Customer Success Manager

Visit.org is seeking a skilled and driven Customer Success Manager to join our dynamic remote team. This Customer Success Manager is crucial for maintaining and expanding our relationships with our largest and most strategic corporate partners. As the primary point of contact and advocate, the CSM will be responsible for ensuring the full utilization of our services, maximizing participant engagement, overseeing quality assurance at the contract level, providing expert social impact advisory, and taking an active role in collaboration with Sales in the renewal process for enterprise portfolios. The ideal candidate will bring a strategic vision, a deep passion for our mission, and the agility required to thrive in a fast-paced, start-up tech environment.

What Motivates Us

There is room for everyone! We empower each other to innovate and create processes that use technology to generate meaningful, lasting change. We enjoy the challenge of finding solutions to problems that are not a way around it but through it.  We’re driven by the opportunity to help enterprises and their employees around the world to contribute to their communities. 

When You Join the Team

• You’ll join a movement from the ground floor and a team of purpose-driven people with a strong sense of responsibility, ownership, and pride that we’re building this thing together. 
• You’ll combine passion, purpose, and a paycheck—Visit.org team members get out of bed every day knowing their work is meaningful and has a tangible impact on individuals and communities around the world.

About Visit.org:

Visit.org is a women-led Certified B Corporation that designs and delivers full-scale volunteering programs for global companies, with volunteering experiences built with vetted nonprofit partners and rooted in real community needs in 100+ countries and 40+ languages. Trusted by teams at companies like Amazon, Colgate, Paramount, and Cisco, Visit.org acts as an extension of lean CSR teams to run global volunteering that employees love and nonprofits trust.

Responsibilities: 

1. Strategically manage and nurture enterprise accounts to drive account growth and increase service utilization. Develop tailored account plans that ensure client goals and ROI metrics are achieved, aligning with Visit.org’s capabilities. This includes supporting and/or leading the planning and execution of off-site meetings with clients to deepen understanding of their needs, co-create enhanced value, and strengthen strategic relationships.
2. Lead and project-manage key client initiatives and strategic programs, coordinating cross-functional teams, timelines, and deliverables to ensure successful execution, high-quality outcomes, and measurable business and social-impact results.
3. Actively support the Sales team with client renewals and negotiations, ensuring high retention rates and minimizing churn within enterprise accounts.
4. Become a trusted advisor to executive stakeholders on social impact and partnership strategy, earning influence at the VP and C-level. Multi-thread each account by identifying and engaging stakeholders beyond your primary contact, and keep a current relationship map covering decision makers, economic buyers, influencers, and champion risk.
5. Be a product and program expert so you can consult, not just present. Advise clients on how to structure programs that hit their engagement and impact goals, and connect specific Visit.org capabilities to specific client objectives.
6. Own the reporting rhythm for each account, including impact and utilization reporting, executive business reviews, and end-of-program recaps. Pull and analyze your own account data, then translate it into a clear story about progress against the client's stated goals, including where the partnership is at risk.
7. Proactively identify and resolve issues that arise within enterprise accounts, ensuring a high level of client satisfaction and service delivery.
8. Serve as the internal expert on your accounts, informing Supply, Content, Product, Marketing, and Sales on enterprise client needs, trends, and opportunities, and advocating for the product changes those clients need.
9. Spearhead cross-functional improvement projects that raise program quality and partnership experience, acting as the connector between teams and building the best practices and operating procedures that let a lean CS team scale.

Requirements

• 4+ years of experience in Customer Success, Account Management, Sales, Partnerships, or another client-facing, quota-responsible role
• Experience working in a fast-paced startup environment, particularly enterprise SaaS
• Fluency in demonstrating value through customer stories, data, and unique insights
• Strong organizational skills and the ability to create structure in ambiguous situations
• Detail-oriented while maintaining the ability to drive towards overarching goals
• Ability to learn quickly and grasp different processes and/or systems
• Excellent written, verbal, and presentation communication and interpersonal skills
• A team player who can foster relationships and communicate effectively across departments
• Competence using sales management and internal communication tools, including Hubspot, Gong, Slack, Monday.com, and others
• A genuine desire to satisfy the needs of our clients
• Passion for our mission and the desire to make an impact in the world through technology
• Comfortable pulling, analyzing, and visualizing your own account data. You can build a utilization view or an EBR narrative without waiting on an analyst
• Experience working across internal teams to get things done without direct authority, and a track record of driving improvement projects beyond your own accounts.
• Experience managing relationships with multiple stakeholders inside an account.

Benefits

How we care

• Unlimited PTO + Holiday + Birthday off! 
• Unlimited Social Impact Time Off (SITO)!
• A company-wide annual paid holiday break between Christmas and New Year’s Eve to rest and recharge
• Competitive salary
• Mission-aligned company events/volunteering
• Inclusive, exciting start-up culture
• Accelerated career & personal growth
• Culture Club and more!