Customer Success Manager, East Coast

Resilia is looking to hire a Customer Success Manager - with clients, we call this role a Philanthropic Partnerships Manager - to make Resilia indispensable to philanthropic partners involved in our Funder Program. Philanthropic Partnership 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 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.
• 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.

Requirements

• You have at least three years experience as a Customer Success Manager or Account Manager for a SaaS platform
• 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
• You have a track record of meeting or exceeding activity targets KPIs and renewal/expansion quotas in a SaaS environment
• You have experience in the tech for good sector interacting with nonprofits, foundations, corporate social responsibility teams, philanthropies, and/or other grantmaking institutions
• You can lead a skillful platform demonstration/training for current clients
• You can run an Executive Business Review with client leadership (e.g., Executive Director) to articulate value
• You can describe a playbook that successfully drives retention and expansion efforts
• You can learn how to demonstrate how users can use Resilia's products and services to advance their organization's mission and achieve desired outcomes
• You can build loyal brand advocates who provide references, referrals, and go to bat as champions to support product renewals
• You can convert empathy for the client's experience into internal advocacy in an appropriate manner (e.g., submitting product enhancement tickets)
• You have strong written communication skills and can write a clear, concise, and grammatically correct email
• You can provide a reference from a previous client relationship that attests to the delivery of a delightful customer experience
• You are interested in a remote role that may require occasional travel for team retreats and you are willing and able to commit to working Eastern hours

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, and productivity tools. 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

Resilia is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. If you need assistance or a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, please email us at [email protected].

Resilia is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics.