Senior Customer Success Manager

Catchafire

. Build and maintain strong relationships and serve as a trusted advisor to a portfolio of 15–25 customers .

Posted 9/17/2026full-timeRemote • United StatesSenior💰 $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management, focusing on relationship building, retention strategies, and data-driven insights to drive growth and enhance customer satisfaction. Proficient in managing complex projects and collaborating across departments to achieve organizational goals.

Highest-signal resume keywords

Customer Relationship ManagementQuota-Carrying ExperienceProject Management SkillsAnalytical SkillsNonprofit Fundraising Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account PlanningRenewal StrategyData AnalysisCustomer Health MonitoringUpsellingCross-SellingReportingForecasting

Soft Skills

Proactive Problem SolvingCollaborationMentoringAdaptabilityCustomer Advocacy

Tools & Technologies

SalesforceGainsightHubSpotAI Tools

Industry Keywords

Customer SuccessSocial ImpactRevenue ManagementNonprofit Sector

About the role

Key responsibilities & impact

Build and maintain strong relationships and serve as a trusted advisor to a portfolio of 15–25 customers
Own net revenue retention and gross retention targets; maintain accurate renewal forecasts in the CRM and drive growth through renewals, expansions, and upsells
Draft detailed account plans mapping customer goals and growth opportunities across the customer lifecycle
Monitor customer health scores and engagement to identify at-risk clients and establish retention and success plans
Address customer needs proactively, anticipate challenges, and adapt to changing conditions
Act as a Catchafire product expert and customer advocate by analyzing feedback and collaborating with Platform, Sales, and Marketing on product enhancements and customer outcomes
Provide customers with reporting and data-driven insights on usage trends, end-user satisfaction, and engagement
Lead monthly/quarterly business reviews with client stakeholders to demonstrate ROI and align future goals
Conduct internal quarterly business reviews with senior leadership covering wins, losses, trends, challenges, and opportunities
Mentor other CSMs on account planning and renewal strategy and share playbooks and best practices
Research clients’ industries, market trends, and business challenges to inform product offerings and solutions
Use AI tools for account research, renewal preparation, and reporting and share effective practices with the Customer Success team

Requirements

What you’ll need

5–7+ years of work experience in customer-facing or account management roles
Quota-carrying experience with successful renewal and upsell/cross-sell attainment, with a minimum of $2.5m in annual quota
Experience managing complex, multi-stakeholder projects
Experience managing relationships with senior-level stakeholders
Desire to expand knowledge of and become an expert in the social impact space
Experience working in a CRM or customer success platform such as Salesforce, Gainsight, or HubSpot
Nonprofit fundraising or revenue management experience preferred
Experience managing high-touch portfolios of no more than 50 customer accounts preferred
Passion for working with customers
Availability for calls or meetings during Eastern Time Zone hours
Must not require employment visa sponsorship
Strong analytical skills and ability to interpret complex data
Strong project management skills
Ability to manage multiple accounts and projects simultaneously
Ability to work collaboratively across departments
Ability to take ownership and implement solutions with minimal supervision

Benefits

Comp & perks

Excellent health insurance (80% of premiums covered within the U.S. for the employee and eligible dependents)
Unlimited PTO
Parental/Family leave
Professional Development Stipend
Online Mental Health Services
Remote full-time work
Occasional travel opportunities/requirements