Director Of Customer Success

About Us

Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors.

We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving.

Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the world’s leading nonprofits

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We also recognize the importance of giving back and making a difference in the communities where we live and work. That's why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve.

We take our work seriously, but we don’t take ourselves too seriously. We believe that life is too short not to love what you do.

The ideal candidate for Virtuous embodies our values by :

Asking questions with a spirit of curiosity

Giving feedback freely with candor & grace, welcoming it in return

Displaying a passion for philanthropy and technology

Serving with joy. Everyone is willing to make the coffee!

Celebrating the wins & milestones of others

Assuming good intent & demonstrating trust in others

Pursuing relationships with people different from themselves & creates space to be human

Find our core values & more here .

Candidates local to Phoenix, AZ will be prioritized at this time

Position Summary

We are seeking a strategic and results-driven Director of Customer Success to lead our quota carrying Mid Market and Enterprise Customer Success teams.

Reporting to our Chief Customer Officer, you will be responsible for ensuring our customers achieve their desired outcomes while maximizing the value they receive from our products and services.

You will also own retention and expansion for all Virtuous customers across all Virtuous products. This role requires a blend of people leadership, strategic thinking, and hands-on execution to drive customer retention, renewals, and revenue growth.

Responsibilities

Own and optimize customer journey

Establish and promote a vision for an exceptional end-to-end customer experience tailored to the unique needs of nonprofits

Create standardized Success Plans for customers across all Virtuous product lines, ensuring consistency and excellence in service delivery

Define and oversee key lifecycle processes, including the executive sponsor program to build strategic relationships, executive business Review processes to assess satisfaction and growth opportunities, and renewal and expansion playbooks to drive customer renewals and product usage

Develop standard presentation materials for lifecycle plays, ensuring all customer-facing teams have the tools they need to effectively communicate value and progress

Personally manage escalations from your direct reports, and follow a methodical escalation process to Chief Customer Officer and / or customer executive sponsors

Drive customer value

Collaborate with Director of Customer Onboarding and Services to optimize time to value

Understand change management best practices for nonprofits

Enable CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor

Define, drive, and demonstrate the value (ROI) delivered to customers

Collaborate with Marketing to generate customer facing resources that enable CSM retention and expansion opportunities

Lead cross-functionally to drive customer success

Define organization-wide responsibilities for each stage of the customer journey

Gather feedback from other departments, including Sales, Services, Support, Product, and others, to improve the customer experience

Collaborate with other Virtuous leaders to refine company-wide definition of ideal customer profile

Help foster company-wide culture of Customer Success

Maximize CS specific platforms and tools

Facilitate the adoption of essential processes in ChurnZero

Ensure ChurnZero is our company’s single source of truth for customer health

Create and / or refine dashboards to measure customer success

Work with CCO and CX Operations Manager to refine ChurnZero ChurnScores periodically over time

Generate strategies for high-touch teams to leverage ChurnZero and enhance low-touch digital customer journeys

Own key metrics for your team and for Virtuous

Gross renewal rate

Net renewal rate

Expansion revenue

Virtuous Payments Growth Rate

Customer generated stage 2 pipeline for sales

Employee NPS

Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and upsell rates

Recruit, mentor, and inspire a world-class team

Build a pipeline of great CSM candidates to meet the needs of our quickly growing team.

Establish an effective interview process

Establish performance expectations and growth paths for team members and provide regular relevant feedback

Transition out underperforming team members

Develop enablement strategies for CSMs

Cultivate a culture of customer delight by adopting a "best for Virtuous, best for the customer" approach.

Revise CSM compensation plans annually or as necessary

Determine the segmentation of the customer base and align the team structure and levels accordingly

You Must Have

6+ years of experience in Customer Success or Account Management roles, with at least 3+ years in a leadership capacity

Experience overseeing managers

Proven track record of managing a Customer Success team and driving team performance metrics

Strong understanding of SaaS business models and experience in a SaaS environment

Nonprofit knowledge and experience preferred

Exceptional leadership, communication, and interpersonal skills

Analytical mindset with the ability to interpret data, draw insights, and make data-driven decisions

Experience implementing and / or managing customer success platforms or CRM systems (e.g., Hubspot, ChurnZero) is a plus

What We Offer

Market competitive pay leveraging Carta data

Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)

401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days

We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO

Supportive time off including paid volunteer days and company holidays

Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)

We pride ourselves on Community and host exciting company outings and events.

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