Customer Success Manager
About Us
Momentum helps nonprofits fundraise more effectively by building software to deliver actionable insights and tailored recommendations for donor engagement by integrating data from multiple CRMs, leveraging generative AI, and using insights from behavioral science. Join us and help nonprofits do more good.We are a small but impactful team dedicated to improving the world. Our founders have pledged 25% to Founders Pledge, and several of our team members have pledged to give 10% of their income to charity.
We value transparency, truth-seeking, and relentless resourcefulness, and we believe that the more inclusive we are, the better our culture and product will be for everyone.
Role Description: Customer Success Manager
As a Customer Success Manager at Momentum, you will play a critical role in helping nonprofits raise more money through our state-of-the-art platform. Our Customer Success team is looking for an experienced Customer Success Manager to drive enterprise-level customer success through technical implementation, relationship management, and fundraising optimization. You'll be an advocate for our customers at every stage of the journey, from onboarding to driving new engagement, gathering product feedback, ensuring renewals and tackling upsells.
Core Responsibilities
Customer Success & Relationship Management
Develop trusted advisor relationships with key stakeholders
Deliver high-value training and product education
Provide strategic fundraising guidance and platform optimization recommendations
Execute against activation, retention, and product adoption goals
Identify and cultivate opportunities for customer advocacy and testimonials
Identify upsell and cross-sell opportunities
Technical Implementation
Interface with customers and lead project management during onboarding and implementation
Lead complex technical onboarding and CRM implementation projects for enterprise organizations
Manage data mapping, integrations, and technical configurations
Create and maintain technical documentation for customer self-service
Monitor and resolve customer support requests, identifying patterns for product enhancement
Onboarding
Track, manage, and execute onboarding and training of new customers
Interface closely with Product and Engineering teams to ensure bugs are triaged and resolved promptly, while maintaining clear customer-facing communication and expectation management
Work directly with customers to successfully onboard all eligible users as efficiently as possible
Drive adoption of core (and new) features among new and existing onboarded users
Required Qualifications
Experience & Expertise
3+ years in SaaS customer success roles
Proven track record of managing complex technical implementations
Demonstrated success in meeting/exceeding customer success KPIs
Technical Skills
Strong proficiency with CRM systems (especially nonprofit-focused platforms like Blackbaud Raiser's Edge NXT, Blackbaud CRM and Salesforce)
Experience with data management, integrations, and system implementations
Advanced skills in data analysis and spreadsheet management
Professional Attributes
Outstanding relationship-building and communication skills
Strong project management capabilities with attention to detail
Customer-obsessed mindset with high emotional intelligence
Systems-thinking approach to problem-solving
Ability to manage multiple projects and priorities effectively
This role will begin in January 2025 and offers the opportunity to make a significant impact on our growing organization while supporting the success of nonprofit organizations.
Salary Info
Our starting salary for this role ranges from $70,000-80,000 depending on experience. The salary range does not reflect total compensation, which includes base salary, benefits, and equity.
Benefits
Medical, dental, and vision insurance: 99% coverage for you and 10% coverage for all your dependents
Health FSA: We match employee contributions up to $600/year
401(k) plan: We offer access to a retirement planning account for all employees.
Life Insurance ($50K)
Flexible Paid Time Off: We encourage all employees to take a minimum of 15 days per year + 11 additional company holidays.
Parental Leave: We offer eight weeks paid parental leave for birthing parents and six weeks paid parental leave for non-birthing parents.
Up to $2750 for a new computer + generous budget for workstation setup.
Compensation:USD 70000-80000
