VP of Customer Success
EverTrue
Date: 6 days ago
City: Remote, Remote
Salary:
$160,000
-
$180,000
per year
Contract type: Full time
Remote
Who we are:
EverTrue is the leading advancement software that supports fundraising efforts at educational institutions and non-profit organizations. EverTrue merged with ThankView in October 2021 in an effort led by Rubicon Technology Partners. We are a fun, smart, mission-driven team that is passionate about the work we do!
Our mission is to build relationships, inspire generosity, and improve lives. By connecting institutional data with dynamic insights from various integration partners, we provide education fundraising professionals with everything they need to engage alumni, raise support, and measure success. Today, hundreds of higher-education and K-12 institutions rely on EverTrue to better engage, identify, prioritize, and manage their fundraising prospects.
We are a remote-first, U.S.-based company supporting employees in over 30 states with our team striving to share knowledge, celebrate accomplishments, think creatively, and have fun along the way.
At EverTrue, we recognize it's unrealistic for candidates to fulfill 100% of the criteria in a job posting. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you're willing to learn and evolve alongside us, join our team!
EverTrue is an equal opportunity employer and is committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We embrace diversity, equity, and inclusion to enhance employee engagement, client satisfaction, and external partnerships/relationships. We believe that the more inclusive we are, the better we will be together. Diversity is not something we do, it's who we are.
Who you are:
EverTrue is the leading advancement software that supports fundraising efforts at educational institutions and non-profit organizations. EverTrue merged with ThankView in October 2021 in an effort led by Rubicon Technology Partners. We are a fun, smart, mission-driven team that is passionate about the work we do!
Our mission is to build relationships, inspire generosity, and improve lives. By connecting institutional data with dynamic insights from various integration partners, we provide education fundraising professionals with everything they need to engage alumni, raise support, and measure success. Today, hundreds of higher-education and K-12 institutions rely on EverTrue to better engage, identify, prioritize, and manage their fundraising prospects.
We are a remote-first, U.S.-based company supporting employees in over 30 states with our team striving to share knowledge, celebrate accomplishments, think creatively, and have fun along the way.
At EverTrue, we recognize it's unrealistic for candidates to fulfill 100% of the criteria in a job posting. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you're willing to learn and evolve alongside us, join our team!
EverTrue is an equal opportunity employer and is committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We embrace diversity, equity, and inclusion to enhance employee engagement, client satisfaction, and external partnerships/relationships. We believe that the more inclusive we are, the better we will be together. Diversity is not something we do, it's who we are.
Who you are:
- (Required) You have at least 6 years of progressively responsible and successful experience in customer success, sales, and/or account management in a comparable business environment. At EverTrue, fundraising solicitation is also considered sales.
- (Required) You have at least 2 years of experience managing teams.
- You have excellent verbal and written communication skills tailored to both external and internal audiences. This includes documentation, playbooks, complex communication plans, strategic partnership conversations, and more.
- You have a proven ability to build executive-level relationships with customer contacts to support Customer Success Managers in retaining and expanding the business.
- You have the determination and grit required to work at a growing start-up, as well as the patience to help customers win.
- You enjoy working in an evolving and fast-paced environment and remain committed to ongoing learning and progression within your role.
- You're a relationship-builder who seeks to engage meaningfully with your colleagues and customers.
- You can lead a team through effective people management, team motivation, and collaboration.
- You are comfortable representing the customer voice at the management level, advocating for our mission and product to better support those we serve.
- You have experience in the non-profit market (preferred) and possess knowledge of the non-profit market (required).
- As the VP of Customer Success at EverTrue, you'll lead our customer-facing teams through every stage of the customer journey, from onboarding to success, renewal, and advocacy. Your dynamic leadership will drive customer satisfaction and retention, while fostering strong relationships with our education clients. You'll also focus on developing and mentoring your team, helping them grow and excel in their roles. Your efforts will directly contribute to the expansion of EverTrue's customer base, turning satisfied clients into advocates and driving long-term growth through referrals.
- You will define processes and documentation for account-based revenue, customer lifecycle management, and team goals to drive alignment and growth.
- You will manage a team of customer success managers at varying levels, develop onboarding and progression plans, create compensation structures, and conduct regular performance reviews with feedback.
- You will oversee renewal opportunities, account allocation, and pipeline management. You will also coordinate upsell/cross-sell initiatives with sales and marketing, while forecasting and reporting trends to management and the Board.
- You will partner with sales on team selling efforts, ensuring current customers are aware of additional product offerings and are passed off to sales reps for cross-sell opportunities.
- You will work closely with the VP of Customer Operations to ensure a seamless implementation and enablement process for both new and existing customers.
- You will gather and relay customer feedback to help shape the product roadmap, collaborate with the VP of Product on new partnerships and product rollouts, and act as the escalation point for customer issues.
- You will lead CSM involvement in EverTrue events, represent the customer voice in marketing content, and manage customer education and training programs.
- You will ensure a smooth contract process and payment fulfillment for customers, and collaborate with the Director of Finance on compensation plans for the customer success team.
- We offer competitive compensation, with the range for this role being $160K-$180K OTE, we also cover 80% of your healthcare premium, we're a remote first environment with no plans to return to office, and our best happiness and well-being perks are valued at $25K.
- Take a True Adventure on us, after your first year we'll give you $2,000 to go on vacation, and enjoy your True Birthday, where you'll get your birthday off, and EverTrue will donate to a charity of your choice.
- Develop yourself with our True Growth perk which allows you a stipend to invest in yourself personally and professionally
- When it comes to work life balance, we offer discretionary time off, 12 holidays, 8 sick days, half-day summer Fridays, a recharge week at the end of the year, and monthly Flex Fridays
- We want to ensure that you are excited, happy, and find fulfillment in your work.
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