About the Customer Success Manager position

Gravyty Customer Success Managers are the backbone of our relationships with our customer base. Each is responsible for managing a defined book of business to ensure customers successfully deploy, adopt, and maintain Gravyty solutions and continue to renew their licenses year-over-year. Customer Success Managers are highly motivated customer relationship leaders that secure long-term relationships, drive adoption of our tools, generate referrals, identify up-sell and cross-sell opportunities, and drive customer loyalty. An exceptional Customer Success Manager strives to understand our customer’s advancement needs and how Gravyty can help them to achieve their goals. Our next Customer Success Manager will have fundraising experience.  We're in need of an experienced Customer Service Manager to provide excellent customer service and inspire this kind of outstanding service throughout the organization. Your primary goal will be to keep the department running in an effective, productive and profitable manner; and to increase customer satisfaction, loyalty and retention.

Customer Success Manager Responsibilities

  • Maintain an orderly workflow according to priorities
  • Adhere to and manage the approved budget
  • Manage resources and use available assets to achieve qualitative and quantitative targets
  • Keep ahead of industry developments and apply best practices to areas of improvement
  • Recruit, coach, and develop customer service agents. Create an environment where they can excel through encouragement and empowerment
  • Review statistics and compile accurate reporting
  • Keep accurate records and document customer service actions and discussions
  • Perfect service procedures, policies, and standards
  • Set a clear mission and deploy strategies focused towards that mission
  • Take ownership of customers' issues and follow problems through to resolution
  • Oversee and actively participate in the implementation and training of Gravyty Solutions to drive usage and adoption.
  • Advance customer service experience, create engaged clients and promote organic growth

Customer Success Manager Requirements

Experience in fundraising

Expertise in providing customer service support

Proficiency in English

Recognition of industry’s latest technology trends and applications

Strong client-facing and communication skills

BS degree in Business Administration or related field

Some proven working experience as a customer service manager

Great understanding of management methods and techniques

Working knowledge of customer service software, databases, and tools

Capacity to think strategically and to lead

Advanced troubleshooting and multi-tasking skills