[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Kindsight builds technology that helps fundraisers make a difference. The Customer Success Manager is responsible for ensuring customer satisfaction, retention, and growth by building strong relationships and delivering an outstanding experience while maximizing the value customers derive from Kindsight's products.ResponsibilitiesBuild and maintain strong relationships with customers, serving as their trusted advisor and advocate within the companyDrive customer retention and growth among our customers by understanding their needs and objectives and helping them achieve their desired outcomes and success in their missionProactively monitor customer usage and satisfaction, analyzing data and feedback to identify trends and insights to enable successful adoption of our productsMaintain a regular cadence of communicating with customers to provide expert coaching to enable them to maximize the value they derive from our productsIdentify opportunities to upsell or cross-sell additional products or services to customers, driving revenue growthIdentify at-risk customers and develop strategies to mitigate churn, including proactive outreach and interventionCreate positive experiences for customers that drive a positive Net Promoter Score (NPS)Identify opportunities for customers to act as Kindsight advocates to provide testimonials, case studies and referencesMarshall resources across the iWave teams as needed to support customers’ needsRepresent the voice of the customer to better inform our sales process and product roadmapSome travel to conferences and customer sites may be requiredSkillsBachelor's degree in business administration, marketing, communications, or a related field (or equivalent experience)3+ years in Customer Success, Relationship Management, Partner or Account Management in a SaaS environmentExcellent communication and interpersonal skills, with the ability to build rapport and trust with customers at all levelsStrong problem-solving abilities, with a proactive and resourceful approach to addressing customer needs and challengesAnalytical mindset, comfortable working with data to derive insights and make data-driven decisionsCuriosity, willingness to learn and ask questions of the customerDetail-oriented and organized, with the ability to manage multiple customers and projects simultaneouslyProven success in driving customer retention and expansionFamiliarity with Salesforce, Gainsight, MS Office and Google SuitePassion for delivering exceptional customer experiences and driving long-term customer successExperience working with and a passion for non-profit organizationsEmpathetic, positive attitude with a desire to help our customers reach their goalsResults-driven mentality, with a bias for speed and actionCompany OverviewKindsight is a fundraising intelligence platform that offers data-driven fundraising solutions to nonprofit organizations. It was founded in 2011, and is headquartered in Charlottetown, Prince Edward Island, CAN, with a workforce of 201-500 employees. Its website is https://kindsight.io.