Your Company:

As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence.

Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence.

We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers", all on a 4 day workweek, you've come to the right place.

But hey, don't take our word for it. Hear what current and former Flockers have to say about their experience.

VP of Customer Success

Compensation: $300K OTE ($200K salary + $100K performance-based variable comp)

Stock options package for ~0.4% equity

4-day work week

99% covered health insurance, 100% covered dental/vision insurance; “Summr” and “Wintr” breaks (i.e. full-company closure) + generous PTO + service days + unlimited sick days; flexible work environment

Your Work:

Feathr is the Nonprofit Marketing Platform, serving over 1,300 nonprofit customers including local charities, national foundations, museums, credit unions, professional societies and trade associations. Feathr unifies email marketing automation, digital advertising, web analytics, landing pages, conversion tracking, and more all within one platform designed specifically for nonprofits. We’re a high-growth VC-backed scaleup on track for $20M in ARR by the end of 2023 and $30M by the end of 2024. Our ACV is ~$15K, licenses are annual and auto-renewing.

As Feathr’s VP of Customer Success, you will serve as the department head of our 16-person Customer Success team with full responsibility for the retention and expansion of all existing customers. This is a revenue leadership role, and reports in to the Chief Revenue Officer alongside the department heads of Sales, Marketing, and Business Development.

You will collaborate closely with the heads of the Services department (which includes both Premium Onboarding and Managed Services) and the Product department (which includes both Product Support and Product Development) as stewards of the customer journey. And as a member of the company’s Leadership Team, you will participate in overall strategy and cross-departmental change management.

Your Experience

• 5+ years as the department head (or equivalent functional owner) of Customer Success (or whatever function owned revenue retention) at one or more high-growth B2B SaaS companies in the size range of $20M-$100M in ARR

• 15+ years of total experience managing customer-facing teams or in customer-facing individual contributor roles

• Experience managing customer-facing teams at a B2B SaaS company with an ACV in the range of $5K-$75K

• Experience managing Managers or Directors (who in turn manage teams of CSMs/AMs)

• Experience creating and implementing NEW playbooks, workflows, and processes for customer-facing teams

• Proficient in Salesforce Sales Cloud

• Proficient in remote collaboration tools such as Asana, Google Workspace, and Zoom (or their equivalents)

Your Qualities

• Leadership and Management - you’ve led teams and understand that management requires a mix of hands-on coaching, motivation, and tough discussions. You excel in building up your team members and building a culture of trust and accountability.

• Systems Thinker - you solve problems in repeatable ways that scale, with a mind for process-building and analysis.

• Collaborative and Communicative - skilled at working cross-departmentally through clear communication, empathy, and relationship-building.

• Culture Champion - positive attitude, growth mindset, and alignment with Feathr’s PACTS (see below).

Your Day

• Coach, develop, and mentor the Sr. Director of Customer Success

• Work with the Sr. Director of Customer Success, Team Manager(s), and Customer Success Operations Manager to successfully enable CSMs to drive retention and customer outcomes

• Establish Customer Success playbooks for different customer segments, customer profiles, and lifecycle stages

• Create and manage the Customer Success departmental budget and staffing plan

• In collaboration with Rev Ops, perform analysis of our retention/churn data to produce insights and process improvement

• In collaboration with Marketing and Product, create one-to-many customer experiences and communications that drive product adoption, brand affinity, and customer value

• Work closely with the Chief Revenue Officer and department heads of Sales, Business Development, and Marketing to refine and enact Feathr’s growth strategy

Location

Feathr is headquartered in Gainesville, FL but we are open to remote work anywhere in the Eastern or Central time zones. If remote, we expect (and financially support) in-person attendance at the quarterly full-company meeting, and occasional other visits (1-3 per year) to the Gainesville HQ for board meetings, leadership onsites, key team trainings, or culture-building opportunities.

Interview Process

As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved. Additionally, each interview stage consists of standardized questions and rubrics with a scoring system to ensure a consistent and fair assessment practice of all candidates.

CRO Interview (45 minutes) - Candidates at this stage are assessed for mutual fit based on the job post and application, and can ask any clarifying questions about the role/company.

CEO + CRO Joint Interview (75 minutes) - Candidates that move forward will do a longer interview diving into the details of their experience and further discussion of Feathr’s history and future.

Sr. Director of Customer Success + CRO Double Header Interview (45 minutes + 45 Minutes) - Candidates will interview first with the current Sr. Director of Customer Success, then separately with the CRO afterwards. These interviews are primarily for you to ask deeper questions about the “State of Customer Success” at Feathr currently.

Final Onsite Meeting (half day) - Candidates will be invited to an in-person visit of the Feathr headquarters in Gainesville, FL as the final interview step. During this stage, candidates will have the opportunity to meet with additional members of the Customer Success team and company Leadership, as well as the CEO and CRO.

Offer - The Talent Acquisition Team will reach out with the details of the offer to discuss with the candidate. At this time, we will collect and reach out to candidates’ references. This is also the opportunity for candidates to provide any additional information or context if there are concerns surrounding their background check. Feathr believes candidates that have made it to this point in the interview process are truly talented individuals, and so we are open to dialoguing background screens before turning away candidates that have consistently excelled through the interview process.

After all the details of the informal offer are finalized, the candidate will receive their formal offer.

Accommodations

If you require accommodations or assistance during the application or interview process due to a disability, please submit a request via this Candidate Reasonable Accommodation Request Form.

Benefits & Perks

We love our Flock and the work they do! But let’s be honest, life isn’t just about work. So we created a perks and benefits package that aims to help our team grow by including their wellness, families, passions, and personal time.

• 4 day workweek

• Full vision and dental, 99% health insurance

• Flexible Work Schedule

• Unlimited sick time for when you need to take care of your physical or mental health

• Vacation Time

• Extended Summr + Wintr Breaks

• Parental Leave

• Wellness Reimbursement Credit

• Home Office Stipend

• Professional Development Budget

• Team hangouts and events

You can read more about Feathr's decision to move to a 4-day workweek here.

Culture:

Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have.

• Practicality: Am I incrementally improving something or delaying perfection?

• Ambition: Am I staying in my comfort zone as opposed to learning and communicating what is necessary to solve

• the real challenges?

• Clarity: Is my audience understanding what I’m communicating?

• Trust: Am I being sincere and trusting others to do the same?

• Service: Am I expecting more from myself than from others?

This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges, the most important quality is a commitment to work through those challenges with self-awareness and honesty.

Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. So, however you identify and whatever background you bring with you, if you think you’d drive value in this position, please apply.

Compensation Range: $300K - $350K