Customer Success Manager

Title: Customer Success Manager

Location: Remote 

Reports to: Director of Customer Success

Salary Range: $68,000 - $70,000 Per Year (Eligible for earning commissions upon successful contract renewals and adoption)

About The Fedcap Group 

Founded in 1935, The Fedcap Group is a $425M global nonprofit organization focused on advancing economic well-being for individuals facing barriers to employment. Headquartered in New York City, Fedcap operates across 106 locations in 29 U.S. states, the U.K., Canada, and Australia serving nearly 332,000 people annually. Fedcap’s mission is to create opportunities for people facing barriers to achieve economic independence, dignity, and become contributing members of society. Through innovative programs, strategic partnerships, workforce development initiatives, and community-based services, Fedcap helps individuals build sustainable pathways to employment and long-term success.

About Single Stop

Mission: To build pathways out of poverty by leveraging partnerships and technology to connect people to existing resources, all through a unique one-stop shop. 

Fueled by state-of-the-art technology, a world-class staff, and our education and nonprofit network partners, Single Stop's vision is for every individual to have access to opportunities for achieving the American Dream. We are working to connect individuals living in poverty to untapped local, state, and federal dollars and benefits to put them on the road to economic stability and prosperity.

Website: https://singlestop.org/

Position Summary

As Customer Success Manager (CSM) at Single Stop, you will play a critical role in the overall success and satisfaction of our partners. You will be the main point of contact for our customers, ensuring that they are fully supported from onboarding to the ongoing use of Single Stop's technology. In addition, you will deliver personalized consulting services, design and lead training sessions, and ensure our partners maximize the impact of our solutions on the communities they serve. You will increase user adoption, mitigate churn, foster long-lasting, productive partnerships, and explore opportunities to expand our relationship. 

Key Responsibilities

• Onboarding & Training: Lead launch courses to onboard new partners to the Single Stop technology. Deliver training on best practices and provide ongoing support to ensure partners understand and effectively utilize the platform. 
• Relationship Management: Serve as the primary consultant to partners, helping them implement and optimize their use of Single Stop. Provide tailored consulting services and solutions to meet specific partner needs. 
• Performance Tracking: Monitor partner performance using data analytics to track outcomes, assess the effectiveness of implementations, and recommend improvements. Provide regular feedback to partners based on their results.
• Customer Retention, Success and Expansion: Work proactively to retain customers by maintaining high levels of partner satisfaction, troubleshooting issues, and resolving concerns. Actively engage with partners to renew contracts and identify opportunities for growth. 
• Collaboration: Work closely with the Business Development team to ensure a seamless transition for new partners. Partner with the Director of Customer Success to develop training content and optimize consulting services. 
• User Adoption & Churn Mitigation: Act as a thought leader within the organization by providing fresh, innovative ideas for increasing user adoption and reducing churn among partners. 
• Partner Engagement & Marketing: Collaborate with partners to develop and execute marketing plans that drive program awareness, participation, and impact. 
• Perform other duties as assigned.

Qualifications

Experience & Skills

• Bachelor's degree required. 
• At least 2-3 years of experience developing and facilitating training and/or giving presentations to large and small groups (4-5 years preferred). 
• Previous experience at a SaaS company. 
• Experience in account management, including the ability to anticipate partner needs, analyze and evaluate performance metrics, and proactively recommend strategies for success. 
• Proficient in utilizing technology to deliver training (teleconferencing, videos, online guides, learning management platforms, etc.).
• Experience creating and managing partner marketing plans and engagement initiatives. 
• Clear ability to learn and teach the use of new technologies, platforms, and software features to users of all skill levels. 
• Able to utilize data to assess performance and provide meaningful feedback. 
• Proficient with Microsoft Office applications. 
• Passion to work for a mission-driven organization. 
• Experience designing and facilitating consulting experiences and services for clients. 
• Proactive team player who brings fresh ideas for user adoption and churn mitigation.

Benefits

• Health insurance (Medical, Dental, Vision)
• Paid time off (Vacation, Sick, Floating)
• Retirement plan 403(b)
• Flexible Spending Account (FSA)
• Commuter Benefits
• Life/Accident insurance
• Short-term Disability Insurance
• Long-term Disability Insurance
• Employee Assistance Plan (EAP)

The Fedcap Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression or any other characteristic protected by federal, state or local laws. We are an EOE employer committed to diversity.