Liberal Arts Career Services
Liberal Arts Career Services

Salsa Labs, Client Success Manager, Application Deadline, BTT Gateway Job ID 10261

Fri, May 29, 2015

Explore this position and learn how to apply via your BTT Gateway account, BTT Gateway Job ID 10261 

At Salsa, we’re not your typical SaaS company - we represent a community of more than 2,000 nonprofit and political organizations. We support our clients’ efforts to do everything from ending hunger to eliminating nuclear weapons to providing playgrounds for children. We want our clients to use our software to change the world – and to do that, we need Client Success Managers to inspire each and every client, identify their goals, and act as a trusted advisor to help them adopt Salsa’s tools. 

Client Success Managers report to the Director of Client Services and will "own" a portfolio of premier Salsa clients. Our Client Success Managers are responsible for building and maintaining strong working relationships with Salsa users, acting as an escalation point for issues that impact client success and responding to retention risks and opportunities. As a member of the Client Success Team, this position will aim to expand Salsa adoption, retention, and ultimately, success. Client Success Managers work to become not just Salsa experts, but a valued resource in SaaS organizing technology, best practices, and digital campaign management. 

Job Responsibilities: 
• Professionally manage customer relationships with a portfolio of assigned accounts to ensure consistently high retention rates. 
• Build and maintain strong, trusted working relationships with key decision makers and power users from onboarding to end of client lifecycle. 
• Gain a thorough understanding of assigned client’s needs, campaign objectives, and processes to ensure that they successfully adopt and deploy Salsa. 
• Ensure that customers derive maximum value from Salsa and collaborate with the sales team to help upsell additional services, integrations, and features. 
• Identify risks to client success and aggressively/proactively engage the client whenever there’s an identified retention issue. 
• Closely track client engagement activity and risk potential in Salesforce. 
• Drive resolution of escalated account issues in coordination with Billing, Support, and other departments. 
• Gain and maintain an expert knowledge of Salsa’s products and services 
• Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks. 
• Manage contract related inquiries, questions, and issues from clients and other departments. 
Some Must Have’s: 
• 2+ years working in digital organizing, marketing, or in a Client/Customer Success role for a software company in the nonprofit or organizing space 
• A desire to help nonprofits/campaigns achieve their missions online and a strong interest in digital technology 
• Exceptional communication and relationship management skills 
• Experience with account portfolio planning, management, and prioritization 
• High attention to detail and willingness to get "in the weeds" of a problem in order to understand and solve it 
• Comfort navigating and mediating conflict while being able to foster honest dialog 
• Knowledge of the SaaS organizing marketplace 
• Knowledge of digital organizing best practices and technologies 
• Experience working day-to-day in an online marketing or organizing platform like Salsa 
• Experience driving adoption of technology or software 
• Capable working independently to achieve long-term goals, while also comfortable working in a team environment to solve problems 
• A real go-getter attitude that takes the initiative to get things done 

Bonus Points: 
• Comfort with web technologies such as CSS, Javascript, JQuery 
• Experience with Salesforce 
• Experience with Zendesk 
• Experience with Customer Success platforms (Frontleaf, Totango, Bluenose) 
• Direct experience working in fundraising, advocacy, or marketing campaigns online 
• Direct experience working for a nonprofit organization or political campaign 

Benefits of Working at Salsa Labs: 
Aside from working with smart, passionate Salsa employees and having an awesome work/life balance, this position includes a competitive suite of benefits. Benefits include health, dental and vision insurance, 401K with 4% company contribution (vested immediately and you can enroll right away), life insurance, short and long-term disability insurance, paid holidays and generous paid time-off. And if that wasn’t enough, we also offer additional paid time-off for volunteer opportunities! 

Location & Work Environment: 
This position can work out of our Bethesda, MD or Austin, TX office. The work environment is casual and relaxed, yet high energy. 

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    University of Texas at Austin
    FAC 18
    2304 Whitis Ave. Stop G6200
    Austin, Texas 78712-1508