Customer Success Manager

Who we are:

EverTrue is the leading advancement intelligence and donor engagement platform, empowering educational institutions and non-profit organizations to build stronger relationships and achieve outstanding fundraising results. Our platform continuously evolves, integrating innovative solutions to help advancement professionals effectively identify, prioritize, and manage prospects, engage supporters, and track progress. Thousands of organizations rely on EverTrue to grow giving. We are a fun, smart, mission-driven team passionate about the work we do.

What truly drives us? It's our mission: 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. And our vision? It's to create a world where every fundraiser has the tools to engage, retain, and grow generosity at every level, ensuring no donor is overlooked. When you join EverTrue, you're not just taking a job; you're becoming part of a movement to empower fundraisers and make a real difference in the world.

We believe in your potential. We know that no candidate perfectly matches every qualification. If you're excited about this role and meet most of our requirements, please apply! We're eager to support your growth and development within our team.

EverTrue is an equal opportunity employer. We're deeply committed to building a workplace that celebrates diversity, equity, and inclusion for all, ensuring every applicant and employee is treated fairly. We embrace DEI because we know it enhances engagement, satisfaction, and partnerships, making us all stronger together.

Who you are:

• Required: 3+ years of successful experience in customer success, sales, account management, fundraising solicitation, and/or marketing in a comparable business environment.
• Required: Excellent verbal and written communication skills.
• Preferred: You have experience or knowledge selling or fundraising in the education market.
• A strong ability to build relationships, engaging meaningfully with colleagues and customers.
• The capability to plan, develop, and conduct effective and professional presentations to executive audiences, support sales efforts, identify expansion opportunities, and secure renewals.
• Comfort with strategizing account save strategies and engaging internal leadership for support.
• An enjoyment for working in an evolving and fast-paced environment, with a commitment to ongoing learning and progression.
• The ability to operate independently and own your work, even when processes may not be fully defined.
• A humble and team-oriented approach, willing to collaborate across teams to achieve shared goals.

What you’ll do:

• Manage the entire customer lifecycle, from implementation to renewal, with a focus on achieving a 90%+ gross retention rate and ensuring high customer satisfaction and advocacy.
• Delight customers through best-in-class service and authenticity, showcasing success through measurable achievements like NPS scores, Health Scores, and usage data.
• Collaborate closely with the Sales team to support account growth by identifying and qualifying cross-sell opportunities.
• Conduct regular account reviews with key leadership to demonstrate success and identify opportunities for expanding EverTrue's solutions.
• Identify opportunities for customer advocacy to support new customer acquisition and enhance industry knowledge.
• Provide actionable feedback to the Product team based on customer insights to enhance EverTrue's offerings.
• Maintain current knowledge of EverTrue products and conduct effective product training sessions.
• Commit to internal team processes and foster collaboration across the company.
• Leverage familiarity with core systems such as Salesforce, Notion, and customer success platforms like Planhat or ChurnZero, along with Slack, to support smooth day to day operations.
• Represent EverTrue at events, driving attendance and occasionally leading webinars, leveraging your public speaking skills. (Travel required up to 25% of the time).

Why you’ll love to join our team:

We offer a comprehensive package designed to support your success, growth, and well-being.

• Compensation and Core Benefits: 
  • A base salary range of $60K - $80K, plus a target variable of $54K.
• We also provide robust benefits to keep you healthy and secure:
  • We cover 80% of your premium for medical, dental, and vision insurance.
  • We offer a 401k match of up to 3% to support your financial future.

Happiness & Well-Being:

Our comprehensive employee benefits and perks program provides:

• A remote-first environment for flexible work.
• Generous paid time off throughout the year.
• Investment in your professional growth and development.
• Opportunities to connect with colleagues both in-person and virtually.
• The unique chance to contribute to the non-profits and educational institutions you care about, aligning your work with your passions.