Momentive Software

Momentive Software

Director, Client Success

Remote (US Only) · Director

Work authorization requiredDetected 20 days ago
Data AnalysisStakeholder ManagementSalesforceCRMAccount ManagementNegotiationAccountingExcelProcess ImprovementPerformance ManagementCustomer SuccessLeadershipCommunicationCollaborationProblem SolvingMentoringAdaptability

About the role

  • Seek to improve the effectiveness of CSM conversations with clients to uncover unmet needs.
  • As retention risk is increased, carefully transitioning the account to a core team member.
  • In conclusion, the role is multifaceted, requiring a blend of leadership, strategic thinking, and operational excellence.

Responsibilities

  • Team Building: Building and leading a team of high-performing Client Success Managers.
  • Client Engagement: Manage and support the team to cultivate strong, long-lasting relationships with clients, understanding their needs, and ensuring that the services delivered align with their objectives.
  • Knowing our Clients: Manage and support the team to collect information about our clients that helps us better meet their needs and enabling us to maximize relationship expansion opportunities.
  • Service Expansion: Coach and manage team members to identify opportunities to expand or enhance service offerings to meet changing client needs.
  • Manage targeted client expansion campaigns.
  • Process Management: Coach and manage CSMs to efficiently and effectively execute standard work routines.
  • Process Standardization: Coach and manage CSMs to follow standard policies, processes and procedures.
  • Team Communication: Maintain consistent practice of team huddles, meetings and individual conversations to ensure team members are aligned to organization objectives and are feeling engaged and motivated to perform their role.
  • Manage and support the team to cultivate strong, long-lasting relationships with clients, understanding their needs, and ensuring that the services delivered align with their objectives.
  • Manage and support the team to collect information about our clients that helps us better meet their needs and enabling us to maximize relationship expansion opportunities.

Requirements

  • 5+ years of Account Management, Client Success Management, or Association Executive experience required
  • Bachelor's degree required or equivalent experience
  • Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function
  • Must have excellent analytical and problem-solving skills
  • Must have the ability to work independently and handle multiple priorities and deadlines simultaneously
  • Experience managing customer success teams of 6-10 members across multiple segments
  • Problem-Solving: The ability to identify and solve complex problems in a dynamic business environment.

Skills

  • Clear and effective communication both internally and with clients is crucial.
  • Proficient in Office 365 suite
  • Experience with customer success tool usage
  • Data analysis and reporting capabilities for customer health and team performance
  • Change management skills for process improvement and standardization
  • Individual contributor coaching and performance management
  • Internal stakeholder management and cross-functional collaboration
  • Customer relationship management and executive-level client interaction
  • Customer portfolio management and segmentation strategy
  • Process optimization and operational efficiency improvement
  • Customer retention and expansion program execution
  • Strategic Thinking: A forward-looking mindset to contribute to the development and execution of the company's strategic goals.

Benefits

  • Manage CSMs as they evaluate and gauge relationship health, providing a predictive view of clients that are at risk.

Company info

  • Momentive Software amplifies the impact of over 20,000 purpose-driven organizations in over 30 countries, with over $11 billion raised and 55 million members served to date.
  • Mission-driven nonprofits and associations rely on Momentive's cloud-based software and services to address their most pressing challenges - from engaging their communities to simplifying operations and growing revenue.
  • Momentive partners with organizations that believe "good enough" is never enough - so they can bring on better outcomes for everyone they serve.
  • Learn more at momentivesoftware.com.
  • At Momentive Software, we're a team of passionate problem-solvers, innovators, and volunteers who believe in using technology to make a real difference.
  • We dream big, support each other, and take pride in creating solutions that help our customers drive meaningful change.
  • If you're looking for a place where your work matters and your ideas are valued, you'll find it here.
  • Medical, Dental & Vision Benefits
  • 401(k) Savings Plan with Company Match
  • Flexible Planned Paid Time Off
  • Inclusive & Welcoming Environment
  • Commitment to Community Involvement
  • Designed to help organizations connect more, manage more, and ultimately expect more, Momentive's solutions are built with reliability at the core and strategically focus on fundraising, learning, events, careers, volunteering, accounting, and association management.
  • Why Work Here?
  • Generous Sick Leave
  • Purpose-Driven Culture
  • Work-Life Balance
  • Employer-Paid Parental Leave
  • Employer-Paid Short-Term Disability
  • Remote Work Flexibility
  • Momentive Software actively embraces diversity and equal opportunity in a meaningful way.
  • We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.
  • The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
  • All persons hired will be required to verify identity, minimum age of 18, eligibility to work in the United States (without sponsorship), and to complete the required employment eligibility verification form upon hire.
  • A forward-looking mindset to contribute to the development and execution of the company's strategic goals.

Visa & Work Authorization

  • All persons hired will be required to verify identity, minimum age of 18, eligibility to work in the United States (without sponsorship), and to complete the required employment eligibility verification form upon hire.
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This listing is sourced directly from Momentive Software's careers page and normalized into a canonical job model.