Customer Success Manager

3 weeks ago

Montréal QC, Canada Essential HR Full time

So would we.

That’s why we founded FundSource26 Inc., an award-winning funding vehicle for purpose-driven organizations. We provide strategic planning, coaching, and turnkey solutions that get non-profits FUNDED so that they can spend less time chasing money and more time doing good.

The role:
Would you like to see more good in the world?

As a Customer Success Manager, you will be responsible for ensuring our clients achieve their desired outcomes while fostering strong, long-term relationships. Your role is crucial in helping our customers maximize the value of our services and achieve their goals.

You are energetic, committed to excellence, share our values, and are passionate about creating a better world.

Your typical day would include:
1. Customer Relationship Management: Develop and maintain strong relationships with customers, acting as their primary point of contact and trusted advisor.

2. Onboarding: Lead the onboarding process for new customers, providing comprehensive support and follow-up to ensure they are set up for success.

3. Reviewing Client Grant Funding Strategies: Review client grant funding strategies and provide feedback to the team to ensure high-quality, strategic roadmaps.

4. Strategic Involvement: Be actively involved in the strategy for individual grants, brainstorming ideas and angles with the team before they are presented to the clients.

5. Proactive Support: Regularly check in with customers to understand their needs, address any issues, and provide proactive solutions to enhance their experience.

6. Customer Advocacy: Act as the voice of the customer within the organization, advocating for their needs and collaborating with internal teams to drive service improvements and innovation.

7. Advocating for the Team: Advocate for the team in the face of the client to help ensure a smooth process and client success.

8. Performance Tracking: Proactively monitor customer success, analyzing data to identify trends and opportunities for improvement. Spearhead any meetings and/or action plans necessary to improve performance.

9. Renewals and Upsells: Work closely with customers to ensure their continued satisfaction, leading to successful renewals and identifying opportunities for upselling additional products or services.

Occasional Travel Requirements:
Although we primarily operate virtually, in-person interactions with clients and team members provide significant value. As a Grant Research Specialist, you can expect to travel 5-8 times per year for company conferences and to meet with geographically distant clients. For local clients, you will have more frequent opportunities for face-to-face meetings.

What success would look like:
In 6 months...You are demonstrating the ability to think strategically and independently develop solutions that WOW our clients. Our customers and team look up to you and appreciate the regular support and proactive approach you provide them, enabling them to further excel in their roles.

By 12 months...You have successfully helped us achieve our internal KPIs, have increased client retention and upsells, and oversee a large portfolio of customer accounts. Your forward-thinking recommendations help improve our organization’s efficiency and overall client success.

**You are**:

- A masterful communicator: You’re creative and able to adapt your communication style to different audiences, including executives, managers, and frontline staff. You have experience in providing exceptional customer support and are familiar with the language and expectations of diverse customer bases.
- An independent, fast learner: You are happy to jump into an organization and educate yourself on the stakeholders, processes, strategies, and systems that currently exist. You’re not afraid to ask questions and lead your own learning and development. You put yourself out there and possess the experience and confidence to quickly decide on a path forward and execute. You’re comfortable being given an end goal and figuring out how to get there on your own.
- A strategic and critical thinker: You are able to see how things fit into a larger picture. You know how to strategically communicate your messages within the context of different organizations and their goals. You can adapt and quickly pivot as you receive new information. When presented with multiple, competing priorities, you are able to understand how to prioritize and achieve the most important steps first.
- A natural-born leader and communicator: You love to share all the lessons learned and frameworks you have developed from years of hands-on experience in the field. You are excited about the opportunity to build customer success programs, help improve processes and procedures, and act as a mentor and coach to our staff.

In the past, you’ve:

- Worked in the Jewish non-profit sector for a minimum of 5-7 years
- Have a history of successfully securing 6 and 7-figure grants (an asset)
- Thought

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