experience.

Manager, Customer Success

Compensation:  $90k base + $60k performance-based variable compensation, ~$150k OTE

Health, dental, vision, 4-day work week, Summr and Wintr breaks, paid vacation + Unlimited sick time

Your Company:

Feathr is seeking a dedicated Manager of Customer Success to join our team. In this role, you will help lead our Customer Success Team in our mission to deliver unparalleled digital marketing solutions to nonprofits. We’re not just offering a job; we’re inviting you to be a key leader of a team that’s reshaping the way nonprofits nurture and engage their communities.

As a Manager of Customer Success, you serve as the bridge between Feathr and our customers, by not just ensuring their satisfaction but also by fostering deep connections, understanding clients’ unique needs, and driving their success.

Your leadership will  be instrumental in driving renewals and expansion of valued partnerships with our customers. Your expertise will guide nonprofit organizations in optimizing their use of Feathr’s software, helping them achieve their goals more effectively. With your insightful support and guidnace, personalized approach, and dedication to your team, you’ll contribute to the social impact we make together.

Join us in our mission to be the Marketing Platform for Good, where your passion for people leadership  and customer advocacy will transform nonprofit experiences and amplify their positive influence on the world.

Your Experience:

• 4+ years in B2B SaaS account management, customer success, or equivalent experience
• 2+ years of experience management of SaaS teams responsible for driving revenue outcomes tied to retention and growth
• Track record of high achievement in previous positions
• Demonstrated ability to learn and apply new information, skills, or techniques
• Demonstrated ability to coach, mentor, and train team members

Your Qualities:

• Strategic & Creative: You possess a strategic mindset and can analyze customer data to proactively and methodically challenges, leaning on your creativity over resources when working towards a solution
• Management Skills: You understand that management requires hands-on coaching, motivation, and tough discussions. Your leadership skills inspire your team to excel and provide exceptional service to their customers.
• Team-Building Skills: You excel in fostering a collaborative team culture where every member feels valued, contributing to mutual growth and development. Your ability to build strong, cohesive teams enhances our collective success and customer satisfaction.
• Cross-functional Effectiveness: To help our teams grow, succeed and better deliver for our customers, we all know we can’t do it alone.. You understand the power of collaboration across departments. By working seamlessly with colleagues from diverse backgrounds, you enhance our ability to solve complex customer challenges.
• Self-Starter:  As a proactive self-starter, you seize opportunities, tackle challenges, and drive initiatives without waiting for instructions. Your proactive approach ensures our team remains agile and responsive to customer needs.
• Project Management Skills: Your adept multitasking skills, meticulous prioritization, and organizational prowess set you apart.
• Results-Driven: You thrive in a metrics-oriented environment and are focused on achieving and exceeding Team and Company targets. You utilize data and key performance indicators to track progress and make informed decisions.
• Communication and active listening skills: You listen thoroughly to your audience and respond thoughtfully and compellingly. You’re able to articulate complex ideas and technical concepts clearly and concisely.
• Positive Attitude: You bring a resilient positive attitude to every situation. Acknowledging that challenging days are a part of work life, you maintain sincerity and extend the benefit of the doubt to others. Your optimistic approach inspires the team, fostering a supportive and motivating work environment
• Adaptable & Resilient – You’re comfortable adapting to evolving industry trends, software features, and company goals, adjusting your leadership strategies as needed. You persist in the face of challenges, are able to handle rejections, and learn from setbacks.

Your Work:

• Work alongside the Senior Director of Customer Success to manage the SMB Customer Success team at Feathr
• Manage and provide performance reviews/feedback on a quarterly basis for each CSM
• Manage account distribution of new and renewal customers while managing to CSM capacity and following the post-sale customer journey for all SMB and Mid-Tier customers
• Serve as secondary point of escalation for CSMs and customers after team leads
• Provide reporting & metrics for the quarterly and annual progression to department goals
• Identify, create, execute, and improve training for customer success team including new team members and continuous training for current team members
• Coach and enable individual Customer Success Managers (CSMs) to hit and exceed their gross and net revenue retention goals of 90+% and 100+% respectively while developing their skills as CSMs
• Join customers calls to increase close won rates and expansion of accounts
• Hold individual meetings (pipeline/account health reviews and coaching/call reviews, manager 1:1s, performance reviews, etc) in conjunction with team leads and Senior Director of Customer Success
• Hold SMB team meetings (standups, trainings, etc) in absence of Senior Director of Customer Success
• Assist in the recruiting and interviewing of candidates
• Lead onboarding/training of new hires
• Work with other members of Feathr’s Customer Success leadership to share best practices and improve and streamline the CS department across the board, provide identified insights and trends from current customers
• Work cross departmentally to better align and improve processes for a smoother customer journey

