VP, Client Success

🕒 3 days 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

• Leadership and Team Management: Building and leading a team of high-performing Client Success Managers • Talent Development: Identifying and nurturing talent within the team, providing mentorship and training to enhance skills and capabilities • Resource Allocation: Efficiently allocating resources across the assigned portfolio of clients ensuring all clients have a named Client Success Manager and that they receive the interactions as reflected in our client segmentation and engagement plan • Client Health: Manage CSMs as they evaluate and gauge relationship health, providing a predictive view of clients that are at risk • Client Engagement: 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 • Knowing our Clients: Manage and support the team to collect information about our clients that helps us better meet their needs and enabling us to maximize relationship expansion opportunities • Service Expansion: Coach and manage team members to identify opportunities to expand or enhance service offerings to meet changing client needs • Managing a Portfolio of Clients and a Small number of Direct Relationships: The overall role of the Client Success Team Leader is to manage a portfolio of accounts and an associated CSM team • Relationship Management Planning: Collaborating with executive leadership, evaluate factors within the assigned portfolio affecting client relationships and provide findings of the key drivers and recommendations on how to improve overall outcomes • Quality Assurance: Establishing and maintaining quality standards

🎯 Requirements

• 10+ 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 • Proven abilities to develop high-performing sales and relationship management organizations serving large portfolios (1,000+) clients • Experience leading client success organizations with 15-20 team members • Track record of driving enterprise-wide transformation and standardization initiatives • Advanced proficiency in Office 365 suite and client success platforms (Gainsight, ChurnZero, etc.) • Experience selecting and implementing enterprise-level client success technology stacks • Data analytics and business intelligence tools expertise for portfolio-level insights • CRM administration & process adoption and adherence across full portfolio that matches with Client Success departmental approach • Senior leadership with ability to present to executive teams and key stakeholders • Complex organizational change management across acquired companies and diverse cultures • Advanced talent acquisition, development, and succession planning capabilities • Cross-functional leadership spanning sales, marketing, product, and service delivery teams • Crisis management and escalation resolution at enterprise client level • Strategic portfolio management for enterprise and mid-market client segments • M&A integration experience with client success function consolidation • Revenue strategy development including expansion, retention, and new market penetration • Industry thought leadership and external speaking/conference participation • Competitive analysis and market positioning for client success initiatives

🏖️ 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