Senior Customer Success Manager

🕒 September 17

🇺🇸 United States – Remote

💵 $95k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 6%

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Catchafire

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🤝 Non-profit

☁️ SaaS

🌍 Social Impact

💰 $3.9M Venture Round on 2017-02

Non-profit • SaaS • Social Impact

Catchafire is a platform designed to build capacity for nonprofits and enhance community impact through volunteer engagement. It offers tools for creating, tracking, and promoting volunteer opportunities while providing resources and solutions for nonprofit organizations. The company also focuses on employee engagement by developing volunteer programs that boost morale, increase charitable giving, and improve community service participation. Catchafire’s mission is to bridge paths between philanthropy, business, volunteers, and government to forge stronger communities and provide real-time social impact tracking and reporting.

📋 Description

• Build and maintain strong relationships and serve as a trusted advisor to a portfolio of 15–25 customers • Own net revenue retention and gross retention targets; maintain accurate renewal forecasts in the CRM and drive growth through renewals, expansions, and upsells • Draft detailed account plans mapping customer goals and growth opportunities across the customer lifecycle • Monitor customer health scores and engagement to identify at-risk clients and establish retention and success plans • Address customer needs proactively, anticipate challenges, and adapt to changing conditions • Act as a Catchafire product expert and customer advocate by analyzing feedback and collaborating with Platform, Sales, and Marketing on product enhancements and customer outcomes • Provide customers with reporting and data-driven insights on usage trends, end-user satisfaction, and engagement • Lead monthly/quarterly business reviews with client stakeholders to demonstrate ROI and align future goals • Conduct internal quarterly business reviews with senior leadership covering wins, losses, trends, challenges, and opportunities • Mentor other CSMs on account planning and renewal strategy and share playbooks and best practices • Research clients’ industries, market trends, and business challenges to inform product offerings and solutions • Use AI tools for account research, renewal preparation, and reporting and share effective practices with the Customer Success team

🎯 Requirements

• 5–7+ years of work experience in customer-facing or account management roles • Quota-carrying experience with successful renewal and upsell/cross-sell attainment, with a minimum of $2.5m in annual quota • Experience managing complex, multi-stakeholder projects • Experience managing relationships with senior-level stakeholders • Desire to expand knowledge of and become an expert in the social impact space • Experience working in a CRM or customer success platform such as Salesforce, Gainsight, or HubSpot • Nonprofit fundraising or revenue management experience preferred • Experience managing high-touch portfolios of no more than 50 customer accounts preferred • Passion for working with customers • Availability for calls or meetings during Eastern Time Zone hours • Must not require employment visa sponsorship • Strong analytical skills and ability to interpret complex data • Strong project management skills • Ability to manage multiple accounts and projects simultaneously • Ability to work collaboratively across departments • Ability to take ownership and implement solutions with minimal supervision

🏖️ Benefits

• Excellent health insurance (80% of premiums covered within the U.S. for the employee and eligible dependents) • Unlimited PTO • Parental/Family leave • Professional Development Stipend • Online Mental Health Services • Remote full-time work • Occasional travel opportunities/requirements

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