About Us

Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving.

Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the world’s leading nonprofits 

We also recognize the importance of giving back and making a difference in the communities where we live and work. That's why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously, but we don’t take ourselves too seriously. We believe that life is too short not to love what you do. 

The ideal candidate for Virtuous embodies our values by:

• Asking questions with a spirit of curiosity

• Giving feedback freely with candor & grace, welcoming it in return

• Displaying a passion for philanthropy and technology 

• Serving with joy. Everyone is willing to make the coffee!

• Celebrating the wins & milestones of others 

• Assuming good intent & demonstrating trust in others 

• Pursuing relationships with people different from themselves & creates space to be human

Find our core values & more here.

Candidates local to Phoenix, AZ will be prioritized at this time

Position Summary

We are seeking a strategic and results-driven Director of Customer Success to lead our quota carrying Mid Market and Enterprise Customer Success teams. Reporting to our Chief Customer Officer, you will be responsible for ensuring our customers achieve their desired outcomes while maximizing the value they receive from our products and services. You will also own retention and expansion for all Virtuous customers across all Virtuous products. This role requires a blend of people leadership, strategic thinking, and hands-on execution to drive customer retention, renewals, and revenue growth. 

Responsibilities

• Own and optimize customer journey

  • Establish and promote a vision for an exceptional end-to-end customer experience tailored to the unique needs of nonprofits

  • Create standardized Success Plans for customers across all Virtuous product lines, ensuring consistency and excellence in service delivery

  • Define and oversee key lifecycle processes, including the executive sponsor program to build strategic relationships, executive business Review processes to assess satisfaction and growth opportunities, and renewal and expansion playbooks to drive customer renewals and product usage

  • Develop standard presentation materials for lifecycle plays, ensuring all customer-facing teams have the tools they need to effectively communicate value and progress

  • Personally manage escalations from your direct reports, and follow a methodical escalation process to Chief Customer Officer and/or customer executive sponsors

• Drive customer value

  • Collaborate with Director of Customer Onboarding and Services to optimize time to value

  • Understand change management best practices for nonprofits

  • Enable CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor

  • Define, drive, and demonstrate the value (ROI) delivered to customers

  • Collaborate with Marketing to generate customer facing resources that enable CSM retention and expansion opportunities

• Lead cross-functionally to drive customer success

  • Define organization-wide responsibilities for each stage of the customer journey

  • Gather feedback from other departments, including Sales, Services, Support, Product, and others, to improve the customer experience

  • Collaborate with other Virtuous leaders to refine company-wide definition of ideal customer profile

  • Help foster company-wide culture of Customer Success

• Maximize CS specific platforms and tools

  • Facilitate the adoption of essential processes in ChurnZero

  • Ensure ChurnZero is our company’s single source of truth for customer health

  • Create and/or refine dashboards to measure customer success

  • Work with CCO an