Enterprise Customer Success Manager

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. Thousands 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:

• You have at least five years of successful customer success, sales, and/or account management experience in a comparable business environment. At EverTrue fundraising solicitation is also considered sales.
• You have excellent verbal and written communication skills.
• You have experience or knowledge of the education/non-profit market.
• You have a proven ability to build relationships at all levels of an organization and collaborate successfully with customers and colleagues.
• You have the ability to plan, develop, and conduct effective presentations to executive audiences, support sales efforts, identify expansion opportunities, and secure renewals.
• 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 are self-reliant and can navigate ambiguity. You take ownership of your work and excel at finding solutions even when the path isn't clearly defined.
• You’re humble and a team player. You want to help out those on your team and are able and willing to work with other teams to get the job done.
• You are proactive about calling out gaps in processes and enjoy recommending solutions to better optimize the team.

What you’ll do:

• You will manage the customer lifecycle from implementation to renewal, aiming for a 90%+ gross retention rate and ensuring customer satisfaction and advocacy for EverTrue.
• You will delight customers through best-in-class service and authenticity, showcasing success through measurable achievements like NPS scores, Health Scores, and usage data.
• You will collaborate closely with the Sales team to support account growth by identifying and qualifying cross-sell opportunities.
• You will conduct regular account reviews with key leadership to demonstrate success and identify opportunities for expanding EverTrue's solutions.
• You will identify opportunities for customer advocacy to support new customer acquisition and enhance industry knowledge.
• You will provide actionable feedback to the Product team based on customer insights to enhance EverTrue's offerings.
• You will maintain current knowledge of EverTrue products and conduct effective product training sessions.
• You will represent EverTrue at events, driving attendance and occasionally leading webinars, leveraging your public speaking skills. (Travel required up to 25% of the time)
• You will commit to internal team processes and foster collaboration across the company.
• You will leverage familiarity with internal tools such as Salesforce, Notion, Planhat, and Slack to support seamless operations.

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 $90K - $100K, plus a target variable of $66K.
• 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 3% 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.