Customer Success Manager

Title: Customer Success Manager

Location: Remote

Reports to: Director of Customer Success

Salary Range: $68,000 - $70,00 Per Year (Eligible for earning commissions upon

successful contract renewals and adoption)

About The Fedcap Group

• Founded in 1935, The Fedcap Group is a $425M global nonprofit organization
• focused on advancing economic well-being for individuals facing barriers to
• employment. Headquartered in New York City, Fedcap operates across 106 locations
• in 29 U.S. states, the U.K., Canada, and Australia serving nearly 332,000 people
• annually. Fedcap’s mission is to create opportunities for people facing barriers
• to achieve economic independence, dignity, and become contributing members of
• society. Through innovative programs, strategic partnerships, workforce
• development initiatives, and community-based services, Fedcap helps individuals
• build sustainable pathways to employment and long-term success.

About Single Stop

• Mission: To build pathways out of poverty by leveraging partnerships and
• technology to connect people to existing resources, all through a unique
• one-stop shop.

• Fueled by state-of-the-art technology, a world-class staff, and our education
• and nonprofit network partners, Single Stop's vision is for every individual to
• have access to opportunities for achieving the American Dream. We are working to
• connect individuals living in poverty to untapped local, state, and federal
• dollars and benefits to put them on the road to economic stability and
• prosperity.

Website: https://singlestop.org/ [https://singlestop.org/]

Position Summary

• As Customer Success Manager (CSM) at Single Stop, you will play a critical role
• in the overall success and satisfaction of our partners. You will be the main
• point of contact for our customers, ensuring that they are fully supported from
• onboarding to the ongoing use of Single Stop's technology. In addition, you will
• deliver personalized consulting services, design and lead training sessions, and
• ensure our partners maximize the impact of our solutions on the communities they
• serve. You will increase user adoption, mitigate churn, foster long-lasting,
• productive partnerships, and explore opportunities to expand our relationship.

Key Responsibilities

• Onboarding & Training: Lead launch courses to onboard new partners to the

• Single Stop technology. Deliver training on best practices and provide
• ongoing support to ensure partners understand and effectively utilize the
• platform.

• Relationship Management: Serve as the primary consultant to partners, helping

• them implement and optimize their use of Single Stop. Provide tailored
• consulting services and solutions to meet specific partner needs.

• Performance Tracking: Monitor partner performance using data analytics to

• track outcomes, assess the effectiveness of implementations, and recommend
• improvements. Provide regular feedback to partners based on their results.

• Customer Retention, Success and Expansion: Work proactively to retain

• customers by maintaining high levels of partner satisfaction, troubleshooting
• issues, and resolving concerns. Actively engage with partners to renew
• contracts and identify opportunities for growth.

• Collaboration: Work closely with the Business Development team to ensure a

• seamless transition for new partners. Partner with the Director of Customer
• Success to develop training content and optimize consulting services.

• User Adoption & Churn Mitigation: Act as a thought leader within the

• organization by providing fresh, innovative ideas for increasing user
• adoption and reducing churn among partners.

• Partner Engagement & Marketing: Collaborate with partners to develop and

• execute marketing plans that drive program awareness, participation, and
• impact.

• Perform other duties as assigned.

Qualifications

• Experience & Skills
• Bachelor's degree required.
• At least 2-3 years of experience developing and facilitating training and/or

giving presentations to large and small groups (4-5 years preferred).

• Previous experience at a SaaS company.
• Experience in account management, including the ability to anticipate partner

• needs, analyze and evaluate performance metrics, and proactively recommend
• strategies for success.

• Proficient in utilizing technology to deliver training (teleconferencing,

videos, online guides, learning management platforms, etc.).

• Experience creating and managing partner marketing plans and engagement

initiatives.

• Clear ability to learn and teach the use of new technologies, platforms, and

software features to users of all skill levels.

• Able to utilize data to assess performance and provide meaningful feedback.
• Proficient with Microsoft Office applications.
• Passion to work for a mission-driven organization.
• Experience designing and facilitating consulting experiences and services for

clients.

• Proactive team player who brings fresh ideas for user adoption and churn

mitigation.

Benefits

• Health insurance (Medical, Dental, Vision)
• Paid time off (Vacation, Sick, Floating)
• Retirement plan 403(b)
• Flexible Spending Account (FSA)
• Commuter Benefits
• Life/Accident insurance
• Short-term Disability Insurance
• Long-term Disability Insurance
• Employee Assistance Plan (EAP)

• The Fedcap Group provides equal employment opportunities to all employees and
• applicants for employment and prohibits discrimination and harassment of any
• type without regard to race, color, religion, age, sex, national origin,
• disability status, genetics, protected veteran status, sexual orientation,
• gender identity or expression or any other characteristic protected by federal,
• state or local laws. We are an EOE employer committed to diversity.