Customer Success Lead - Civic Champions - Remote | WFH

Are you passionate about helping others succeed? Do you thrive in a customer-focused role where you can build relationships and make a meaningful impact? If so, we're looking for a Customer Success Lead to join our team and play a key role in ensuring the success and satisfaction of our nonprofit customers.

About the Role

As a Customer Success Lead, you will take the lead in building and executing customer success strategies that enhance retention, engagement, and overall satisfaction. You'll work closely with customers to understand their needs, provide exceptional support, and help them achieve their goals. Your insights will also contribute to improving our products and services, ensuring an outstanding customer experience.

What You'll Do

Lead Customer Success Efforts - Own the vision for customer success and drive initiatives that foster long-term customer relationships.

Build Strong Relationships - Engage with key customers to understand their needs, challenges, and objectives, ensuring they get the most value from our solutions.

Develop Success Strategies - Create and implement customer success strategies that align with business goals, including onboarding programs, training materials, and best practices.

Onboarding & Training - Guide new customers through the onboarding process, ensuring they feel confident using our platform from day one.

Monitor Customer Health - Proactively track customer engagement, identify potential issues, and implement solutions to increase retention and prevent churn.

Gather & Analyze Feedback - Collect customer insights to help improve products, services, and the overall user experience.

Support & Advocacy - Respond to customer inquiries, collaborate with product and engineering teams to resolve issues, and encourage happy customers to share their success stories.

Drive Growth Opportunities - Identify opportunities for upselling and cross-selling additional products or services that align with customer needs.

Work Cross-Functionally - Partner with Marketing, Product, and Sales teams to communicate customer insights and influence future improvements.

What You Bring

1+ year(s) of experience in volunteer coordination or nonprofit leadership (preferred)

Exceptional attention to detail, organization, and follow-through

Strong communication skills, both written and verbal

Ability to build and maintain meaningful relationships with customers and internal teams

A proactive, problem-solving mindset with a passion for exceeding customer expectations

Comfort working in a startup environment and taking initiative

Ability to analyze customer data and use insights to drive decisions

Experience in customer service or account management (preferred)

Familiarity with nonprofit organizations (preferred)

Ability to work independently in a remote setting with minimal travel required

Some evening and weekend availability may be needed based on customer needs

Why Join Us?

This is an exciting opportunity to be part of a mission-driven team dedicated to making a difference. If you enjoy working in a collaborative environment where your contributions directly impact the success of our customers, we'd love to hear from you!
Employment Type: Full-Time
Salary: $ 95,000.00 Per Year