Customer Success Manager

• Strategically manage and nurture enterprise accounts to drive account growth and increase service utilization
• Develop tailored account plans aligned with client goals, ROI metrics, and Visit.org capabilities
• Support or lead client off-site meetings to deepen needs understanding, co-create value, and strengthen strategic relationships
• Lead and project-manage key client initiatives and strategic programs
• Coordinate cross-functional teams, timelines, and deliverables for high-quality business and social-impact outcomes
• Support the Sales team with client renewals and negotiations
• Maintain high retention and minimize churn within enterprise accounts
• Advise executive stakeholders on social impact and partnership strategy
• Build relationships with decision makers, economic buyers, influencers, and champions
• Serve as a product and program expert, connecting Visit.org capabilities to client objectives
• Own account reporting, including impact and utilization reporting, executive business reviews, and end-of-program recaps
• Pull and analyze account data and communicate progress against client goals and partnership risks
• Identify and resolve enterprise account issues to ensure client satisfaction and service delivery
• Inform Supply, Content, Product, Marketing, and Sales about enterprise client needs and opportunities
• Advocate for product changes required by enterprise clients
• Lead cross-functional improvement projects, best-practice development, and scalable operating procedures

• 4+ years of experience in Customer Success, Account Management, Sales, Partnerships, or another client-facing, quota-responsible role
• Experience working in a fast-paced startup environment, particularly enterprise SaaS
• Fluency in demonstrating value through customer stories, data, and unique insights
• Strong organizational skills and ability to create structure in ambiguous situations
• Detail-oriented while maintaining the ability to drive toward overarching goals
• Ability to learn quickly and grasp different processes and/or systems
• Excellent written, verbal, and presentation communication and interpersonal skills
• Ability to foster relationships and communicate effectively across departments
• Competence using HubSpot, Gong, Slack, Monday.com, and other sales management and internal communication tools
• Genuine desire to satisfy client needs
• Passion for the mission and desire to make an impact through technology
• Comfortable pulling, analyzing, and visualizing account data
• Ability to build a utilization view or EBR narrative independently
• Experience working across internal teams without direct authority
• Track record of driving improvement projects beyond own accounts
• Experience managing relationships with multiple stakeholders inside an account

• Unlimited PTO
• Holiday off
• Birthday off
• Unlimited Social Impact Time Off (SITO)
• Company-wide annual paid holiday break between Christmas and New Year’s Eve
• Competitive salary
• Mission-aligned company events/volunteering
• Inclusive, exciting start-up culture
• Accelerated career & personal growth
• Culture Club and more