Edtech.com's Summary

EverTrue is hiring a VP of Customer Success to lead and manage customer-facing teams throughout the customer lifecycle, from onboarding to renewal and advocacy. The role involves developing team members, driving customer retention and satisfaction, coordinating with sales and product teams, and acting as the voice of the customer to support EverTrue's mission in the advancement intelligence space.

Highlights

Lead customer success teams through customer onboarding, retention, renewal, and advocacy stages.
Develop, mentor, and manage a team of customer success managers including performance reviews and compensation planning.
Define processes and documentation for account-based revenue and customer lifecycle management.
Coordinate upsell and cross-sell initiatives with sales and marketing teams.
Collaborate with product and customer operations leadership to enhance customer experience and product offerings.
Manage renewal opportunities, pipeline, and forecast trends for management and the Board.
Gather and communicate customer feedback to influence product roadmap and strategy.
Required experience: Minimum 6 years in customer success, sales or account management, with at least 2 years managing teams.
Must have knowledge of the non-profit market; experience preferred.
Compensation includes a base salary of $160K - $180K plus a 2.5% company performance bonus and benefits covering 80% of insurance premiums and a 401k match.

VP of Customer Success Full Description

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. Hundreds 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) You have at least 6 years of progressively responsible and successful experience in customer success, sales, and/or account management in a comparable business environment. At EverTrue, fundraising solicitation is also considered sales.
(Required) You have at least 2 years of experience managing teams.
You have excellent verbal and written communication skills tailored to both external and internal audiences. This includes documentation, playbooks, complex communication plans, strategic partnership conversations, and more.
You have a proven ability to build executive-level relationships with customer contacts to support Customer Success Managers in retaining and expanding the business.
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’re a relationship-builder who seeks to engage meaningfully with your colleagues and customers.
You can lead a team through effective people management, team motivation, and collaboration.
You are comfortable representing the customer voice at the management level, advocating for our mission and product to better support those we serve.
You have experience in the non-profit market (preferred) and possess knowledge of the non-profit market (required).

How you’ll contribute to the team:

As the VP of Customer Success at EverTrue, you'll lead our customer-facing teams through every stage of the customer journey, from onboarding to success, renewal, and advocacy. Your dynamic leadership will drive customer satisfaction and retention, while fostering strong relationships with our education clients.
You’ll also focus on developing and mentoring your team, helping them grow and excel in their roles. Your efforts will directly contribute to the expansion of EverTrue's customer base, turning satisfied clients into advocates and driving long-term growth through referrals.

What you’ll do:

You will define processes and documentation for account-based revenue, customer lifecycle management, and team goals to drive alignment and growth.
You will manage a team of customer success managers at varying levels, develop onboarding and progression plans, create compensation structures, and conduct regular performance reviews with feedback.
You will oversee renewal opportunities, account allocation, and pipeline management. You will also coordinate upsell/cross-sell initiatives with sales and marketing, while forecasting and reporting trends to management and the Board.
You will partner with sales on team selling efforts, ensuring current customers are aware of additional product offerings and are passed off to sales reps for cross-sell opportunities.
You will work closely with the VP of Customer Operations to ensure a seamless implementation and enablement process for both new and existing customers.
You will gather and relay customer feedback to help shape the product roadmap, collaborate with the VP of Product on new partnerships and product rollouts, and act as the escalation point for customer issues.
You will lead CSM involvement in EverTrue events, represent the customer voice in marketing content, and manage customer education and training programs.
You will ensure a smooth contract process and payment fulfillment for customers, and collaborate with the Director of Finance on compensation plans for the customer success team.

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 $160K - $180K.
- A 2.5% bonus plan based on company performance.
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 X% 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.

Original Job Description

Who we are:

Who you are:

(Required) You have at least 6 years of progressively responsible and successful experience in customer success, sales, and/or account management in a comparable business environment. At EverTrue, fundraising solicitation is also considered sales.
(Required) You have at least 2 years of experience managing teams.
You have excellent verbal and written communication skills tailored to both external and internal audiences. This includes documentation, playbooks, complex communication plans, strategic partnership conversations, and more.
You have a proven ability to build executive-level relationships with customer contacts to support Customer Success Managers in retaining and expanding the business.
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’re a relationship-builder who seeks to engage meaningfully with your colleagues and customers.
You can lead a team through effective people management, team motivation, and collaboration.
You are comfortable representing the customer voice at the management level, advocating for our mission and product to better support those we serve.
You have experience in the non-profit market (preferred) and possess knowledge of the non-profit market (required).

How you’ll contribute to the team:

As the VP of Customer Success at EverTrue, you'll lead our customer-facing teams through every stage of the customer journey, from onboarding to success, renewal, and advocacy. Your dynamic leadership will drive customer satisfaction and retention, while fostering strong relationships with our education clients.
You’ll also focus on developing and mentoring your team, helping them grow and excel in their roles. Your efforts will directly contribute to the expansion of EverTrue's customer base, turning satisfied clients into advocates and driving long-term growth through referrals.

What you’ll do:

You will define processes and documentation for account-based revenue, customer lifecycle management, and team goals to drive alignment and growth.
You will manage a team of customer success managers at varying levels, develop onboarding and progression plans, create compensation structures, and conduct regular performance reviews with feedback.
You will oversee renewal opportunities, account allocation, and pipeline management. You will also coordinate upsell/cross-sell initiatives with sales and marketing, while forecasting and reporting trends to management and the Board.
You will partner with sales on team selling efforts, ensuring current customers are aware of additional product offerings and are passed off to sales reps for cross-sell opportunities.
You will work closely with the VP of Customer Operations to ensure a seamless implementation and enablement process for both new and existing customers.
You will gather and relay customer feedback to help shape the product roadmap, collaborate with the VP of Product on new partnerships and product rollouts, and act as the escalation point for customer issues.
You will lead CSM involvement in EverTrue events, represent the customer voice in marketing content, and manage customer education and training programs.
You will ensure a smooth contract process and payment fulfillment for customers, and collaborate with the Director of Finance on compensation plans for the customer success team.

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 $160K - $180K.
- A 2.5% bonus plan based on company performance.
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 X% 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.

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VP of Customer Success

Edtech.com's Summary

VP of Customer Success Full Description

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