Team Manager of Customer Success

Your Company:

As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence.

Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence.

We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers" you've come to the right place.

But hey, don't take our word for it. Hear what current and former Flockers have to say about their experience.

Team Manager of Customer Success

Compensation: $100k base, $150k OTE

Benefits: Health, dental, vision, Summr and Wintr breaks, paid vacation + Unlimited sick time

Your Work:

As a Manager of PRO, you serve as the bridge between Feathr and our customers, by not just ensuring their satisfaction but also by fostering deep connections, understanding clients’ unique needs, and driving their success.

Your responsibilities encompass overseeing all team activities. This involves setting clear goals, monitoring progress, and ensuring that objectives are efficiently met. By fostering a collaborative and productive work environment, you will empower your team to excel in their roles.

Central to your role will be providing guidance, support, and leadership to your team members. Through mentorship and effective communication, you will help them navigate challenges and seize opportunities. Your strategic decisions will be instrumental in achieving departmental and company-wide objectives, aligning closely with Feathr’s mission and values.

Your Experience:

• 4+ years in B2B SaaS account management, customer success, or equivalent experience

• 2+ years of experience management of SaaS teams responsible for driving revenue outcomes tied to retention and growth

• Track record of high achievement in previous positions

• Demonstrated ability to learn and apply new information, skills, or techniques

• Demonstrated ability to coach, mentor, and train team members

Your Qualities:

• Strategic & Creative: You possess a strategic mindset and can analyze customer data to proactively and methodically challenges, leaning on your creativity over resources when working towards a solution

• Management Skills: You understand that management requires hands-on coaching, motivation, and tough discussions. Your leadership skills inspire your team to excel and provide exceptional service to their customers.

• Team-Building Skills: You excel in fostering a collaborative team culture where every member feels valued, contributing to mutual growth and development. Your ability to build strong, cohesive teams enhances our collective success and customer satisfaction.

• Cross-functional Effectiveness: To help our teams grow, succeed and better deliver for our customers, we all know we can't do it alone.. You understand the power of collaboration across departments. By working seamlessly with colleagues from diverse backgrounds, you enhance our ability to solve complex customer challenges.

• Proactive Self-Starter: As a proactive self-starter, you seize opportunities, tackle challenges, and drive initiatives without waiting for instructions. Your proactive approach ensures our team remains agile and responsive to customer needs.

• Project Management Skills: Your adept multitasking skills, meticulous prioritization, and organizational prowess set you apart.

• Results-Driven: You thrive in a metrics-oriented environment and are focused on achieving and exceeding Team and Company targets. You utilize data and key performance indicators to track progress and make informed decisions.

• Communication and active listening skills: You listen thoroughly to your audience and respond thoughtfully and compellingly. You’re able to articulate complex ideas and technical concepts clearly and concisely.

• Positive Attitude: You bring a resilient positive attitude to every situation. Acknowledging that challenging days are a part of work life, you maintain sincerity and extend the benefit of the doubt to others. Your optimistic approach inspires the team, fostering a supportive and motivating work environment

• Adaptable & Resilient - You’re comfortable adapting to evolving industry trends, software features, and company goals, adjusting your leadership strategies as needed. You persist in the face of challenges, are able to handle rejections, and learn from setbacks.

Your Day:

• Manage and provide performance reviews/feedback on a quarterly basis for each CS PRO

• Manage account distribution of new and renewal customers while managing to CS PRO capacity and following the post-sale customer journey for all SMB and Mid-Tier customers

• Serve as point of escalation for CS PROs

• Provide reporting & metrics for the quarterly and annual progression to department goals

• Identify, create, execute, and improve training for Pro team including new team members and continuous training for current team members

• Coach and enable individual CS PRO’s to reach their activity targets to drive product adoption and engagement

• Join customers calls, including Business Reviews, to increase customer value and product adoption/utilization

• Hold individual meetings (activity management/account health reviews and coaching/call reviews, manager 1:1s, performance reviews, etc)

• Hold Pro meetings (standups, trainings, etc)

• Assist in the recruiting and interviewing of candidates

• Lead onboarding/training of new hires

• Work with other members of Feathr’s Customer Success leadership to share best practices and improve and streamline the CS department across the board, provide identified insights and trends from current customers

• Work cross departmentally to better align and improve processes for a smoother customer journey

Compensation:

Base salary for this position is $100,000 dependent on experience and credentials and and OTE of $150,000.

