Customer Success Manager - East

Resilia is looking to hire a Customer Success Manager to make Resilia indispensable to philanthropic partners involved in our Funder Program. Customer Success Managers serve as trusted advisors and are responsible for full lifecycle post-sales activities (e.g., onboarding, adoption, renewal, expansion) for enterprise grantmakers seeking to empower their grantees with access to Resilia’s nonprofit platform. The role will report directly to Todd C. Pittman, Director of Community Impact.
What To Expect

• First Week: You will receive a 30-60-90 day onboarding plan, get set up with all the technologies that support your work in a remote environment, and start to meet other Resilians.
• First Year: You will consistently meet or exceed team-wide customer adoption and engagement goals by establishing yourself as a trusted advisor that helps Funders achieve their goals for their Resilia subscription. You will play a critical role in helping Resilia make history in the tech for good sector by powering the people changing the world.
• First Month: You will complete product training on the Nonprofit and Funder platforms, learn the basics of our customer success playbook, and shadow customer meetings with your future accounts. You will begin to gain and demonstrate expertise on the nonprofit sector and principles of trust-based philanthropy, focusing on BIPOC-led and serving organizations. You will be assigned your first set of Enterprise Accounts.
• First Six Months: You will take full ownership of a portfolio of 10-15 philanthropic accounts. You will deliver value to each account by driving product adoption (e.g., helping users see how they can take advantage of product features to achieve their community impact goals), building relationships, and partnering with assigned Nonprofit Partnership Managers to identify and drive nonprofit use cases as well as expansion and renewal conversations.

Requirements

• Can convert empathy for the client’s experience into internal advocacy in an appropriate manner (e.g., submitting product enhancement tickets)
• Can demonstrate how users can use Resilia’s products and services to advance their organization's mission and achieve desired outcomes
• Can demonstrate a playbook that successfully drives retention and expansion efforts.
• You have at least two years of experience using a consultative model based on establishing yourself as a trusted advisor in a mid- to high-touch customer success model.
• Can lead a skillful platform demonstration/training for current clients
• Can run an Executive Business Review with client leadership (e.g., Executive Director) to articulate value
• Has strong written communication skills — can write a clear, concise, and grammatically correct email
• You have at least three years experience as a Customer Success Manager or Account Manager for a SaaS platform
• Can provide a reference from a previous client relationship that attests to the delivery of a delightful customer experience
• Experience in the tech for good sector interacting with nonprofits, foundations, corporate social responsibility teams, philanthropies, and/or other grantmaking institutions
• Has a track record of meeting or exceeding activity targets KPIs and renewal/expansion quotas in a SaaS environment.
• Can build loyal brand advocates who provide references, referrals, and go to bat as champions to support product renewals

About Resilia
Resilia is a Series B SaaS startup powering a digital transformation in the nonprofit sector. Our Funder Program helps grantmakers strengthen their grantees through access to our online platform, training academy, one-on-one coaching, and peer learning programs. Our Nonprofit Formation Services and Nonprofit Platform help changemakers with a vision and mission to start and grow their nonprofits. We’re powering the people changing the world.
In 2022, Resilia made history. We closed the largest venture capital raise ever by a solo Black female-founded tech company. Today, we support over 15,000 nonprofit organizations and some of the largest grantmakers in the world. Want to make history with us? Apply today.
Benefits
Accommodations and Equal Opportunity
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