Customer Growth Manager

Upgrade and Growth Enablement

• Own the process for upselling and upgrading existing customers, recommending the correct plan or credits based on usage, customer needs, and revenue growth goals.
• Analyze customer usage data to identify upsell opportunities and deliver recommendations to Customer Success Managers or directly to customers.
• Collaborate with Customer Success to implement scalable strategies for handling upgrades while reducing the administrative burden on others.
• Act as a liaison between Sales, Customer Success, and Operations teams to ensure alignment on renewal actions, upgrade opportunities, and retention strategies.
• Communicate effectively with internal stakeholders to facilitate seamless handoffs, accurate reporting, and consistent messaging to customers.

Agency Onboarding Support

• Process new customer referrals from agency partners by collecting required information via web forms and ensuring seamless integration into Salesforce.
• Manage the onboarding workflow for these customers, including agreement creation, billing setup, and account activation.
• Work closely with Customer Success and Sales teams to ensure agency-referred clients are properly supported and onboarded efficiently.

Renewals and Retention Leadership

• Ensure timely and successful renewals by maintaining visibility into upcoming renewal opportunities 1–2 quarters in advance.
• Develop and maintain forecasting processes for renewals, churn, and upgrades, providing clear and accurate forecasts on a quarterly and annual basis.
• Develop renewal KPIs that align with the company’s retention and growth objectives.
• Implement proactive strategies to manage renewals, including early identification of at-risk accounts and targeted engagement to address potential risks.
• Monitor trends and customer data to identify risks and opportunities, enabling data-driven decision-making and strategy adjustments.

Process Improvement and Best Practices

• Continuously evaluate and refine processes for renewals, upgrades, and onboarding to enhance efficiency, customer satisfaction, and revenue retention.
• Research and implement industry best practices in SaaS customer growth management, focusing on scalability and customer-centric approaches.
• Develop clear documentation and training materials to support internal teams and agency partners in adopting new processes.

Minimum Qualifications

• 3+ years of experience in customer success, renewals, or account management within a SaaS organization.
• Demonstrated expertise in forecasting, analytics, and proactive account management.
• Strong strategic and operational skills, with the ability to balance short-term execution with long-term growth objectives.
• Proficiency in Salesforce and analytics tools, with a data-driven mindset.
• Excellent communication and collaboration skills, with the ability to influence cross-functional teams and executive leadership.

Preferred Qualifications

• Experience managing customer relationships in nonprofit SaaS markets.
• Strong knowledge of renewals reporting, pricing strategy, negotiation and risk mitigation.
• Familiarity with agency-based customer relationships and processes.
• Experience designing scalable workflows for onboarding and renewals in a SaaS environment.
• Familiarity with Winning by Design go-to-market revenue growth models is a plus

Role Details

• This is a remote WFH position based in the Raleigh/Durham, NC market area
• The role will report to the Vice President of Sales and Operations

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice as business needs evolve. Tatango, Inc. is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.