Enterprise Customer Success Manager

Job Title: Enterprise Customer Success Manager

Department: Customer Success
Reports To: VP, Client Services
Job Status: Full Time (Salary & Variable Pay)
Location: Onsite (PEI) or Remote (Canada or USA)

About Kindsight

Kindsight is revolutionizing nonprofit fundraising with our Fundraising Intelligence platform, leveraging big data, AI, and automation. We empower nonprofit, education, and healthcare organizations to optimize their fundraising with the most innovative CRM solution, ascend, combined with iWave's rich donor insights and NonprofitOS's revolutionary AI content creation capabilities. Our mission is to help nonprofits have the right conversation, with the right donor, at the right timeevery time.

Our enterprise clients include prestigious organizations like Princeton, UC Berkeley, Johns Hopkins University & Medicine, Silicon Valley Community Foundation, and more.

Position Summary

The Enterprise Customer Success Manager (CSM) will play a critical role in ensuring customer satisfaction, retention, and growth. By building strong relationships and delivering exceptional service, you will help clients maximize their value from the ascend platform and Kindsights suite of solutions. Your primary focus will be on driving product adoption, fostering expansion opportunities through upselling and cross-selling new product offerings, and ensuring customers achieve their fundraising goals using Kindsights tools.

This is a strategic role requiring collaboration with key decision-makers and stakeholders to position Kindsight as a long-term partner in their success.

What Youll Do

• Customer Success & Relationship Building:
  • Serve as a trusted advisor to enterprise-level clients, understanding their unique challenges, goals, and priorities.
  • Build and maintain deep, meaningful relationships with key stakeholders to ensure client satisfaction and loyalty.
  • Partner with clients to develop and execute success plans tailored to their objectives.
• Drive Expansion Opportunities:
  • Identify opportunities for upselling and cross-selling Kindsights products and services.
  • Proactively introduce new features, products, and capabilities to enhance client value.
  • Drive account growth and expansion and exceed your account revenue sales targets.
• Product Adoption:
  • Support clients in leveraging ascend, iWave, and NonprofitOS to their full potential, driving adoption and usage across teams.
  • Deliver training, webinars, and resources to ensure clients gain fast time to value and ROI.
• Retention & Escalation Management:
  • Monitor customer health and satisfaction metrics, addressing potential risks early.
  • Manage escalations with professionalism and urgency, ensuring positive resolutions.
• Collaboration & Feedback:
  • Work cross-functionally with Product, Sales, Support, and Marketing to advocate for client needs and improve their overall experience.
  • Provide feedback on client use cases and challenges to inform product development and enhancements.
• Performance Metrics:
  • Achieve key targets including expansion revenue, net retention rates, product adoption KPIs, and revenue growth through upsells and cross-sells.

What Were Looking For

• Experience & Skills:
  • 5 years in Sales, Customer Success, Account Management, or Relationship Management in a SaaS environment.
  • Proven success in managing enterprise accounts, driving adoption, and expanding client relationships.
  • Strong understanding of CRMs, nonprofit fundraising workflows, and enterprise SaaS environments.
  • Excellent communication, negotiation, and presentation skills.
  • Proficiency in Salesforce, Gainsight (or similar tools), and productivity platforms (MS Office, Google Suite).
• Mindset & Approach:
  • Customer-centric mindset with a passion for helping clients succeed.
  • Analytical and data-driven approach to decision-making and problem-solving.
  • Collaborative team player, comfortable working with internal and external stakeholders.
• Education:
  • Bachelor's degree in business, communications, marketing, or a related field (or equivalent experience).
• Travel:
  • Ability to travel to client locations and conferences in Canada and the US, as needed.

Why Join Kindsight?

At Kindsight, youll be part of a mission-driven team dedicated to empowering nonprofits and driving meaningful change. Youll work alongside talented professionals who are passionate about creating innovative solutions to enhance fundraising success for organizations that make a difference.

Join us in transforming the nonprofit world, one relationship at a time!