Fast Facts

YourMembership is seeking a Customer Success Manager to enhance client relationships and ensure the successful use of its SaaS-based association management software.

Responsibilities: Manage customer relationships, drive retention and expansion through effective communication, and maintain accurate records of customer status using Salesforce.

Skills: Required skills include excellent communication, organizational skills, team collaboration, and experience with customer success or account management in a SaaS context.

Qualifications: A minimum of 5 years of relevant experience in customer success, account management, or in associations and nonprofit organizations is preferred.

Location: This is a remote position based in the US.

Compensation: Not provided by employer. Typical compensation ranges for this position are between $65,000 - $95,000.

Overview

We are seeking a Customer Success Manager (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. 

Responsibilities & Qualifications

Position Summary

The Customer Success Manager (CSM) is the primary relationship owner and account contact for an assigned subset of YourMembership’s customers. A CSM is responsible for establishing and maintaining a healthy relationship between YourMembership and assigned customer. Healthy relationships result in adoption (customers’ 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 customers’ needs, creatively generating 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 customers, serving as the primary account contact and escalation path. 
• Drive customer retention (renewal) through proactive and responsive communication, creation and communication of solutions, and explanation and negotiation of contracts 
• Drive customer expansion through identification of needs, creation and communication of solutions, and explanation and negotiation of contracts 
• Drive customer 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 customer's renewal opportunities, expansion opportunities, and overall health and sentiment using Salesforce and established processes 
• Gather feedback from customers 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 customer 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: customer 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 customers, multiple tasks, and meet deadlines with minimal supervision 

Total Rewards

About Us

Momentive Software amplifies the impact of over 30,000 purpose-driven organizations in over 30 countries. Mission–driven organizations and associations rely on the company’s cloud-based software and services to solve their most critical challenges: engage the people they serve, simplify operations, and grow revenue. Built with reliability at the core and strategically focused on events, careers, fundraising, financials, and operations, our solutions suite is bound by a common purpose to serve the organizations that make our communities a better place to live. Learn more at momentivesoftware.com

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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