Compensation:

Base salary of $90,000 with bi-annual variable compensation structure based on team success. On target earnings around $150k

In addition, you’ll receive health/dental/vision insurance, and other benefits like a professional development budget, office food, and social events, not to mention being a part of a supportive and motivated sales team.

Location:

This position is Remote to candidates located in Eastern and Central time zones or with the option to work from our headquarters in Gainesville, FL. If you aren’t familiar, Gainesville is a hip, mid-sized city with a highly innovative population and an attainable standard of living.

Interview Process

As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved. Additionally, each interview stage consists of standardized questions and rubrics with a scoring system to ensure a consistent and fair assessment practice of all candidates.

• Information Screen – 30 minute virtual interview with the Talent Acquisition Specialist to better understand your experience, skills, and qualities as it pertains to the role requirements. This is also an opportunity for you to ask questions about the company, culture, and overall working environment.
• Hiring Manager Interview – 30 minute virtual interview with the VP of Customer Successto learn about your skills, experience, and competencies as it relates to the requirements of the role. This is also an opportunity to learn more about the role, performance expectations, and team culture.
• Panel Interview – 60 minute virtual interview. Our Panel Interview is an opportunity for you to meet with multiple team members at once. Each panelist brings a unique perspective and expertise to the conversation.
  This format allows us to comprehensively evaluate your skills, experience, and ccompetencies as it relates to the role requirements. It’s a chance for you to showcase your abilities and learn more about the diverse talents at Feathr.
• Work Exercise – Candidates will be given a number of days to complete a work exercise that dives deeper and explores their leadership philosophy and approach to various people-management scenarios. This shouldn’t take longer than 90 minutes to complete.
• Final Interview – 45 minute virtual interview with the Associate Director of Talent Strategy to answer any lingering questions you have about the role and company, follow up on any topics that need a bit more time, and get to know you beyond your skills and experiences.
  We focus on understanding how well you align with our company challenges, values, and work environment and making sure you clearly understand what the role entails and what your time at Feathr looks like.
• Offer – The Talent Acquisition Team will reach out with the details of the offer to discuss with the candidate. At this time, we will collect and reach out to candidates’ references. This is also the opportunity for candidates to provide any additional information or context if there are concerns surrounding their background check. Feathr believes candidates that have made it to this point in the interview process are truly talented individuals, and so we are open to dialoguing background screens before turning away candidates that have consistently excelled through the interview process.

  After all the details of the informal offer are finalized, the candidate will receive their formal offer.

Accommodations

If you require accommodations or assistance during the application or interview process due to a disability, please submit a request via this Candidate Reasonable Accommodation Request Form.

Benefits & Perks

We love our Flock and the work they do! But let’s be honest, life isn’t just about work. So we created a perks and benefits package that aims to help our team grow by including their wellness, families, passions, and personal time.

• 4 day workweek
• Full vision and dental, 99% health insurance
• Flexible Work Schedule
• Unlimited sick time for when you need to take care of your physical or mental health
• Vacation Time
• Extended Summr + Wintr Breaks
• Parental Leave
• Wellness Reimbursement Credit
• Home Office Stipend
• Professional Development Budget
• Team hangouts and events

You can read more about Feathr’s decision to move to a 4-day workweek here. 

Culture:

Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have.

• Practicality: Am I incrementally improving something or delaying perfection?
• Ambition: Am I staying in my comfort zone as opposed to learning and communicating what is necessary to solve
•  the real challenges?
• Clarity: Is my audience understanding what I’m communicating?
• Trust: Am I being sincere and trusting others to do the same?
• Service: Am I expecting more from myself than from others?

This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges, the most important quality is a commitment to work through those challenges with self-awareness and honesty.

Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. So, however you identify and whatever background you bring with you, if you think you’d drive value in this position, please apply.

Tagged as: account management, B2B, leadership, project management, saas