Customer Success Manager

Come Join Us! RoundTable Technology has an opening for a Customer Success Manager on our Customer Success Team

RoundTable Technology is a growing IT company offering premier managed IT services to nonprofits. Headquartered in Frisco, Texas, we have additional offices and staff in Maine, New York City, Connecticut, and the Philippines.

Wanted: Customer Success Manager

Are you ready to join an innovative and dynamic team that is passionate about making a positive impact and helping nonprofit organizations? RoundTable Technology is actively seeking a dedicated and highly motivated Customer Success Manager to join our team. As a Customer Success Manager, you will play a pivotal role in shaping the success and growth of a portfolio of 50-60 nonprofit clients.

Role Overview:

In this dynamic role, you will take ownership of the client lifecycle, from working with our onboarding team to welcome new accounts to securing successful renewals. You will serve as a trusted advisor, collaborating closely with non-profit leadership staff (executive directors, operations managers, and IT directors) to understand their unique needs and challenges. Leveraging your exceptional customer focus and deep understanding of our solutions, you will develop and execute tailored strategies to drive client success and maximize the value of our technology services.

Key to your success in this role will be your ability to establish and nurture strong relationships with key stakeholders. Serving as the primary point of contact for your assigned portfolio, you will offer proactive partnership, guidance, and best practices to ensure clients understand and utilize the maximum value of our technology services and offerings. By leveraging your exceptional interpersonal and communication skills, you will cultivate long-term partnerships built on trust, transparency, and shared goals.

Key Responsibilities:

Client Engagement: Proactively engage with non-profit clients to understand their organizational objectives, challenges, and requirements.

Relationship Building: Cultivate and maintain strong relationships with key client stakeholders, becoming a trusted advisor on technology services and best practices.

Account Management: Take ownership of client accounts, ensuring timely and successful delivery of our services. Collaborate with internal teams to address client needs effectively.

Customer Retention: Implement strategies to enhance customer satisfaction, loyalty, and retention. Maintain a Customer Retention Rate of at least 97% for the assigned portfolio.

Expansion Revenue: Drive revenue growth through upselling and cross-selling opportunities. Identify and capitalize on opportunities for upsell and cross-sell revenue contributing to sustained growth across all accounts.

Check-in Schedules: Execute established check-in schedules with each client, typically on a monthly basis. Log all client meetings in the system of record weekly as they occur. Provide meeting notes to the client within 48 hours, clearly identifying action items, owners, and expected response times.

Executive Business Reviews: Establish and maintain a minimum of one annual Executive Business Review with key stakeholders. Produce and assess an Alignment Checklist/Cyber Baseline Report illustrating client progress toward goals and a roadmap for the next steps.

Collaboration and Communication: Demonstrate a learning mindset and a commitment to personal growth and development by seeking out training opportunities and actively learning. Actively participate in RoundTable Technology’s culture, including demonstrating and modeling our core values.

Qualifications:

• Proven experience in customer success, account management, or a related role.
• Understanding of the non-profit sector and its unique challenges.
• Excellent communication and interpersonal skills. Comfortable meeting and communicating with C-level executives.
• Ability to prioritize and manage multiple tasks while maintaining attention to detail.
• Technical aptitude and the ability to quickly grasp new technologies.
• Strong problem-solving and decision-making skills.
• Strong leadership and mentoring skills, with the ability to guide and support junior team members.
• Ability to work independently and as part of a team, prioritize tasks, and manage multiple projects simultaneously.
• Strong customer service orientation and a commitment to delivering high-quality solutions.

Schedule:

This is a salaried position with general hours of 40-45 hours per week; Monday-Friday.

Location:

This job is classified as a remote position, but occasional onsite visits to clients in the region are required. Applicants’ home locations must be in one of the following regions:

• Maine
• NYC Metro Area, New York
• Stamford, Connecticut
• Dallas/Fort Worth, Texas

Customer Success Manager Benefits:

• Salary: $65,000- $85,000
• Health/Dental Insurance
• Long & Short-Term Disability
• Life Insurance
• 401k with Matching
• Reimbursement for traveling, certs, and training
• PTO days & Holidays

Success in this role will be rewarded with a competitive salary, incentive plan, and a generous benefits package.

How to Apply

Please submit a thoughtful cover letter and resume to grow@roundtabletechnology.com. 

RTT is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. RTT is committed to providing IT employment opportunities to Women and Underrepresented Minorities in the IT industry.