Client Success Manager

Job Description
POSITION OVERVIEW

The MIP Client Success Manager is the primary relationship owner for an assigned portfolio of MIP Fund Accounting clients and channel partners. This role blends client retention, revenue growth, and product adoption — ensuring clients derive measurable value from Momentive's MIP platform and adjacent SaaS offerings including Accounting and Fundraising products.

The ideal candidate is a consultative, data-driven relationship manager who thrives on helping nonprofit and government organizations succeed, can navigate a partner channel, and brings a track record of expanding revenue within an existing account base.

CORE RESPONSIBILITIES
Client Relationship Management
- Serve as the primary point of contact and trusted advisor for an assigned portfolio of MIP clients and channel partners.

- Conduct regular business reviews (QBRs/EBRs) to assess client health, drive product adoption, and align on success milestones.

- Proactively monitor account health indicators — usage data, support trends, renewal risk — and develop mitigation plans where needed.

- Build and maintain relationships across multiple stakeholder levels within client organizations, including finance leaders, IT, and executive sponsors.

Retention & Revenue Growth
- Own renewal outcomes for the assigned client portfolio; meet or exceed Gross Revenue Retention (GRR) targets.

- Identify and develop expansion opportunities including upsell of additional MIP modules, Accounting, Fundraising products, and professional services.

- Drive adoption of SaaS offerings with a proactive, consultative approach — connecting product capabilities to client business outcomes.

- Forecast revenue accurately for the assigned portfolio using Salesforce and relevant business intelligence tools.

- Manage the full sales cycle for expansion opportunities within existing accounts.

Partner Channel Collaboration
- Partner with channel partners on accounts within the assigned subset — including joint forecasting, co-selling activities, and escalation management.

- Coordinate with partners to ensure seamless client experiences and consistent delivery of Momentive commitments.

- Serve as an escalation point for partner-managed accounts when client satisfaction is at risk.

Cross-Functional Collaboration
- Work closely with Sales, Product, Support, and Implementation teams to advocate for client needs and ensure customer satisfaction goals are met.

- Maintain accurate, up-to-date records of all client interactions, opportunities, and account plans in Salesforce.

- Communicate client feedback and market trends internally to inform product roadmap and service improvements.

Other duties as assigned.

QUALIFICATIONS
Required
- Bachelor's degree in Business, Accounting, Nonprofit Management, or a related field — or equivalent work experience.

- 3+ years of experience in account management, client success, or B2B sales with a measurable track record of retention and/or revenue growth.

- Must have CRM experience (Salesforce preferred) experience maintaining pipeline, forecasting, and account health data.

- Strong understanding of SaaS business models and subscription renewal cycles.

- Excellent communication, presentation, and stakeholder influence skills — comfortable engaging from end-users through C-suite.

- Demonstrated ability to manage a large account portfolio with strong organizational skills and attention to detail.

- Experience working with or within channel partner environments.

Preferred
- Experience with MIP Fund Accounting, Sage Intacct, or other nonprofit/government fund accounting software.

- Background in or working knowledge of the nonprofit or government sector and fund accounting concepts.

- Familiarity with customer success platforms (e.g., Gainsight, Totango, ChurnZero).

About Us

Momentive Software amplifies the impact of over 20,000 purpose-driven organizations in over 30 countries, wi