Job Description

Responsibilities:

• Scale the end-to-end customer experience, including onboarding, product adoption, usage, and implementation of best practices and growth
• Train, develop, and mentor a team of 7 Customer Success Managers
• Leading our recruiting strategy to attract and hire high-quality candidates
• Coach the team to deliver value for our customers by enabling them to use Windfall’s solution to meet their business objectives
• Coach the team to develop and execute a comprehensive Account Growth Strategy (e.g., land-and-expand strategies, value mapping) to significantly increase usage, adoption, and ultimately, lifetime value and revenue
• Coach the team to identify new opportunities within nonprofit accounts, including potential for increased fundraising and enhanced analytics
• Lead Executive Business Reviews (EBRs) with client C-level/SVP sponsors, focused on quantifiable Return on Investment (ROI), realized business value, and alignment on future strategic objectives
• Coach the team to proactively manage relationships within customers’ teams, including multi-threading across departments and levels, and adapting to customer team hires and departures
• Serve as a trusted advisor and industry expert, translating Windfall's data intelligence into high-impact business outcomes for the client
• Develop internal playbooks and customer-facing content, including best practices guides and thought leadership pieces
• Develop and implement efficient processes to enhance customer engagement and satisfaction
• Lead strategic initiatives and influence the Customer Success roadmap by synthesizing the needs of our nonprofit customers and translating them into actionable organizational improvements
• Partner with other Windfall departments on internal enablement, webinars, and internal or customer-facing documentation
• Lead efforts to validate and enhance the effectiveness of Windfall's offerings through product feature requests, feedback, and discussions

Requirements:

• At least 8 years of experience in analytical, customer-facing roles (e.g., customer success, consulting, solution consulting, implementations, growth strategy), with a minimum of 3 years leading Customer Success teams
• Experience developing success plans and orchestrating cross-functional dynamics to drive positive outcomes with customers
• Exceptional forecasting acumen and operational rigor, with proven experience identifying risk and growth signals to maintain forecast accuracy and drive commercial discussions
• Demonstrated success with navigating large organizations, driving adoption and expansion, and cultivating executive relationships/sponsorship
• Deep understanding of how data intelligence impacts go-to-market strategies, specifically in areas like digital marketing and performance measurement
• Established track record of building relationships and presenting to Directors, VPs, and C-level executives
• Passion for learning
• Experience with CRMs (e.g. Salesforce or Bloomerang)
• Strong presentation design and delivery skills
• Highly organized with good attention to detail
• Excellent verbal & written communication skills

Preferred Requirements:

• Bachelor's degree from a top-tier university, MBA a plus
• Background in nonprofit fundraising
• Understanding of consumer financial data, signals of wealth
• Basic knowledge of data science