We prioritize the needs of existing clients as high as those of our new clients; therefore, Client Success and retention is absolutely vital to our long-term profitability. It is critical to us that our clients have a stable partner that continues to grow, continues to invest in the software, and continues deliver on commitments. As such, we need a senior executive to own driving success for our clients as well as optimizing our recurring revenue. As a member of the Senior Leadership Team, this role includes responsibilities for Client Success activities (e.g., on-boarding, adoption/expansion, advocacy, retention, renewals, and supporting our sales team with up-sells/cross selling, etc.) and financial responsibly over recurring revenue.

Responsibilities:

• Revenue Operations
• Responsibility for our customer base, the value it represents and the regular reporting to the Executive Leadership Team and Board of Directors of its state
• Alignment with Finance around revenue measurement and forecasting
• Increase customer renewal rates and reduce attrition
• Expand our revenue in accounts through supporting our sales organizations efforts around cross-sell and up-sell
• Drive new business growth through greater advocacy and reference-ability
• Client Success Management
• Influence future lifetime value through higher product adoption, client satisfaction (NPS score) and overall health algorithms
• Evolve the client experience with the company
• Map client journey
• Standardize interventions for each point in journey
• Define segmentation of client base and develop varying strategies that fit each client
• Client onboarding, renewal and advocacy
• Identify opportunities for continuous improvement
• Leverage best practices in the industry as appropriate
• Inspire client success across the company
• Measure Effectiveness
• Define operational metrics for team
• Establish system for tracking metrics
• Create cadence for review within team and executives
• Lead and develop a world-class Client Success team
• Enhance effectiveness and efficiency through strong processes and technologies

• 5+ year's executive leadership experience in customer-facing functions, ideally with SaaS based companies in technology
• Strong financial background- e.g., experience forecasting and managing a revenue base
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong focus on client retention and expansion
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Relevant Bachelor's degree

Why We're Awesome

Recently named one of Built In Austin's Top 5 Best Companies to Work for in Austin. 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. Our clients affect countless lives every day. That's why we go above and beyond to provide tools to get the job done. We help non-profits get to the heart of their data so they can maximize their efforts to do ever more good. We help those that are changing the world.

What You'll Get

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

In order fulfill Social Solutions' mission to "help people transform lives," we seek to build teams that leverage diverse perspectives to create an innovative and welcoming environment.

To that end, we make employment decisions based on qualifications, merit, and business need. Social Solutions does not discriminate on the basis of age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disabilities