Director, Client Success

🔥 16 hours ago

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Momentive Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

🤝 Non-profit

B2B • Non-profit • Software

Momentive Software is a provider of a comprehensive suite of software solutions tailored for nonprofits and associations. The company aims to streamline operations, enhance member and donor engagement, and drive impactful results for mission-driven organizations. Their offerings include tools for association management, fundraising, event management, learning management, and data analytics, allowing organizations to efficiently manage their financials and foster deeper community connections.

📋 Description

• Building and leading a team of high-performing Client Success Managers • Identifying and nurturing talent within the team, providing mentorship and training to enhance skills and capabilities • Efficiently allocating resources across the assigned portfolio of clients ensuring all clients have a named Client Success Manager • Manage CSMs as they evaluate and gauge relationship health, providing a predictive view of clients that are at risk • Manage and support the team to cultivate strong, long-lasting relationships with clients, understanding their needs, and ensuring that the services delivered align with their objectives • Manage a portfolio of accounts and an associated CSM team • Collaborating with executive leadership, evaluate factors affecting client relationships and provide findings of key drivers and recommendations • Establishing and maintaining quality standards for services provided

🎯 Requirements

• 5+ years of Account Management, Client Success Management, or Association Executive experience required • Bachelor's degree required or equivalent experience • Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function • Must have excellent analytical and problem-solving skills • Must have the ability to work independently and handle multiple priorities and deadlines simultaneously • Experience managing customer success teams of 6-10 members across multiple segments • Monitoring KPIs to ensure retention and growth practices are executed • Technical Skills: Proficient in Office 365 suite • Experience with customer success tool usage • Data analysis and reporting capabilities for customer health and team performance • CRM proficiency with ability to optimize workflows and reporting • People Skills: Team leadership with ability to build and develop high-performing customer success teams • Change management skills for process improvement and standardization • Individual contributor coaching and performance management • Internal stakeholder management and cross-functional collaboration • Customer relationship management and executive-level client interaction • Strategic Business Skills: Customer portfolio management and segmentation strategy • Process optimization and operational efficiency improvement • Customer retention and expansion program execution • Team performance metrics and KPI development • Client relationship planning and account management oversight • Additional Desired Skills: Salesforce experience is a plus • SaaS solutions • Association/non-profit sector experience • Client Success Platform experience • Presentation and communication skills for client and internal audiences

🏖️ Benefits

• Medical, Dental & Vision Benefits • 401(k) Savings Plan with Company Match • Flexible Planned Paid Time Off • Generous Sick Leave • Inclusive & Welcoming Environment • Purpose-Driven Culture • Work-Life Balance • Commitment to Community Involvement • Employer-Paid Parental Leave • Employer-Paid Short-Term Disability • Remote Work Flexibility