Director of Customer Success

Your Company:

As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence.

Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence.

We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers" you've come to the right place.

Director of Customer Success

Your Work:

As the Director of Customer Success at Feathr, you will lead a Customer Success organization whose goals are tied directly to revenue. This is a director-level role built for an experienced, proven Customer Success leader: someone who can step in quickly, take ownership of the organization, and focus on driving results from day one. This role reports to Feathr’s Vice President of Customer Success.

You will own the strategy and execution for how your teams protect and grow our customer base, with a focus on gross revenue retention (GRR), net revenue retention (NRR), success planning across the customer lifecycle, and leading towards value outcomes through Feathr’s products and services. You will be a key owner and participant in setting the strategy for Customer Success at Feathr.

Central to your role will be providing guidance, support, and leadership to your team. Through setting clear goals, monitoring progress, coaching, and effective communication, you will build a collaborative, high-performance culture focused on creating a world-class customer experience. You will help your team navigate challenges and seize opportunities. Your strategic decisions will be instrumental in achieving departmental and company-wide objectives, aligning closely with Feathr’s mission and values.

Your Day:

• Lead Feathr’s Customer Success teams against revenue goals.
• Establish strategic success plans as the standard for how your team manages customer relationships.
• Use product usage and engagement data to identify adoption risks and expansion opportunities.
• Coach your managers and CSMs through account health and pipeline reviews, 1:1s, and performance reviews.
• Serve as an escalation point and join key customer calls.
• Report clearly on retention, renewals, and progress toward key targets.
• Hire for the team and build its onboarding and training programs.
• Work with Sales, Support, Onboarding, Product, and Marketing to improve the customer journey and share customer feedback.

Your Experience:

• 3+ years of people management in a team leadership role.
• 6+ years in customer success, account management, and SaaS team experience.
• Experience running a Customer Success function, or leading on a CS team, at a tech platform.
• A track record of leading teams against revenue goals like GRR, NRR, and renewals.
• Bonus: experience building scaled CS teams or one-to-many programs, such as webinars and office hours, that drive adoption across a large customer base.

Your Qualities:

• Strategic Leadership: Ability to set strategic direction, develop and execute comprehensive account management plans that align with customer objectives and Feathr’s business goals.
• Team Leadership: Demonstrated success in leading and mentoring a team of account managers, fostering collaboration, and promoting a high-performance culture.
• Revenue Focus: You understand how customer health and adoption drive retention, and you manage your team accordingly.
• People Leadership: You have a track record of developing direct reports and building high-performing teams.
• Analytical: You use data to forecast renewals, spot trends, and address risk early.
• Communication: You communicate clearly and build alignment with customers, peers, and executives.
• Customer Understanding: You’re interested in the nonprofit organizations we serve and how they make decisions.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Compensation & Perks

The target base salary for this position is $125,000 – $150,000 annually, plus an additional $50,000 annual performance bonus. Final base pay will be determined by candidate experience, skills, and geographical location.

In addition to competitive compensation, we offer a robust benefits package including:

• 100% Remote work environment
• Paid Vacation, Sick Time, and Paid Company Holidays

Location:

This position is remote for candidates located within the United States, with preference given to those who reside in the Eastern or Central time zones. There is also an option to work from our headquarters in Gainesville, FL. If you aren’t familiar, Gainesville is a hip, mid-sized city with a highly innovative population and an attainable standard of living.

Interview Process:

As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved. Additionally, each interview stage consists of standardized questions and rubrics with a scoring system to ensure a consistent and fair assessment practice of all candidates.

• HR Information Screen - 20-30 minutes on your experience, compensation, and any questions you have.
• Manager Interview - 45 minutes on the role and your leadership experience.
• Panel Interview - 1 hour conversation with Customer Success and cross-functional leaders.
• CEO Interview - 30 minute conversation with Feathr’s CEO.
• Work Assignment - Candidates will be given a work assignment prompt to complete a project that is relevant to the work they can expect in the role.
• Reference Check - Candidate's being considered for this role will be asked to provide three professional references.
• Offer - The Talent Acquisition Team will reach out with the details of the offer to discuss with the candidate.

Interviewing at Feathr

We've prepared a comprehensive candidate resource that provides valuable insights and tips for interviewing at Feathr. It covers everything from common interview questions to helpful advice on how to make the most of your interview experience with us. Access the resource here.

We encourage all applicants to take advantage of this resource to help prepare for their interviews and gain a deeper understanding of what to expect when applying to join our Flock.

Benefits & Perks for full-time employees

We love our Flock and the work they do! But let’s be honest, life isn’t just about work. So we created a perks and benefits package that aims to help our team grow by including their wellness, families, passions, and personal time.

• Fully remote
• Full vision, dental, and ~99% health insurance for employees
• Sick time off
• Vacation time off
• Extended Wintr Break
• Parental Leave
• Wellness Reimbursement Credit
• Home Office Stipend
• Professional Development Budget
• Team hangouts and events

Culture:

Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have.

• Practicality: Progress Over Perfection
• Ambition: When Feathr wins, We all win
• Candor: Better communication, Better results
• Trust: Assume the best, Share openly
• Service: We exist to fix

This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges, the most important quality is a commitment to work through those challenges with self-awareness and honesty.

We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. So, however you identify and whatever background you bring with you, if you think you’d drive value in this position, please apply.