Virtuous Careers

Director of Customer Success

Position Summary

Virtuous Software is building software to help nonprofits create more good in the world.

The Director of Customer Success position will be responsible for managing a team of Success Coaches to drive Virtuous customer happiness. At Virtuous, the success of our nonprofit customers is vital to the overall success of our company. The Director of Customer Succeess will oversee onboarding, customer support, adoption, retention, and upsell revenue. The Customer Success function impacts the entire company and is an important compliment to the sales and marketing functions. As part of this job a qualified candidate will:

  • Provide detailed training, customer support and implementation programs for our amazing nonprofits
  • Generate future lifetime value through higher product adoption and customer satisfaction
  • Work with sales and marketing to drive new business growth through greater advocacy and referrals
  • Expand our revenue in accounts through up-sells and renewals
  • Provide data mapping and migration services during the implementation process
  • Work with the product, sales and marketing teams to define and optimize the customer lifecycle
  • Develop a trusted advisor relationship with nonprofits and help them accomplish their success outcomes
  • Establish success metrics and provide reporting to the executive team
  • Help guide the software development process by being the voice of the customer to the product team
  • Work with our content team to build valuable content and resources for our clients and potential clients

Experience and Skills

  • Previous experience managing post-sales client support, customer success and/or data migration teams
  • Experience recruiting, managing and inspiring a team
  • Deep understanding of value drivers in recurring revenue business models
  • Willingness to work in a fast-paced, flexible start-up environment
  • A fervent passion for wearing jeans and/or t-shirts to work with a strong preference for wearing both
  • Experience driving to revenue and client satisfaction goals
  • Experience with CRM systems
  • Strong empathy for customers AND passion for revenue and growth
  • Analytical and process-oriented mindset
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree preferred
  • Fluency in the world of blogs, social media and common web-based tools
  • Knowledge of nonprofit organizations with a desire to quickly learn about the nonprofit fundraising space
  • Comfort with data and spreadsheets. Lots and lots of data
  • Knowledge of SQL or data analytics tools like Tableau a plus