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Senior Manager, Client Success

JustFund

JustFund

Customer Service
Remote
Posted on Friday, June 7, 2024

About JustFund

JustFund — the only nonprofit grantmaking platform created by funders and organizers of color — is resetting philanthropy with a new model rooted in trust and equity. Our innovative technology, including the nation’s first-ever common grant application platform, streamlines the grantmaking process for applicants and funders making it easy to seek and distribute funding. Founded in 2017, JustFund’s community includes grantmakers committed to building a more equitable world, including The Emergent Fund, Decolonizing Wealth, Way to Rise, and Omidyar Network. We are a collaborative and hard-working team dedicated to moving more money to social justice movements. As we step into this next phase, we're launching new products and features and are poised to make an even bigger impact. Learn more.

The Opportunity

JustFund is seeking a mission-driven and values-aligned Senior Manager, Client Success to join our growing team.

In service of our mission to reset philanthropy, JustFund provides comprehensive grants management services and solutions to values-aligned funders. The Senior Manager, Client Success will be responsible for building, managing and scaling a best-in-class customer experience team and managing a portfolio of client relationships. The Senior Manager, Client Success will lead a team of Client Success Managers, and be a thought partner to the Director of Customer Experience leveraging metrics, KPI’s and technology to develop and implement a scalable CS strategy that can manage the needs of JustFund clients.

The ideal candidate will be a talented relationship builder capable of driving client satisfaction and upsell and cross-sell opportunities in a SaaS environment, a skilled project and people manager and have experience or interest in justice and racial equity work.

The Senior Manager, Client Success will report to the Director of Customer Experience. The Senior Manager, Client Success role is remote and will be based within the United States and will regularly interface with US-based team members across multiple time zones.

Key Responsibilities

  • Management of Client Success Team
    • Direct the day-to-day operations of the Client Success team; coach and develop team members in understanding customer needs and delivering solutions.
    • Improve and build processes and workflows for onboarding, training and driving client engagement and product adoption; train team on best practices.
    • Develop renewal process and evaluate other internal needs to promote scalability and sustained growth, with all people, processes, and strategies optimized in a client-first manner.
    • In partnership with Director of Customer Experience, determine metrics, health scores, and KPIs to drive successful client management and team performance.
    • Strategically manage and grow the portfolio of accounts, driving upsell and cross-sell opportunities with current customers.
  • Manage Client Relationships: Provide high-quality, high-touch service to a small portfolio of Premium and Enterprise clients
    • Cultivate strong relationships with JustFund’s highest service level clients (Premium and Enterprise), listening to their needs, providing best in class service and strategic guidance, and ensuring their overall success.
    • Support the creation and implementation of a service delivery success plan for Premium clients.
    • Manage a seamless and exceptional onboarding experience and customer support journey for clients by using HubSpot and Monday.com to track client engagement and build workflows.
    • Provide support to clients by educating them on how best to use and leverage the platform, take advantage of new services, and engage with the JustFund community, while troubleshooting issues in a responsive manner.
    • Update client records in HubSpot ensuring necessary follow up, email templates, and client communications are managed in a timely manner.
    • Draft comprehensive grant summaries, dockets, and analytic reports when needed.
  • Drive Client Success: Achieve high customer satisfaction through cross-functional collaboration
    • Identify user needs and take proactive steps to ensure positive customer satisfaction.
    • Collaborate with the Marketing team to develop campaigns and initiatives aimed at increasing customer engagement and product adoption.
    • Track, document, and analyze user behavior and feedback, including positive recognition and suggestions for improvement.
    • Work with the Product team to track technical issues, propose development feature updates, and implement improved protocols to enhance user experience.
    • Stay abreast of industry trends and technology and explore opportunities to implement findings within JustFund’s current processes.
    • Other job-related duties as assigned.

Qualifications

  • 4-6+ years of progressive experience in a customer support, sales, relationship development and/or account management or similar support role (SaaS company preferred).
  • Outstanding communication, customer service and relationship building skills.
  • Demonstrated experience training and managing a high-performing team.
  • Deep commitment to JustFund’s mission and values and excitement about working in a fast-paced, startup environment.
  • Outstanding project management and organizational skills, proven ability to juggle multiple projects simultaneously with exceptional attention to detail.
  • Demonstrated experience working with GoogleSuite, Microsoft Excel, HubSpot, and project management tools and applications such as Monday.com, Zoom, and Slack, etc.
  • Ability to travel a few times times per year for staff retreats.
  • Knowledge of the social good community, which includes nonprofits, foundations, corporations, and individual donors a plus.
  • Experience working in philanthropy or in grants management software is a plus.
  • Working proficiency in Spanish is a plus.

Total Compensation (Salary and Benefits)

The Senior Manager, Client Success role is a full-time position, and we offer a competitive and holistic total compensation package that includes salary and benefits. The annual salary range for this position is $85,000 to $100,000 and will be commensurate to experience. All full-time staff are eligible for our benefits package designed to promote wellness and work/life balance including:

  • Fully remote work environment
  • Medical, vision, and dental insurance
  • 401(k) plan with employer contribution
  • Paid time off (including 15 days of vacation for first year employees, 13 holidays, 15 days of sick time, 3 personal days)
  • Access to additional health services such as One Medical, Teladoc, TalkSpace and KindBody
  • Two weeks of annual company-wide office closures for mental health and restoration
  • Wellness stipend
  • Home office equipment allowance
  • Cell phone and internet stipend
  • Professional development stipend and access to professional development opportunities
  • Company retreats to connect with colleagues

How to Apply

Applicants should apply by submitting their resume and cover letter.

JustFund is committed to having a values-driven, transparent, healthy, and collaborative culture. If the JustFund team can make the application process more accessible through accommodation in the recruitment process, please let us know by emailing join@justfund.us. We encourage individuals to submit their application for consideration even if they believe they do not have all of the preferred qualifications. We review applications on a rolling basis and look forward to hearing from you.

JustFund is an equal opportunity employer that is committed to diversity, inclusion, and racial equity. Read more about our equal opportunity statement here.

JustFund participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here.