Client Success Manager

About JustFund

JustFund is the nation’s first – and only – common grant application platform connecting funders to organizations that are advancing social and racial justice. Our innovative technology streamlines the grantmaking process for applicants and funders making it easy to seek and distribute funding. Founded in 2017, JustFund’s community includes grantmakers committed to building a more equitable world, and our solution is used by nearly 200 collaborative and pooled funds and corporate and national foundations. As we step into this next phase, we're launching new products and features and are poised to make an even bigger impact. Learn more.

The Opportunity

JustFund is seeking a mission-driven Client Success Manager to join our growing team. 

In service of our mission to reset philanthropy, JustFund provides comprehensive grants management services and solutions to values-aligned funders. The Client Success Manager will play a crucial role in ensuring the success and satisfaction of our funder clients. The Client Success Manager will act as a strategic partner, working closely with clients to understand their unique needs and challenges. They will be responsible for providing seamless onboarding for new clients, conducting demonstrations on how to use the platform, being responsive to questions, and building strong relationships with high partner satisfaction. In partnership with the JustFund platform, the Manager will also be responsible for supporting our partners through grant cycle management needs, ensuring grant cycles run smoothly and on schedule. The ideal candidate will be a talented relationship builder, skilled project manager, and have experience or interest in the tech for good space.

The Client Success Manager will report to the Director of Customer Experience. The Client Success Manager role is remote and will be based within the United States and will regularly interface with US-based team members across multiple time zones.

Key Responsibilities

Manage Client Relationships: Provide high-quality and strategic service delivery to a portfolio of clients

• Training to support a deep understanding of the JustFund platform and client service delivery
• Cultivate strong relationships with clients, listening to their needs, providing best in class service and strategic guidance, tracking impact, and ensuring their overall success
• Manage a seamless and exceptional onboarding experience and customer support journey for clients by using HubSpot to track client engagement 
• Provide strategic support to clients by educating them on how best to use and leverage the platform and take advantage of new services while troubleshooting technical issues in a responsive manner
• Maintain accurate client records in Hubspot to escalate issues as they arise and ensure client communications are managed in a timely manner 
• Draft comprehensive grant summaries, dockets, and analytic reports for quarterly business reviews
• Responsible for the growth of the organization by identifying upsell and cross sell opportunities and negotiating all client renewals for assigned portfolio as defined in department KPIs 
• Identify opportunities to connect partners and grow JustFund community

Drive Client Success: Achieve high customer satisfaction through cross-functional collaboration

• Identify user needs and take proactive steps to ensure positive customer satisfaction
• Track, document, and analyze user behavior and feedback, including positive recognition and suggestions for improvement
• Identify, develop, and maintain resources such as how-to videos, frequently asked questions, tips and tricks, onboarding guides, webinars and trainings, and other helpful materials
• Work with the Product team to track technical issues, support the development of feature updates, and implement improved protocols to enhance user experience
• Stay abreast of industry trends and technology and explore opportunities to implement findings within JustFund’s current processes
• Other job-related duties as assigned

Qualifications

• Deep commitment to JustFund’s mission and values and excitement about working in a fast-paced, startup environment that thrives on innovation and adaptability.
• 3-5 years of related work experience in a client success role; SaaS company experience required, tech for good experience strongly preferred.
• Outstanding communication, customer service and relationship building skills.
• Outstanding project management and organizational skills, proven ability to juggle multiple projects simultaneously with exceptional attention to detail.
• Demonstrated experience working with GoogleSuites, Microsoft Excel, HubSpot, and project management tools and applications such as Zoom, and Slack, etc.
• Ability to travel 1-2 times per year for staff retreats.
• Knowledge of the social good community, which includes nonprofits, foundations, corporations, and individual donors a plus.
• Experience working in philanthropy or in grants management software is a plus.

Total Compensation (Salary and Benefits)

The Client Success Manager role is a full-time position, and we offer a competitive total compensation package. The annual salary range for this position is $80,000 to $85,000 and will be commensurate to experience. All full-time staff are eligible for our benefits package designed to promote wellness and work/life balance including:

All full-time staff are eligible for our benefits package designed to promote wellness and work/life balance including:

• Fully remote work environment
• Multiple medical, vision, and dental insurance options including options for 100% JustFund paid premiums for employees
• Paid time off: 15 days of vacation for first year employees, 13 holidays, 15 days of sick time, 3 personal days
• 401(k) account with 3% employer contribution
• FSA
• HSA with employer contribution
• Parental leave: 16 weeks paid leave 
• Access to additional health services such as One Medical, Teladoc, TalkSpace and KindBody
• Two weeks of annual company-wide office closures for mental health and restoration
• Quarterly wellness incentive
• Company provided Mac laptop 
• Home office set up reimbursement
• Cell phone and internet reimbursement
• Annual professional development funds and access to professional development opportunities
• Company retreats to connect with colleagues

Equal Opportunity Employment

JustFund is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. 

E-Verify Program

JustFund participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here.