Client Success Manager

| Austin

Social Solutions is seeking a Client Success Manager to own the ongoing client experience, with a focus on ensuring the deep and successful adoption of our suite of SaaS products for nonprofits, and driving long-term value aligned with our clients' mission-focused outcomes. You 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. 

 

What You'll Do:

  • Manage ongoing client relationships effectively to 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 
  • Own all aspects of the client renewals process, with a focus on high net retention 
  • Engage with client stakeholders to identify, define, track and measure the overall impact of Social Solutions software to the organization 
  • 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 
  • Collaborate with the sales organization to ensure a successful client lifecycle with opportunities for renewal, cross-sell and upsell 
  • Develop, prepare, and nurture clients for advocacy and referenceability 
  • Drive client participation in Social Solutions communities and use of available knowledge base and online support tools 
  • Continuously improve internal processes, technologies, and workflow to enrich client experience, maximize efficiency of internal teams, and drive results
  • 3+ years of client facing experience in a Client Success, Sales, Account Management or Project Management role 
  • 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 
  • Willingness to travel up to 20% for client meetings 
  • Experience with SFDC, Gainsight, or equivalent CRM systems is a plus 
  • Experience with nonprofit or public-sector clients is a plus 
  • Familiarity with client success management platforms, online community and portal tools, self-service tools, on-line training tools, etc. preferred but not required 

Why We're Awesome:

Fun Fact: The Client Success team is also an all-star Pop-a-Shot basketball team and is currently the reigning champ in the Austin office. 

At Social Solutions, we're mission focused and results oriented! We're a diverse team of innovators, creatives, and digital architects that come together to help organizations transform lives. Social Solutions' software (SaaS) helps some of the most vulnerable human beings in our society. Our software for Nonprofits allows them to spend less time on compliance and more time on ensuring the effectiveness of their service programs for the people who rely on them. Since our software was designed by direct service works for direct service providers, it also helps them to demonstrate impact to stakeholders. 

What You'll Get:

  • Amazing coworkers
  • 100% employer paid benefits for employees 
  • 8 hours per quarter of volunteer time 
  • Company sponsored events and happy hours 
  • Career advancement opportunities 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PHPLanguages
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • ZendFrameworks
    • TrustRadiusAnalytics
    • AsanaManagement
    • ConfluenceManagement
    • SmartsheetManagement
    • WordpressCMS
    • ZapierCMS
    • SalesforceCRM
    • DrawloopCRM
    • TenfoldCRM
    • DocuSignCRM
    • OutreachCRM
    • MarketoLead Gen
    • BizibleLead Gen
    • TableauLead Gen

Location

10801 North Mopac Expressway, Austin, TX 78759

An Insider's view of Social Solutions

How does your team reward individual success?

Leadership recognizes hard work and talent and rewards their top performing employees - I've been promoted, named "Rookie of the Year", and been placed into a program to accelerate my growth even further with my other high potential colleagues.

Joel

Software Engineer

What's the biggest problem your team is solving?

I joined Social Solutions Global to work on updating and innovating a key part of the product offering. My team is handling the inefficiency of developing for parallel monoliths by introducing cutting edge tools and cloud scaling. The technical potential will enable great rewards for our clients!

Chris

Software Developer

How has your career grown since starting at the company?

Since joining Social Solutions, I’ve been pushed to learn & develop faster than in any previous role. I was paired with a mentor to guide my development and make sure I was focusing on the right areas. This lead to my promotion into a team lead role where I’m being tasked with managing a team while continuing to thrive in my day-to-day duties.”

Michael

Team Lead, Renewals

What is your vision for the company?

As the leading provider of outcomes software to the philanthropic community, we are changing the way that data and analytics are used. We're able to do this because we hire smart and passionate employees. We envision a world where organizations can see their impact in real time, and can take action on those insights to transform human lives.

Kristin

CEO

How does the company support your career growth?

