The Client Success Manager (CSM) is the primary relationship owner and account contact for an assigned subset of YourMembership clients. A CSM is responsible for establishing and maintaining a healthy relationship between YourMembership and assigned clients. Healthy relationships result in adoption (clients’ successful use of YourMembership to meet their organizational needs), retention (on-time subscription renewal with appropriate price increase), account expansion (adding YourMembership features and services + adding other Momentive Software products). This is accomplished through discovering and understanding clients’ needs, creatively generating solutions for those needs through YourMembership and other Momentive products and services, skillfully communicating via videoconference, phone, and email, and negotiating contract details to win deals.
DUTIES & RESPONSIBILITIES:
Contribute to a positive team culture centered on serving clients
Own and foster the relationship between YourMembership and assigned clients, serving as the primary account contact and escalation path.
Drive client retention (renewal) through proactive and responsive communication, creation and communication of solutions, and explanation and negotiation of contracts
Drive client expansion through identification of needs, creation and communication of solutions, and explanation and negotiation of contracts
Drive client satisfaction and success through proactive outreach, utilization and account reviews, and responding to client challenges, complaints, and survey responses
Maintain accurately the status of each client's renewal opportunities, expansion opportunities, and overall health and sentiment using Salesforce and established processes
Gather feedback from clients about their experience with YourMembership’s product, support, and services, and share that feedback with relevant team to contribute to improvement of the experience for all clients
Complete continuous learning and maintain an expert-level knowledge of the product platform and industry best-practices
Follow established processes for the client success team and provide input to improve those processes
Collaborate with team members to meet other company objectives
KNOWLEDGE, SKILLS AND ABILITIES:
Experience:
Requires at least 5 years of experience in areas related to Momentive’s business: client success, account management, sales, or services, especially in a SaaS context.
OR Requires at least 5 years of experience in areas related to Momentive’s client base: associations, membership organizations, nonprofit organizations, especially in management
Computer/Technical:
Expert knowledge of the YourMembership product platform, or ability to gain it through training
Ability to use client relationship management software; experience using Salesforce is a plus
Ability to use or learn Microsoft Office tools: Outlook, Teams, Excel, PowerPoint, Word
Other Skills:
Demonstrated teamwork skills and ability to influence peers and leaders in a positive way
Excellent verbal and written communication, organization, and follow up skills, including comfortability communicating with executives and other decision-makers
Excellent judgement in decision-making, especially when balancing the needs of clients, team members, the company, and other stakeholders
Proven ability to handle a high-volume of assigned clients, multiple tasks, and meet deadlines with minimal supervision
#LI-JF1 #momentivesoftware
Momentive Software amplifies the impact of over 30,000 purpose-driven organizations in over 30 countries. Mission–driven organizations and associations rely on the company’s cloud-based software and services to solve their most critical challenges: engage the people they serve, simplify operations, and grow revenue. Built with reliability at the core and strategically focused on events, careers, fundraising, financials, and operations, our solutions suite is bound by a common purpose to serve the organizations that make our communities a better place to live. Learn more at momentivesoftware.com
At Momentive Software, we’re a team of passionate problem-solvers, innovators, and volunteers who believe in using technology to make a real difference. We dream big, support each other, and take pride in creating solutions that help our customers drive meaningful change. If you’re looking for a place where your work matters and your ideas are valued, you’ll find it here.
Medical, Dental & Vision Benefits
401(k) Savings Plan & Company Match
Flexible Planned Paid Time Off
Generous Sick Leave
Casual Environment
Purpose-Driven Culture
Work-Life Balance
Passionate About Community Involvement
Company Paid Parental Leave
Company Paid Short Term Disability
Remote Flexibility
Momentive Software actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
All persons hired will be required to verify identity, minimum age of 18, eligibility to work in the United States (without sponsorship), and to complete the required employment eligibility verification form upon hire.
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