FrontStream is looking for a technically savvy Customer Success Manager who possesses a strong drive for results. Duties for the Customer Success Manager will include a broad range of tasks such as booking and delivery business reviews, strengthening ongoing customer relationships, implementing success programs, contributing to sales, onboarding, and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

Successful candidates must be goal-oriented, proactive, persistent, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

Why Work at FrontStream:

· Competitive base salary

· Fun work environment with collaborative environment and opportunity for growth

· Health, Dental and Vision Insurance and Retirement 401K Benefit options

· Generous time-off and 10 paid holidays

Key responsibilities include, but are not limited to:

• Manage a portfolio of key clients
• Identify attrition risks and develop custom retention plans
• Meet goals for client retention and growth
• Clearly and confidently deliver client presentations
• Persistence in developing client relationships and delivering a baseline volume of touchpoints
• Identify opportunities for customer growth and improved experience
• Develop content Evaluate and improve tutorials and other communication infrastructure.
• Drive resolution of escalated account issues in coordination with Billing, Support, and other departments.
• Gain and maintain an expert knowledge of FrontStream’s products and services
• Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks.
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

Requirements include:

• Bachelor’s Degree
• 3-5 years of experience in or Customer Success or Sales position
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate for the use of the product to service to be solid
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• Ability to establish milestones and keep all team members on task
• Experience analyzing and optimizing the existing processes in the Customer Success department

The company is headquartered in Reston, VA with an additional office in Toronto, ON.

FrontStream is an equal opportunity employer.

FrontStream is the industry leading organization of SaaS fundraising solutions for non-profits. We provide an integrated, enterprise-wide fundraising platform for all your fundraising, auction, donor management, corporate social responsibility (CSR), and payment processing needs via our leading social innovation products.

Over 10,000 non-profit and corporate customers use our Intelligent Engagement Platform in the US, Canada, Australia, and the UK.