Enterprise Customer Success Manager

Who we are:

EverTrue is the leading advancement software that supports fundraising efforts at educational institutions and non-profit organizations. EverTrue merged with ThankView in October 2021 in an effort led by Rubicon Technology Partners. We are a fun, smart, mission-driven team that is passionate about the work we do! 

Our mission is to equip fundraising teams with the insights and tools to turn every donor interaction into a lasting relationship—leading to stronger connections and greater giving. By connecting institutional data with dynamic insights from various integration partners, we provide education fundraising professionals with everything they need to engage alumni, raise support, and measure success. Today, hundreds of higher-education and K-12 institutions rely on EverTrue to better engage, identify, prioritize, and manage their fundraising prospects. 

We are a remote-first, U.S.-based company supporting employees in over 30 states with our team striving to share knowledge, celebrate accomplishments, think creatively, and have fun along the way.

At EverTrue, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job posting. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and evolve alongside us, join our team!

EverTrue is an equal opportunity employer and is committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We embrace diversity, equity, and inclusion to enhance employee engagement, client satisfaction, and external partnerships/relationships. We believe that the more inclusive we are, the better we will be together. Diversity is not something we do, it’s who we are.

Who you are:

• You have at least five years of successful customer success, sales, and/or account management experience in a comparable business environment. At EverTrue fundraising solicitation is also considered sales.
• You have excellent verbal and written communication skills.
• You have experience or knowledge of the education/non-profit market.
• You have a proven ability to build relationships at all levels of an organization and collaborate successfully with customers and colleagues.
• You have the ability to plan, develop, and conduct effective presentations to executive audiences, support sales efforts, identify expansion opportunities, and secure renewals.
• You have the determination and grit required to work at a growing start-up, as well as the patience to help customers win.
• You enjoy working in an evolving and fast-paced environment and remain committed to ongoing learning and progression within your role.
• You are self-reliant and can navigate ambiguity. You take ownership of your work and excel at finding solutions even when the path isn't clearly defined.
• You’re humble and a team player. You want to help out those on your team and are able and willing to work with other teams to get the job done.
• You are proactive about calling out gaps in processes and enjoy recommending solutions to better optimize the team.

What you’ll do:

• You will manage the customer lifecycle from implementation to renewal, aiming for a 90%+ gross retention rate and ensuring customer satisfaction and advocacy for EverTrue.
• You will delight customers through best-in-class service and authenticity, showcasing success through measurable achievements like NPS scores, Health Scores, and usage data.
• You will collaborate closely with the Sales team to support account growth by identifying and qualifying cross-sell opportunities.
• You will conduct regular account reviews with key leadership to demonstrate success and identify opportunities for expanding EverTrue's solutions.
• You will identify opportunities for customer advocacy to support new customer acquisition and enhance industry knowledge.
• You will provide actionable feedback to the Product team based on customer insights to enhance EverTrue's offerings.
• You will maintain current knowledge of EverTrue products and conduct effective product training sessions.
• You will represent EverTrue at events, driving attendance and occasionally leading webinars, leveraging your public speaking skills. (Travel required up to 25% of the time)
• You will commit to internal team processes and foster collaboration across the company.
• You will leverage familiarity with internal tools such as Salesforce, Notion, Planhat, and Slack to support seamless operations.