Your Company:
As the good 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", all on a 4 day workweek, 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.
Customer Success Manager
Compensation: First Year OTE $78,000 OTE [$60k salary]; Ramped OTE $98,000
4-day work week; Health, dental, vision; Summr and Wintr breaks; paid vacation + Unlimited sick time.
Your Work:
Feathr is the Nonprofit Marketing Platform, serving 1,300+ charities, associations, and credit unions.
Feathr is a customer-centric organization, meaning we aim to align all of our teams around our customers to understand and provide what they need to be successful. We're looking for a Customer Success Manager (CSM) to work with our customers to ensure they are adopting Feathr as their marketing platform and have access to all necessary Feathr features to meet their needs. The CSM acts as the primary Feathr point of contact for each of the customers assigned to them. A CSM’s utmost responsibility is to help customers see value in their Feathr license, renew on an annual basis, and expand usage of the platform.
This position is a part of our Customer Success (CS) team, which is composed of a Senior Director, a Manager, Team Leads, Customer Success Managers and Customer Success Operations. We frequently collaborate with the Support and Managed Services teams.
Your Experience
- 2+ years of Business to Business (B2B) Account Management, Customer Success, or Sales experience
- Experience managing a large volume of customer accounts (70+ accounts)
- Proven success in a quota/retention carrying role
Your Qualities
- Communication and active listening skills: You listen fully to your audience and respond thoughtfully. You listen to customers and interpret the interaction in real-time.
- Organized: You optimize the resources around you to build-in systems of organization for your day. You understand the importance of prioritization and time management.
- Adaptable: In a fast-paced environment, you focus on the solutions and have a keen eye for process and product improvements.
- Customer-Focused: You excel in active listening and can successfully understand and effectively address customer pain-points
- Relationship-builder: You garner trust and build authentic relationships with your customers. They view you as a partner and trusted advisor.
- Closing Skills: You have confidence in guiding customers through a purchasing process, handling objections, and asking for the close. These are existing customers, so much warmer than pure new business sales, but it is still a sales process
- Curiosity: You see the value of research and knowledge. The 'why' matters.
Your Day
- Learn and maintain a deep knowledge of Feathr to speak with customers about the features/uses most relevant to their specific marketing needs.
- Build and sustain long-term relationships with customers to understand their priorities and increase annual customer retention.
- Conduct regular check-in calls with customers to review and improve their platform usage and adoption with current products. Be ready to overcome objections and advocate the value of Feathr products.
- Identify customer expansion opportunities based on needs and lead the sales cycle (from planting the seed to closing the deal) for those opportunities. A portion of sales will be mid-contract, while others will coincide with customers’ annual license renewals.
- When necessary, guide customers through an evaluation process for annual license renewals and potential product expansions.
- Manage a portfolio of 100+ customers w/an overall value of ~$750k.
- Develop a strategy to meet and exceed quarterly goal of 105%+ net retention of annual renewable dollars and Ideal Customer Profile customers
Compensation
Customer Success Manager’s base salary is $60,000/ year with first year on-target earnings being $78,000. The OTE of a fully ramped Customer Success Manager is $98,000/year. Commission is based on total annualized revenue retention.
In addition, you’ll receive fully covered health/dental/vision insurance, and other benefits like a 4day workweek, educational budget, wellness credit, and social events, not to mention an endless supply of job satisfaction!
Location
This position is remote for candidates located in Eastern and Central time zones in the U.S.
Feathr is located in Gainesville, FL (home of the Gators!), and we ask our Flockers to visit our HQ for our quarterly full-company I-Wings meetings – travel and accommodation costs are on Feathr. This is a great opportunity to meet the Flock and to get to know your peers and virtual friends in-person.
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.
- Information Screening - The Talent Acquisition Team will invite candidates that move forward to a 30-minute virtual interview. This conversation will be focused on relevant work experience, compensation, role overview, and answering any questions you have.
- Work Assignment & Manager Interview - Candidates will be given a small project to complete that is relevant to the work you can expect in the role. The completion of the assignment should not take more than 1 hour.
You’ll present your work to the Sr. Director of Customer Success and Team Manager during a 45-minute Manager Interview.The goal is to learn more about your thought process and offer feedback around your project.
- Panel Interview - 1 hour interview with three key members of the team. This interview will dive deeper into the role, technical knowledge, and requirements of the position.
- Offer - The Talent Acquisition Team will reach out with the details of the informal offer for discussion. After all the details of the informal offer are finalized, the formal offer will be sent,
The Informal Offer 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.
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.
- 4 day workweek
- 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
You can read more about Feathr's decision to move to a 4-day workweek here.
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: Am I incrementally improving something or delaying perfection?
- Ambition: Am I staying in my comfort zone as opposed to learning and communicating what is necessary to solve
- the real challenges?
- Clarity: Is my audience understanding what I’m communicating?
- Trust: Am I being sincere and trusting others to do the same?
- Service: Am I expecting more from myself than from others?
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.
Compensation Range: $78K - $98K