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Customer Success Manager Full Time NEW
About This Opportunity
Feathr is hiring a Customer Success Manager to support its nonprofit-focused marketing SaaS platform, used by over 1,300 nonprofit organizations to improve community engagement and digital marketing outcomes.
In this role, you will act as the primary strategic partner for customers, ensuring they successfully adopt Feathr’s platform, achieve their marketing goals, and continue to see value over time.
You will manage a portfolio of accounts, drive renewals and retention, and guide nonprofit clients through best practices in digital marketing.
This is a customer-facing, strategic SaaS role focused on long-term relationship management, product adoption, and revenue expansion within existing accounts.
Company: Feathr
Accepting Applicants From: Remote from United States (preference for Eastern/Central time zones)
View the full job description and apply directly with Feathr
*Please only apply if you meet the requirements*
What You Will Do
- Customer Account Management
Manage a portfolio of strategic nonprofit accounts
Act as the main point of contact for customer success and adoption
Build long-term relationships with key stakeholders - Product Adoption & Strategy
Serve as a Feathr product expert and advisor
Guide customers on campaign strategy and platform usage
Help customers maximize marketing performance using the platform - Retention & Renewals
Own the full renewal process, including pricing and contract discussions
Identify and mitigate churn risk
Drive account expansion opportunities - Customer Enablement
Lead Joint Success Plans and Quarterly Business Reviews (QBRs)
Train and support customers to independently manage campaigns
Improve customer maturity and platform usage over time - Cross-Functional Collaboration
Work closely with internal teams across Professional Services, Product, and Sales
Track account performance using Salesforce and Planhat
Share customer insights to improve product and service delivery
What They’re Looking For
- Experience
3+ years in Customer Success or B2B SaaS Account Management
Experience driving retention, renewals, and customer value
2+ years experience in digital marketing campaign planning or execution
Nonprofit or association experience is strongly preferred - Customer & Commercial Skills
Strong executive presence and ability to engage senior stakeholders
Experience managing renewals and contract discussions
Ability to identify expansion opportunities within accounts - Marketing Knowledge
Understanding of digital marketing strategies and campaign execution
Ability to advise customers on marketing best practices - Soft Skills
Strong organizational and prioritization skills
Proactive communicator with strong follow-through
Ability to translate technical concepts for non-technical audiences
Strategic thinker focused on long-term account health
Comfortable managing multiple stakeholders (“multi-threading” accounts)
Work Model
- Fully remote role (United States only)
- Preference for Eastern or Central time zones
- Optional work from Gainesville, Florida HQ
- Customer-facing SaaS role with heavy stakeholder interaction
- Regular use of Salesforce and Planhat for account tracking
- Compensation:
Base salary: $75,000 annually
Variable compensation: up to $30,000 (OTE ~$105,000)
Fully remote work
Health, dental, and vision insurance
Paid vacation, sick leave, and holidays
Extended winter break
Parental leave
Wellness reimbursement credit
Home office stipend
Professional development budget
Team events and company culture initiatives