My favorite part of working at Social Solutions is that I get to stay connected to my nonprofit roots while working at a rapidly growing tech company. There’s so much room for professional growth and promotion which is highly motivating!”

Sarah

Mission Sales Specialist

What are Social Solutions Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
The Dependent Care FSA allows you to set aside up to $5,000 per plan year to cover expenses such as day care, after-school programs, and mroe so you and your spouse can work or go to school.
Disability Insurance
Our benefits include short and long-term disability, as well as $50K of coverage provided by the company for employees.
Dental Benefits
We pay 100% of medical insurance for employees. Dental and vision is free for employees and family. We offer an HSA match for employees and family.
Vision Benefits
We pay 100% of medical insurance for employees. Dental and vision is free for employees and family. We offer an HSA match for employees and family.
Health Insurance Benefits
We pay 100% of medical insurance for employees. Dental and vision is free for employees and family. We offer an HSA match for employees and family.
Life Insurance
Our benefits include short and long-term disability, as well as $50K of coverage provided by the company for employees.
Wellness Programs
Our Wise and Well program offers monthly events incorporating physical, intellectual, emotion, financial and social well-being – like chair massages, financial planning workshops, and happy hours.
Onsite Gym
Our building, Braker Point, is currently building an onsite gym.
Retirement & Stock Options Benefits
401(K)
We offer a 401K match to help our employees invest in their future retirement.
401(K) Matching
Social Solutions' 401(K) retirement plan matches 50% of an employee's contributions up to 3% of their annual base salary.
Performance Bonus
Many individual contributor roles at Social Solutions are eligible for an annual performance bonus. Bonuses are based on a percentage of the employee's salary and are paid during performance reviews.
Child Care & Parental Leave Benefits
Generous Parental Leave
We recognize the importance of bonding with a new baby, so new mothers receive 6 weeks of fully paid maternity leave.
Flexible Work Schedule
Social Solutions employees are encouraged to work with their manager to establish a schedule that works both for them and for the business.
Family Medical Leave
Social Solutions will provide up to 12 weeks of unpaid, job protected leave to eligible employees for a variety of reasons.
Vacation & Time Off Benefits
Unlimited Vacation Policy
To enhance our work hard, play hard culture we offer a Flexible PTO policy which means that employees are able to take as many days off as they need, provided they have pre-approval from their manager
Paid Volunteer Time
Social Solutions provides each employee with 8 hours of paid volunteer time per quarter. Employees are encouraged to volunteer with an organization of their choice.
Paid Holidays
Social Solutions offers all employees 9 paid holidays.
Paid Sick Days
Social Solutions employees are able to take paid sick days as a part of our Flexible PTO policy.
Perks & Discounts
Beer on Tap
Social Solutions is expanding our Austin office and has plans to have draft beer available on both floors in our office.
Casual Dress
Social Solutions' culture is laid back and our dress code matches that. Employees dress in casual clothing every day.
Company Outings
Social Solutions has an annual summer party and a holiday party for all employees and a guest. Past parties have included a casino night, a shrimp boil, and of course eating BBQ.
Game Room
The Social Solutions break room includes an arcade machine with over 1000 games, a ping pong table, pop a shot basketball, and corn hole. We're very competitive and regularly hold gaming tournaments.
Happy Hours
We work hard and we play hard. Social Solutions hosts happy hours once per month either in our office break room or at a local bar.
Parking
We recognize that Austin isn't known for it's public transportation, so we have on-site parking for all employees.
Recreational Clubs
Social Solutions offers a variety of groups for employees to join that range from sports leagues to breakfast clubs and book clubs.
Professional Development Benefits
Job Training & Conferences
We offer a 2-Day New Hire Orientation, monthly professional development training, a High Potential program that accelerates growth of our top talent, and the LEAD program which is offered to managers.
Tuition Reimbursement
Social Solutions offers $1,500 per year toward role related graduate and undergraduate programs or $500 per year for continued education courses.
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