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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in building customer success frameworks for associations, including playbook development, strategic account management, and stakeholder engagement. Proven ability to analyze customer KPIs and advocate for customer needs while influencing product development.
Highest-signal resume keywords
Customer Success ManagementStrategic Account ManagementSaaS ExperienceStakeholder EngagementPresentation Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account ExpansionSuccess Metrics DevelopmentOnboarding ProcessesStrategic Success PlansKPI Analysis
Soft Skills
Communication SkillsMultitaskingPrioritizationCustomer-Centric MindsetInfluencing Skills
Tools & Technologies
Association Management SystemsNatter Platform
Industry Keywords
AssociationsProfessional SocietiesTrade OrganizationsMembership BodiesB2B Software
About the role
Key responsibilities & impact- Build customer success for associations from scratch, including the playbook, processes and success metrics
- Shape the associations vertical while working with the Account Executive for Associations
- Work directly with association CEOs, Executive Directors and senior membership, learning, research and strategy leaders
- Help associations hear from their members at scale through Natter’s platform
- Own and nurture strategic customer relationships
- Guide customers from onboarding through renewal and expansion around association calendars
- Develop and execute strategic success plans
- Lead quarterly and executive business reviews with association leadership
- Help associations design and run Natter programs for members, boards, committees and staff
- Identify and drive account expansion opportunities with the Account Executive and Account Growth team
- Build the vertical CS playbook, including onboarding, success metrics, renewal motion and customer stories
- Collaborate with Product, Marketing and Solutions teams
- Analyze customer KPIs such as member participation and engagement and use insights to inform strategic decisions
- Advocate for customer needs internally and influence product development
- Represent Natter at association conferences and industry events
Requirements
What you’ll need- 7+ years’ experience in Customer Success, Account Management, or a similar client-facing role at a SaaS company or management consulting (MBB or equivalent)
- Experience working with or inside associations, professional societies, trade organizations or other membership bodies is a strong advantage
- Experience managing strategic accounts with complex stakeholder ecosystems, including boards, committees and volunteer leadership
- Track record of building a function, process or playbook from scratch, ideally at an early-stage company
- Strategic, customer-centric mindset with a track record of identifying and driving growth opportunities within accounts
- Exceptional presentation, written and verbal communication skills, with the ability to engage both technical and non-technical audiences
- Comfort navigating C-level and board-level conversations and facilitating high-impact meetings
- Strong commercial acumen; able to identify value drivers and influence buying behavior
- Strong multitasking and prioritization skills, with the ability to assess and respond to situational urgency effectively
- Willingness to travel regularly for customer engagements and association events
- Experience with SaaS, particularly B2B or vertical software, is a plus; familiarity with association management systems (AMS) is a bonus
- Research interests and academic credentials are a major advantage
Benefits
Comp & perks- Opportunity to grow the US customer success team as the business grows
- Willingness to travel regularly for customer engagements and association events (role expectation, not a benefit)