Manager, Customer Success - Beneficial Deployments

Responsibilities

• Directly manage and develop a team of 4–8 Customer Success Managers supporting strategic nonprofit accounts.
• Serve as a player-coach by owning strategic accounts, driving outcomes for high-impact partnerships, and modeling best-in-class customer success practices.
• Shape account strategies that nurture growth and deepen impact within nonprofit and mission-driven organizations.
• Support nonprofit product launches by partnering with Product, Marketing, Partnerships, and Sales and ensuring customers realize promised value.
• Coach team members on change management, adoption, value realization, and expansion methodologies.
• Join strategic customer engagements and escalations with C-level stakeholders.
• Help shape systems integrator and implementation partner models.
• Represent the company at sector convenings and customer-facing forums focused on AI adoption in the nonprofit and mission-driven sector.
• Build scalable customer success processes, including success planning frameworks, QBR templates, and sector playbooks.
• Partner with Sales on expansion opportunities, handoffs, and aligned account strategies.
• Collaborate with Product, Engineering, Partnerships, Marketing, and Policy to advocate for customer needs.
• Contribute to hiring, onboarding, and training initiatives.
• Establish an AI-first, innovation-focused team culture and deepen team expertise.
• Conduct 1:1s, performance reviews, and career development planning.
• Serve as an escalation point for at-risk accounts and complex customer situations.
• Develop customer advocacy programs, including case studies, testimonials, and communities of practice.

Requirements

• 7+ years of experience in customer success, account management, or customer-facing roles, including nonprofit experience.
• 3+ years of frontline management experience.
• Proven ability to drive value realization and measurable customer outcomes.
• Working knowledge of consumption-based and seat-based business models.
• Understanding of nonprofit operational realities, including budget cycles, grant funding, board governance, and resource constraints.
• Experience managing and building customer success teams in nonprofit, SaaS, API, or AI/ML companies.
• Technical fluency with AI/ML products and ability to navigate technical conversations.
• Strong executive presence with customer technical and business leaders.
• Strong business acumen, including articulating value, calculating ROI, and driving business outcomes.
• Ability to balance strategic thinking with tactical execution.
• Experience building customer success processes, playbooks, and operational frameworks.
• Ability to use data to drive team and customer outcomes.
• Demonstrated ability to coach customer success professionals and improve performance against KPIs.
• Track record of achieving team targets for expansion, retention, and customer satisfaction.
• Passion for responsible AI development.

Education

• Bachelor’s degree or equivalent combination of education, training, and/or experience.
• Relevant field of study demonstrated through coursework, training, or professional experience.

Compensation and Benefits

• Annual compensation range: $265,000–$320,000 USD.
• The company expects staff to work from an office at least 25% of the time under its location-based hybrid policy.
• Visa sponsorship may be available depending on the role and candidate.