Customer Success Account Manager

Customer Success Account Manager

MEET WIZEHIVE:

WizeHive is a rapidly growing, private equity backed SaaS company that is powering some of the world’s most important missions.  In fact, we’re one of Philly’s fastest growing private companies serving the philanthropic efforts of over 800 organizations ranging from the Coca Cola Scholars Program to the CDCs research fellowships to The American Red Cross grants.   At our core, we are passionate about innovation, collaboration, and the belief that purpose-driven organizations should be empowered and not hindered by great technology that helps them better connect, analyze, and improve.

WizeHive provides cloud-based solutions – that power the full lifecycle management of grants, scholarships, and fellowships, as well as employee giving and workplace volunteer programs. We offer all employees an ambitious but fun-loving and open culture, a flexible work environment, competitive benefits and stock options.

 

SUMMARY OF THE ROLE:

We are looking for a Client Success Manager (CSM) on our Client Success Team.  You typically have 5-7+ years experience in Client Success of Saas-based client solutions and will be responsible for approximately 100 clients in our large markets.  Your day-to-day activities are generally defined by our Client Success Processes oriented around our typical client journey and in support of retaining and renewing your accounts; along with expanding usage and subscriptions of your account deck.  Additionally you will advocate for your clients in the case of escalations and contribute to your clients NPS/CSAT scores.

 

SPECIFICS OF THE ROLE:

Client Success Account Management

  • Cultivate, maintain and enhance partnership and collaboration at the outset of of the client relationship and throughout the client journey with key stakeholders
  • Proactively manage relationships with current clients to achieve their stated program goals
  • Drive communications and strategies with client companies around awareness and adoption initiatives, sharing best practices and innovative ideas
  • Cultivate success metrics and the roadmap of adoption strategies to achieve it; influence executive buy-in and support
  • Engage in client escalations acting as a client advocate
  • Updating and maintaining Client activities and records in Hubspot in support of key performance metrics
  • Providing regular performance readouts to clients, and internal teams
  • Own assigned deliverables that support the customer throughout their lifecycle stages, from early launches to growing programs
  • Manage all aspects of contract renewal, billing/invoice management, and changes in service/platform features

Sponsor Launch and Onboarding Process with New Clients

  • Work with internal and client stakeholders to ensure partnership meets all requirements for a successful onboarding and launch, including programs, implementation and communications
  • Serve on the project team monitoring timelines, integrations, configurations and escalating appropriately as an advocate for the client
  • Cultivate partnership and collaboration at the outset of the client relationship

Drive Adoption and Develop Engagement Strategies

  • Participate in and promote Client Success related marketing programs
  • Identify and sign opportunities for new program or new features based on client need and goals
  • Tailor recommendations for program engagement strategies and feature adoption based on client need and goals
  • Develop and deliver new strategies and programs that drive adoption and more subscriptions
  • Contribute to creative engagement initiatives such as organizing campaigns, grant programs and event planning
  • Own assigned deliverables that support the customer throughout their lifecycle stages, from early launches to growing programs

WHAT YOU WILL NEED:

  • 5-7+ years of account management experience
  • Ability to manage tasks to productively achieve outcomes with 75+ clients
  • Experience with productivity tools including slides, sheets, email, chat
  • Ability to communicate effectively internally and with clients using phone, chat, email and constructing slides and sheets in support of these communications
  • Developing meaningful relationships with key client stakeholders in support of your role and client/business success
  • Experience following playbooks, and also providing productive feedback on improvements
  • Experience with coordinating cross-functional teams around a stated outcome and driving to completion
  • Ability to move between strategic and tactical responsibilities with calm and ease
  • Proactive and self-motivated, excited to take on ownership of projects
  • Resourceful problem solver and eager to learn
  • Solution-oriented critical thinker
  • Infectious energy and enthusiasm
  • Creative thinker, highly organized and thrives with regularly shifting and competing priorities
  • Detail-oriented and brings a process mindset
  • Committed to delivering a best-in-class experience to all clients
  • Experience with Client Success applications such as salesforce.com, hubspot.com or others

 

PREFERRED BUT NOT REQUIRED:

  • Experience with non-profit and/or for-profit charitable organizations
  • Experience with grant processes and/or employee giving and/or corporate social responsibility programs and applications supporting these programs

 

KEY PERFORMANCE METRICS FOR THE GROUP:

  • Client Success Process milestone completion and timing
  • Cancellations, renewals
  • Revenue Expansion (achieving increasing usage (giving/programs), closing deals for additional module subscriptions
  • CSAT/NPS

LOCATION:

Continental United States in support of United States clients. WizeHive does not provide visa sponsorship at this time.

HOW WE WILL TAKE CARE OF YOU:

  • Competitive base salary
  • Medical, Dental, Vision insurance
  • Flexible PTO
  • Paid Holidays
  • Stock options
  • Company provided short- and long-term disability
  • Company provided life insurance
  • FMLA and paid parental leave
  • 401k with company match
  • Remote work & flex hours

Equal Opportunity Employer

Wizehive is an Equal Opportunity Employer that believes our team should reflect the diversity of the clients and communities we are serving.  We are dedicated to building an inclusive and equitable workplace where everyone feels welcome and comfortable.  We actively seek out diversity and will not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.