Client Success Manager (Remote)

Overview:

We are seeking a Client Success Mananger (Remote to join our growing team!

YourMembership

With 25+ years of experience, YourMembership was designed to help small to mid-sized organizations deliver great member experiences and streamline their workloads. As the leading SaaS-based association management software in the industry, YourMembership is built on a foundation to ensure our customers’ success. Our cloud features and security measures are of the highest quality and constantly enhanced to deliver world-class stability and confidence. Organizations lean on YourMembership to easily manage membership activities, boost member engagement, and increase non-dues revenue. Learn more at yourmembership.com. 

Position Summary

The Client Success Manager (CSM) is the primary relationship owner and account contact for an assigned subset of YourMembership’s clients. A CSM is responsible for establishing and maintaining a healthy relationship between YourMembership and assigned clients. Healthy relationships result in adoption (clients’ successful use of YourMembership to meet their organizational needs), retention (on-time subscription renewal with appropriate price increase), account expansion (adding YourMembership features and services + adding other Momentive Software products). This is accomplished through discovering and understanding clients’ needs, creatively engineering solutions for those needs through YourMembership and other Momentive products and services, skillfully communicating via videoconference, phone, and email, and negotiating contract details to win deals.

A Day in the Life

• Contribute to a positive team culture centered on serving clients 

• Own and foster the relationship between YourMembership and assigned clients, serving as the primary account contact and escalation path. 

• Drive client retention (renewal) through proactive and responsive communication, creation and communication of solutions, and explanation and negotiation of contracts 

• Drive client expansion through identification of needs, creation and communication of solutions, and explanation and negotiation of contracts 

• Drive client satisfaction and success through proactive outreach, utilization and account reviews, and responding to client challenges, complaints, and survey responses 

• Maintain accurately the status of each client’s renewal opportunities, expansion opportunities, and overall health and sentiment using Salesforce and established processes. 

• Gather feedback from clients about their experience with YourMembership’s product, support, and services, and share that feedback with relevant team to contribute to improvement of the experience for all clients 

• Complete continuous learning and maintain an expert-level knowledge of the product platform and industry best-practices. 

• Follow established processes for the client success team, and provide input to improve those processes.  

• Collaborate with team members to meet other company objectives 

We are looking for someone who brings

Experience:  

• Requires at least 5 years of experience in areas related to Momentive’s business: client success, account management, sales, or services, especially in a SaaS context. 

• OR Requires at least 5 years of experience in areas related to Momentive’s customer base: associations, membership organizations, nonprofit organizations, especially in management

Computer/Technical:  

• Expert knowledge of the YourMembership product platform, or ability to gain it through training 

• Ability to use customer relationship management software; experience using Salesforce is a plus 
• Ability to use or learn Microsoft Office tools: Outlook, Teams, Excel, PowerPoint, Word. 

Other Skills:  

• Demonstrated teamwork skills and ability to influence peers and leaders in a positive way 

• Excellent verbal and written communication, organization, and follow up skills, including comfortability communicating with executives and other decision-makers 

• Excellent judgement in decision-making, especially when balancing the needs of clients, team members, the company, and other stakeholders 

• Proven ability to handle a high-volume of assigned clients, multiple tasks, and meet deadlines with minimal supervision 

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Accommodations

Momentive Software welcomes and encourages applications from people with disabilities.  Reasonable accommodations are available, on request, for candidates taking part in all aspects of the selection process.

About Us

Momentive Software – leveling the playing field between for-profits and purpose-driven organizations

Momentive Software provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events, raise funds to enable their mission, and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Momentive Software. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.

Why work here?

Good People, Doing Good Things: Employees at Momentive Software are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.

• Medical, Dental & Vision Benefits
• 401(k) Savings Plan & Company Match
• Flexible Planned Paid Time Off
• Generous Sick Leave
• Casual Environment
• Purpose-Driven Culture
• Work-Life Balance
• Passionate About Community Involvement
• Company Paid Parental Leave
• Company Paid Short Term Disability
• Remote Flexibility

Momentive Software actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All persons hired will be required to verify identity, minimum age of 18, eligibility to work in the United States (without sponsorship), and to complete the required employment eligibility verification form upon hire.

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