Customer Success Manager

Overview

We are seeking a Customer Success Manager (Remote) to join our growing team!

 

YourMembership

With 25+ years of experience, YourMembership was designed to help small to mid-sized organizations deliver great member experiences and streamline their workloads. As the leading SaaS-based association management software in the industry, YourMembership is built on a foundation to ensure our customers’ success. Our cloud features and security measures are of the highest quality and constantly enhanced to deliver world-class stability and confidence. Organizations lean on YourMembership to easily manage membership activities, boost member engagement, and increase non-dues revenue. Learn more at yourmembership.com. 

Responsibilities & Qualifications

Position Summary

The Customer Success Manager (CSM) is the primary relationship owner and account contact for an assigned subset of YourMembership’s customers. A CSM is responsible for establishing and maintaining a healthy relationship between YourMembership and assigned customer. Healthy relationships result in adoption (customers’ successful use of YourMembership to meet their organizational needs), retention (on-time subscription renewal with appropriate price increase), account expansion (adding YourMembership features and services + adding other Momentive Software products). This is accomplished through discovering and understanding customers’ needs, creatively generating solutions for those needs through YourMembership and other Momentive products and services, skillfully communicating via videoconference, phone, and email, and negotiating contract details to win deals.

 

A Day in the Life

• Contribute to a positive team culture centered on serving clients 
• Own and foster the relationship between YourMembership and assigned customers, serving as the primary account contact and escalation path. 
• Drive customer retention (renewal) through proactive and responsive communication, creation and communication of solutions, and explanation and negotiation of contracts 
• Drive customer expansion through identification of needs, creation and communication of solutions, and explanation and negotiation of contracts 
• Drive customer satisfaction and success through proactive outreach, utilization and account reviews, and responding to client challenges, complaints, and survey responses 
• Maintain accurately the status of each customer's renewal opportunities, expansion opportunities, and overall health and sentiment using Salesforce and established processes 
• Gather feedback from customers about their experience with YourMembership’s product, support, and services, and share that feedback with relevant team to contribute to improvement of the experience for all clients 
• Complete continuous learning and maintain an expert-level knowledge of the product platform and industry best-practices 
• Follow established processes for the customer success team and provide input to improve those processes 
• Collaborate with team members to meet other company objectives 

 

We are looking for someone who brings

Experience:  

• Requires at least 5 years of experience in areas related to Momentive’s business: customer success, account management, sales, or services, especially in a SaaS context. 
• OR Requires at least 5 years of experience in areas related to Momentive’s customer base: associations, membership organizations, nonprofit organizations, especially in management

Computer/Technical:  

• Expert knowledge of the YourMembership product platform, or ability to gain it through training 
• Ability to use customer relationship management software; experience using Salesforce is a plus 
• Ability to use or learn Microsoft Office tools: Outlook, Teams, Excel, PowerPoint, Word 

Other Skills:  

• Demonstrated teamwork skills and ability to influence peers and leaders in a positive way 
• Excellent verbal and written communication, organization, and follow up skills, including comfortability communicating with executives and other decision-makers 
• Excellent judgement in decision-making, especially when balancing the needs of clients, team members, the company, and other stakeholders 
• Proven ability to handle a high-volume of assigned customers, multiple tasks, and meet deadlines with minimal supervision 

Total Rewards

About Us

Momentive Software amplifies the impact of over 30,000 purpose-driven organizations in over 30 countries. Mission–driven organizations and associations rely on the company’s cloud-based softw