Director Of Customer Success

Virtuous | "Competitive" comp not given

Steph's Notes:

Watching Virtous' company recruitment video and watching their founder repeat, "We do hard things" and "We walk into the storm" has me hovering over that "Unsure if you're joining a cult or a company" Bad Job Bingo entry like I'm a Search & Rescue helicopter coming in for the save.

The rest of the video is fine, normal even. But like. I want to go to work. I don't want to walk into a storm with my coworkers unless we are legit first responders. Can we not with these alarming metaphors, please.

Okay, so look. This could just be me. I am highly suspicious and cynical, I fully own that. But everything in this job description just comes across as slightly off. Just, like, this side of reasonable.

Create standardized Success Plans for customers across all Virtuous product lines, ensuring consistency and excellence in service delivery

I asked the Bad Job Bingo Board of Directors if this is something we'd expect a Director of Success would do, and the verdict was that maybe they're creating the processes for creating plans, and perhaps this was just worded poorly, so I'm going to go with that.

Personally manage escalations from your direct reports, and follow a methodical escalation process to Chief Customer Officer and/or customer executive sponsors

I can't decide if this is an interesting white-glove strategy or sheer madness.

Define organization-wide responsibilities for each stage of the customer journey

This has "CX is responsible for all customer outcomes" written all over it.

Cultivate a culture of customer delight by adopting a "best for Virtuous, best for the customer" approach.

See? See what I mean about things just feeling slightly off?

Revise CSM compensation plans annually or as necessary

This feels ominous. Revise in what way?

Also, "Employer-contributed healthcare benefits"? Why not just say what the contributions are? "Market competitive pay leveraging Carta data"? Why not just say what the pay is? The whole Benefits section is like that. Why are they being so weird about it?

ALSO ALSO, you want to hear some real bullshit? This job is listed as Remote but then on the application, it asks this question:

Are you ok working a hybrid work schedule (3 days in office)?

That kind of deceptive bait-and-switch isn't exactly virtuous, you know what I'm saying?

And then there's this required question:

Explain your understanding of SaaS business models and your experience working in a SaaS environment. Additionally, describe any experience you have working with nonprofit organizations and how it influences your approach to Customer Success.

"This is a time-wasting, AI-baiting, borderline insulting question to which the only reasonable response is, 'fuck that noise.' In this essay, I will–"

BINGO.

Original Job Description: Director Of Customer Success

About Us

Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving.

Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the world’s leading nonprofits  

We also recognize the importance of giving back and making a difference in the communities where we live and work. That's why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously, but we don’t take ourselves too seriously. We believe that life is too short not to love what you do. 

The ideal candidate for Virtuous embodies our values by:

• Asking questions with a spirit of curiosity
• Giving feedback freely with candor & grace, welcoming it in return
• Displaying a passion for philanthropy and technology 
• Serving with joy. Everyone is willing to make the coffee!
• Celebrating the wins & milestones of others 
• Assuming good intent & demonstrating trust in others 
• Pursuing relationships with people different from themselves & creates space to be human

Find our core values & more here.

Candidates local to Phoenix, AZ will be prioritized at this time

Position Summary

We are seeking a strategic and results-driven Director of Customer Success to lead our quota carrying Mid Market and Enterprise Customer Success teams. Reporting to our Chief Customer Officer, you will be responsible for ensuring our customers achieve their desired outcomes while maximizing the value they receive from our products and services. You will also own retention and expansion for all Virtuous customers across all Virtuous products. This role requires a blend of people leadership, strategic thinking, and hands-on execution to drive customer retention, renewals, and revenue growth. 

Responsibilities

• Own and optimize customer journey
  • Establish and promote a vision for an exceptional end-to-end customer experience tailored to the unique needs of nonprofits
  • Create standardized Success Plans for customers across all Virtuous product lines, ensuring consistency and excellence in service delivery
  • Define and oversee key lifecycle processes, including the executive sponsor program to build strategic relationships, executive business Review processes to assess satisfaction and growth opportunities, and renewal and expansion playbooks to drive customer renewals and product usage
  • Develop standard presentation materials for lifecycle plays, ensuring all customer-facing teams have the tools they need to effectively communicate value and progress
  • Personally manage escalations from your direct reports, and follow a methodical escalation process to Chief Customer Officer and/or customer executive sponsors
• Drive customer value
  • Collaborate with Director of Customer Onboarding and Services to optimize time to value
  • Understand change management best practices for nonprofits
  • Enable CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor
  • Define, drive, and demonstrate the value (ROI) delivered to customers
  • Collaborate with Marketing to generate customer facing resources that enable CSM retention and expansion opportunities
• Lead cross-functionally to drive customer success
  • Define organization-wide responsibilities for each stage of the customer journey
  • Gather feedback from other departments, including Sales, Services, Support, Product, and others, to improve the customer experience
  • Collaborate with other Virtuous leaders to refine company-wide definition of ideal customer profile
  • Help foster company-wide culture of Customer Success
• Maximize CS specific platforms and tools
  • Facilitate the adoption of essential processes in ChurnZero
  • Ensure ChurnZero is our company’s single source of truth for customer health
  • Create and/or refine dashboards to measure customer success
  • Work with CCO and CX Operations Manager to refine ChurnZero ChurnScores periodically over time
  • Generate strategies for high-touch teams to leverage ChurnZero and enhance low-touch digital customer journeys
• Own key metrics for your team and for Virtuous
  • Gross renewal rate
  • Net renewal rate
  • Expansion revenue
  • Virtuous Payments Growth Rate
  • Customer generated stage 2 pipeline for sales
  • NPS
  • Employee NPS
  • Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and upsell rates
• Recruit, mentor, and inspire a world-class team
  • Build a pipeline of great CSM candidates to meet the needs of our quickly growing team.
  • Establish an effective interview process
  • Establish performance expectations and growth paths for team members and provide regular relevant feedback
  • Transition out underperforming team members
  • Develop enablement strategies for CSMs
  • Cultivate a culture of customer delight by adopting a "best for Virtuous, best for the customer" approach.
  • Revise CSM compensation plans annually or as necessary
  • Determine the segmentation of the customer base and align the team structure and levels accordingly

You Must Have

• 6+ years of experience in Customer Success or Account Management roles, with at least 3+ years in a leadership capacity
• Experience overseeing managers
• Proven track record of managing a Customer Success team and driving team performance metrics
• Strong understanding of SaaS business models and experience in a SaaS environment 
• Nonprofit knowledge and experience preferred 
• Exceptional leadership, communication, and interpersonal skills
• Analytical mindset with the ability to interpret data, draw insights, and make data-driven decisions
• Experience implementing and/or managing customer success platforms or CRM systems (e.g., Hubspot, ChurnZero) is a plus

What We Offer

• Market competitive pay leveraging Carta data
• Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
• 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
• We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO
• Supportive time off including paid volunteer days and company holidays
• Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)
• We pride ourselves on Community and host exciting company outings and events.