Customer Success Manager

About Kindsight: Kindsight builds technology that helps fundraisers make a difference. For decades, Kindsight has supported the education, healthcare, and nonprofit sectors with fundraising tools and the largest charitable giving database on the market. And as the giving sector evolves, so does Kindsight. As the leader in fundraising intelligence, Kindsight leverages real-time data and AI to help thousands of organizations around the world identify, manage, and engage with donors - at any scale. With purpose-built CRMs that corral all of that donor information and campaign tracking into one place, donor prospect research tools that offer proactive insights and real-time donor intel, and generative AI that creates personalized, meaningful content drafts at scale, Kindsight’s product suite is truly changing the game for donor fundraising.Position Summary:Our Customer Success Managers play a pivotal role in ensuring the satisfaction, retention and growth of the Kindsight customer base. They are primarily responsible for supporting our customers in achieving value by understanding their needs and objectives, building strong relationships and delivering an outstanding experience. Our CSMs monitor customer adoption, analyze data to identify trends and insights, and provide strategic guidance to help customers achieve their desired outcomes. Ultimately, Customer Success Managers are dedicated to maximizing the value that customers derive from the company's products or services, driving long-term success for both the customers and the company. What You’ll Do:Build and maintain strong relationships with customers, serving as their trusted advisor and advocate within the companyDrive customer retention and growth among our customers by understanding their needs and objectives and helping them achieve their desired outcomes and success in their mission Proactively monitor customer usage and satisfaction, analyzing data and feedback to identify trends and insights to enable successful adoption of our products Maintain a regular cadence of communicating with customers to provide expert coaching to enable them to maximize the value they derive from our products Identify opportunities to upsell or cross-sell additional products or services to customers, driving revenue growthIdentify at-risk customers and develop strategies to mitigate churn, including proactive outreach and interventionCreate positive experiences for customers that drive a positive Net Promoter Score (NPS) Identify opportunities for customers to act as Kindsight advocates to provide testimonials, case studies and references Marshall resources across the iWave teams as needed to support customers’ needs Represent the voice of the customer to better inform our sales process and product roadmap Some travel to conferences and customer sites may be required What We’re Looking For:Bachelor's degree in business administration, marketing, communications, or a related field (or equivalent experience). 3+ years in Customer Success, Relationship Management, Partner or Account Management in a SaaS environment Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers at all levelsStrong problem-solving abilities, with a proactive and resourceful approach to addressing customer needs and challenges Analytical mindset, comfortable working with data to derive insights and make data-driven decisions. Curiosity, willingness to learn and ask questions of the customer. Detail-oriented and organized, with the ability to manage multiple customers and projects simultaneouslyProven success in driving customer retention and expansion Familiarity with Salesforce, Gainsight, MS Office and Google Suite Passion for delivering exceptional customer experiences and driving long-term customer successExperience working with and a passion for non-profit organizations Empathetic, positive attitude with a desire to help our customers reach their goals Results-driven mentality, with a bias for speed and action Compensation Range: $55,000 - $90,000 CAD OTE annually, based on experience, market benchmarks and role complexity. We aim to offer fair, competitive pay that reflects your skills and the market.This advertised position is for an existing vacancy at Kindsight. At Kindsight, we’re proud to be a place where everyone belongs and has an equal opportunity to contribute, thrive and grow. We hire based on skills, potential, and impact, and we believe our differences fuel innovation. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. We’re building a workplace where everyone h