In addition, you’ll receive health/dental/vision insurance, and other benefits like a professional development budget, office food, and social events, not to mention being a part of a supportive and motivated sales team.

Location:

This position is Remote to candidates located in Eastern and Central time zones or with the option to work from our headquarters in Gainesville, FL. If you aren’t familiar, Gainesville is a hip, mid-sized city with a highly innovative population and an attainable standard of living.

Interview Process:

As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved. Additionally, each interview stage consists of standardized questions and rubrics with a scoring system to ensure a consistent and fair assessment practice of all candidates.

• HR Information Screen - The Talent Acquisition Team will invite candidates that move forward to a 15-20-minute virtual interview. This conversation will be focused on relevant work experience, compensation, role overview, and answering any questions the candidate has related to benefits, culture, and the company as a whole.

• Hiring Manager Interview- 45 minute virtual meeting with the VP of Customer Success to answer role-specific questions and dive deeper into your background and experience.

• Panel Interview - 1 hour interview with two to three key members of the team. This interview will dive deeper into the role, technical knowledge, and requirements of the position.

• Work Assignment - Candidates will be given a work assignment prompt to complete a project that is relevant to the work they can expect in the role. The completion of the assignment should not take more than 90 minutes, and candidates are given multiple days to work on the project.

• Final Chat with VP of CS - A 20-minute informal conversation with the VP of Customer Success to address any final questions and discuss any remaining details about the role, team, or company. This is an opportunity to clarify expectations and ensure mutual alignment before the offer stage.

• Offer - The Talent Acquisition Team will reach out with the details of the offer to discuss with the candidate. At this time, we will collect and reach out to candidates’ references. This is also the opportunity for candidates to provide any additional information or context if there are concerns surrounding their background check. Feathr believes candidates that have made it to this point in the interview process are truly talented individuals, and so we are open to dialoguing background screens before turning away candidates that have consistently excelled through the interview process.

After all the details of the informal offer are finalized, the candidate will receive their formal offer.

Interviewing at Feathr

We've prepared a comprehensive candidate resource that provides valuable insights and tips for interviewing at Feathr. It covers everything from common interview questions to helpful advice on how to make the most of your interview experience with us. Access the resource here.

We encourage all applicants to take advantage of this resource to help prepare for their interviews and gain a deeper understanding of what to expect when applying to join our Flock.

Accommodations

If you require accommodations or assistance during the application or interview process due to a disability, please submit a request via this Candidate Reasonable Accommodation Request Form.

Benefits & Perks

We love our Flock and the work they do! But let’s be honest, life isn’t just about work. So we created a perks and benefits package that aims to help our team grow by including their wellness, families, passions, and personal time.

• Full vision and dental, 99% health insurance

• Flexible Work Schedule

• Unlimited sick time for when you need to take care of your physical or mental health

• Vacation Time

• Extended Summr + Wintr Breaks

• Parental Leave

• Wellness Reimbursement Credit

• Home Office Stipend

• Professional Development Budget

• Team hangouts and events

Culture:

Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have.

• Practicality: Progress Over Perfection

• Ambition: When Feathr wins, We all win

• Candor: Better communication, Better results

• Trust: Assume the best, Share openly

• Service: We exist to fix

This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges, the most important quality is a commitment to work through those challenges with self-awareness and honesty.

Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. So, however you identify and whatever background you bring with you, if you think you’d drive value in this position, please apply.