Customer Success Manager

About Kindsight: 

Kindsight builds technology that helps fundraisers make a difference. For decades, Kindsight has supported the education, healthcare, and nonprofit sectors with fundraising tools and the largest charitable giving database on the market. And as the giving sector evolves, so does Kindsight. As the leader in fundraising intelligence, Kindsight leverages real-time data and AI to help thousands of organizations around the world identify, manage, and engage with donors - at any scale. With purpose-built CRMs that corral all of that donor information and campaign tracking into one place, donor prospect research tools that offer proactive insights and real-time donor intel, and generative AI that creates personalized, meaningful content drafts at scale, Kindsight’s product suite is truly changing the game for donor fundraising.

Position Summary:

Our Customer Success Managers play a pivotal role in ensuring the satisfaction, retention and growth of the Kindsight customer base.  They are primarily responsible for supporting our customers in achieving value  by  understanding  their  needs  and  objectives,  building  strong  relationships  and  delivering  an outstanding  experience.   Our  CSMs  monitor  customer  adoption,  analyze  data  to  identify  trends  and insights,  and  provide  strategic  guidance  to  help  customers  achieve  their  desired  outcomes.  Ultimately, Customer  Success  Managers  are  dedicated  to  maximizing  the  value  that  customers  derive  from  the company's products or services, driving long-term success for both the customers and the company. 

What You’ll Do:

• Build and maintain strong relationships with customers, serving as their trusted advisor and advocate within the company
• Drive customer  retention  and  growth  among  our  customers  by  understanding  their  needs  and objectives and helping them achieve their desired outcomes and success in their mission  
• Proactively monitor customer usage and satisfaction, analyzing data and feedback to identify trends and insights to enable successful adoption of our products  
• Maintain a regular cadence of communicating with customers  to  provide  expert  coaching to enable them to maximize the value they derive from our products 
• Identify  opportunities  to  upsell  or  cross-sell  additional  products  or  services  to  customers,  driving revenue growth
• Identify at-risk customers and develop strategies to mitigate churn, including proactive outreach and intervention
• Create positive experiences for customers that drive a positive Net Promoter Score (NPS) 
• Identify  opportunities  for  customers  to  act  as  Kindsight advocates  to  provide  testimonials,  case studies and references   
• Marshall resources across the iWave teams as needed to support customers’ needs 
• Represent the voice of the customer to better inform our sales process and product roadmap 
• Some travel to conferences and customer sites may be required 

What We’re Looking For:

• Bachelor's  degree  in  business  administration,  marketing,  communications,  or  a  related  field  (or equivalent experience). 
• 3+  years  in  Customer  Success,  Relationship  Management,  Partner or Account  Management  in  a  SaaS environment 
• Excellent  communication  and  interpersonal  skills,  with  the  ability  to  build  rapport  and  trust  with customers at all levels
• Strong problem-solving abilities, with a proactive and resourceful approach to addressing customer needs and challenges 
• Analytical mindset, comfortable working with data to derive insights and make data-driven decisions. 
• Curiosity, willingness to learn and ask questions of the customer. 
• Detail-oriented and organized, with the ability to manage multiple customers and projects simultaneously
• Proven success in driving customer retention and expansion   
• Familiarity with Salesforce, Gainsight, MS Office and Google Suite 
• Passion for delivering exceptional customer experiences and driving long-term customer success
• Experience working with and a passion for non-profit organizations 
• Empathetic, positive attitude with a desire to help our customers reach their goals 
• Results-driven mentality, with a bias for speed and action 

Compensation Range: $55,000 - $90,000 CAD OTE annually, based on experience, market benchmarks and role complexity. We aim to offer fair, competitive pay that reflects your skills and the market.

This advertised position is for an existing vacancy at Kindsight. At Kindsight, we’re proud to be a place where everyone belongs and has an equal opportunity to contribute, thrive and grow. We hire based on skills, potential, and impact, and we believe our differences fuel innovation. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. We’re building a workplace where everyone has the opportunity to do meaningful work and make a difference.

We leverage artificial intelligence (AI) tools to support certain aspects of our recruitment process. These tools may help with resume screening, drafting job descriptions, creating interview questions and occasionally identifying potential candidates. All hiring decisions are made by our people, not AI. Our intent is to use AI thoughtfully to streamline administrative tasks, improve the candidate experience and support fair, unbiased hiring practices consistent with industry standards.