Enterprise Customer Success Manager

Enterprise Customer Success Managers take primary responsibility for the onboarding and ongoing success of NationBuilder’s Enterprise-level customers. Combining technical expertise with the NationBuilder product with a deep understanding of customers’ goals and desired outcomes, they coach the leaders of campaigns, non-profits, advocacy organizations, and a wide variety of other customers on how to use the NationBuilder platform to achieve their objectives. 

If you’re passionate about equipping leaders to build something meaningful in the world, we’d be excited to have you join the team.

What you’ll do:

• Serve as the primary point of contact for a portfolio of customers, ensuring their success, satisfaction, and retention with a focus on delivering exceptional onboarding and ongoing strategic guidance.
• Develop a deep understanding of each customer’s unique goals and challenges, helping them translate these into actionable milestones using the NationBuilder platform.
• Build strong relationships with customers, ensuring they are leveraging NationBuilder effectively to meet their objectives.
• Conduct monthly calls with customers to review progress, discuss strategic initiatives, and align on upcoming goals.
• Provide limited but targeted assistance between calls, focusing on strategic advice and escalating issues to Customer Support when necessary.
• Develop strategies to scale customer touchpoints across your portfolio, empowering customers to gain autonomy through self-service resources while ensuring they continue to feel supported and valued.
• Collaborate with the Sales team to manage service renewal and upgrade engagements, ensuring a smooth and successful process.
• Identify potential risks to customer satisfaction and retention, working with internal teams to address these proactively.
• Act as the voice of your customers to Product and Engineering teams, contributing to the ongoing improvement of the NationBuilder platform.
• Participate in occasional industry events and contribute to market-development initiatives.
• Maintain a positive, solution-oriented attitude and a calm demeanor under pressure, embodying empathy in all customer interactions.

We are looking for:

• 3 years of experience in a customer success/account management role or equivalent experience working in political campaigns/parties, nonprofits, or advocacy organizations
• Experience using NationBuilder or comparable softwares is a major plus, but not required
• Exceptional verbal & written communication skills in English; you should be comfortable communicating frequently on the phone, over video call, and in written form. 
• Speaking and writing in French at a business level is also required for this position
• Adaptability - you should be comfortable working with both technical and strategic points of contact both at customer organizations and within NationBuilder
• Ability to work autonomously but collaboratively in a fast-growing, dynamic environment
• Attention to detail, solid organizational and time-management skills and pride in always delivering quality work
• Passion for technology and familiarity with key concepts of online engagement
• We are fiercely nonpartisan; you must be open to working with political parties, campaigns, and organizations from all backgrounds and with diverse missions
• Bring your whole self to work: a positive, constructive and open attitude is welcomed and expected, but we also don’t want people who put on a “work face.” You should feel free to be yourself and help the company grow by doing so.