EA-Customer Success Manager

US Salary Range: $74,800 - $102,000

NGP VAN is the winningest technology platform in the history of democratic and progressive causes, working tirelessly to innovate and advance the technology our clients rely on to bolster our democracy. We help power the trailblazers, campaigners, and advocates fighting up and down the ticket for equality, racial justice, reproductive freedom, democracy, climate reform, and more- including the national Democratic committees and progressive organizations, thousands of Democratic campaigns, hundreds of labor unions, advocacy organizations, progressive and non-partisan PACs, and other organizations.

The Customer Success Manager will own the ongoing client experience, with a focus on ensuring the deep and successful adoption of our suite of SaaS products for NGP VAN clients, and driving long-term value aligned with our clients' mission-focused outcomes. This position will monitor the ongoing health and satisfaction of your book of clients and establish a cadence for client interactions that ensure each client is fully optimized on their existing deployed solutions and successfully renews.

Essential Position Duties and Responsibilities:

• Manage ongoing client relationships as a product and best practice expert for NGP VAN clients to effectively drive high client retention, loyalty and satisfaction

• Monitor client health and engagement using internal dashboards and regular health checks to proactively identify at-risk clients and establish retention and success plans moving forward

• Play a supporting role in the client renewals process with clients, with a focus on high net retentionwith opportunities for renewal, cross-sell and upsell

• Engage with client stakeholders to identify, define, track and measure the overall impact of NGP VAN software to the organization

• Keep abreast of funding, policy and organization changes impacting your clients

• Provide visibility, internal awareness and advocacy regarding client health, drivers of attrition, and needs cross-departmentally

• Identify opportunities to better retain clients based on client size, length of service, and other factors

• Identify clients for advocacy andreference ability

• Execute, as directed, on team improvements to internal processes, technologies, and workflow to enrich client experience, maximize efficiency of internal teams, and drive results

Required Skills/Abilities:

• Demonstrated ability to thrive in a dynamic, fast-paced environment

• Exceptional ability to engage and communicate with clients, actively listen for feedback, and lead challenging conversations with clients toward positive outcomes

• Excellent organizational skills and a passion for process and business systems, as well as process improvement ideation

• Proven ability to collaborate and build strong relationships with mid- and senior level executives across functions within the client

• Exceptional communication and interpersonal skills for internal and external relationship building

• Able to travel for client onsite visits or events as required

• Experience with SFDC, Gainsight, or equivalent CRM systems

Education and Experience:

• 4+ years of client-facing experience in a Client Success, Sales, Account Management or Project Management role

• 2+ years of experience in the campaign or policy advocacy space (Required)

This position is a part of a bargaining union represented by CWA Local 1101, 1400, 2336, or 13000.

At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

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At NGP VAN, we foster an inclusive, equitable culture where every team member belongs and contributes to meaningful impact. Read more about our values and culture here.

We offer a comprehensive benefits package that supports your health, well-being and growth - explore full details here.

Compensation and benefits for this role apply to full-time employees in the United States and may vary based on local standards, laws and norms. Pay is determined by location, skills, experience, and education, and is one part of NGP VAN's total rewards package, which may also include bonuses, incentives, equity, and a comprehensive benefits program.

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At NGP VAN, we are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, veteran status, or any other characteristic protected by law.

If you require a reasonable accommodation during the application process, please submit a request.