Customer Success Manager, Senior Manager

Overview

In this role, you will be the trusted advisor for Signature Success nonprofit and NGO customers, driving platform adoption, operational success, and long-term value. You’ll coordinate services across teams to deliver outcomes, manage escalations, and support renewals and growth. You’ll work closely with executive stakeholders to translate complex capabilities into business benefits, shaping customer success at scale. This is a strategic, cross-functional role at the heart of our nonprofit-focused mission.

Responsibilities

• Be the primary point of accountability for Signature Success customers, ensuring retention and growth
• Build and manage relationships with executive stakeholders, IT leadership, and business teams in nonprofit/NGO orgs
• Drive success through platform adoption, optimization, proactive guidance, and strategic planning
• Advise customers on Salesforce capabilities, releases, best practices, and risks
• Coordinate Signature Success services and collaborate with internal teams to achieve outcomes
• Advocate for customers during critical incidents and escalations with effective communication
• Support renewal and expansion by demonstrating ongoing customer value

Key requirements

• 8+ years in Customer Success, Technical Account Management, Salesforce consulting, Solutions Architecture, or SaaS advisory roles
• Experience with Salesforce Nonprofit Cloud or a comparable CRM platform
• Strong experience managing enterprise customer relationships and executive stakeholders
• Ability to translate technical concepts into business-focused recommendations
• Excellent communication, presentation, and stakeholder management skills
• Experience leading cross-functional collaboration in complex customer environments

• stakeholder management
• communication
• presentation
• Salesforce Nonprofit Cloud or a comparable CRM platform
• Salesforce certifications (Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant)
• Enterprise SaaS advisory experience

…