As a Manager of Nonprofit Customer Success, you will lead a team of Customer Success Managers (CSMs) focused on scaling the nonprofit vertical within our business. You will own a set of accounts, manage and grow a team, and build systems and processes to help scale the customer success organization at Windfall in the years to come.
We’re on a mission to change how organizations perceive and use people data. And we hold true to our core values of: (1) Be an excellent communicator; (2) Operate with transparency; (3) Provide leverage, not optimization; (4) Make a difference every day; and (5) Act with integrity and trust.
Responsibilities:
Scale the end-to-end customer experience, including onboarding, product adoption, usage, and implementation of best practices and growth Train, develop, and mentor a team of 7 Customer Success ManagersLeading our recruiting strategy to attract and hire high-quality candidatesCoach the team to deliver value for our customers by enabling them to use Windfall’s solution to meet their business objectivesCoach the team to develop and execute a comprehensive Account Growth Strategy (e.g., land-and-expand strategies, value mapping) to significantly increase usage, adoption, and ultimately, lifetime value and revenueCoach the team to identify new opportunities within nonprofit accounts, including potential for increased fundraising and enhanced analyticsLead Executive Business Reviews (EBRs) with client C-level/SVP sponsors, focused on quantifiable Return on Investment (ROI), realized business value, and alignment on future strategic objectives Coach the team to proactively manage relationships within customers’ teams, including multi-threading across departments and levels, and adapting to customer team hires and departuresServe as a trusted advisor and industry expert, translating Windfall's data intelligence into high-impact business outcomes for the client Develop internal playbooks and customer-facing content, including best practices guides and thought leadership piecesDevelop and implement efficient processes to enhance customer engagement and satisfactionLead strategic initiatives and influence the Customer Success roadmap by synthesizing the needs of our nonprofit customers and translating them into actionable organizational improvements Partner with other Windfall departments on internal enablement, webinars, and internal or customer-facing documentation Lead efforts to validate and enhance the effectiveness of Windfall's offerings through product feature requests, feedback, and discussions
Requirements:
At least 8 years of experience in analytical, customer-facing roles (e.g., customer success, consulting, solution consulting, implementations, growth strategy), with a minimum of 3 years leading Customer Success teamsExperience developing success plans and orchestrating cross-functional dynamics to drive positive outcomes with customersExceptional forecasting acumen and operational rigor, with proven experience identifying risk and growth signals to maintain forecast accuracy and drive commercial discussions Demonstrated success with navigating large organizations, driving adoption and expansion, and cultivating executive relationships/sponsorshipDeep understanding of how data intelligence impacts go-to-market strategies, specifically in areas like digital marketing and performance measurement Established track record of building relationships and presenting to Directors, VPs, and C-level executivesPassion for learningExperience with CRMs (e.g. Salesforce or Bloomerang)Strong presentation design and delivery skillsHighly organized with good attention to detailExcellent verbal & written communication skills
Preferred Requirements:
Bachelor's degree from a top-tier university, MBA a plusBackground in nonprofit fundraising Understanding of consumer financial data, signals of wealthBasic knowledge of data science
About Windfall
Windfall is a people intelligence and AI company that gives go-to-market teams actionable insights. By democratizing access to people data, organizations can intelligently prioritize go-to-market resources to drive greater business outcomes. Powered by best-in-class machine learning and artificial intelligence, Windfall activates insights into workflows that engage the right people for each respective organization. More than 1,500 data-driven organizations use Windfall to power their business. For more information, please visit
www.windfall.com.
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