Customer Success Manager

feathr · USA

managerfull timeremote
Apply on feathr’s site →

Role at a Glance

Remote Customer Success Manager at Feathr — a nonprofit-focused marketing SaaS platform serving 1,300+ organizations. Base salary: $75K; OTE: $105K. Own a portfolio of strategic accounts, lead Quarterly Business Reviews, and drive end-to-end renewals. Requires 3+ years in B2B SaaS customer success or account management and 2+ years of digital marketing campaign experience. Nonprofit industry background is a strong differentiator. Core tools: Salesforce and Planhat.

What This Role Is About

At Feathr, the Customer Success Manager is the primary relationship owner for a dedicated book of nonprofit clients. You take full accountability for account health and long-term growth — learning each customer's mission and goals, mapping those to platform capabilities, and ensuring sustained value realization. Day-to-day scope spans proactive outreach, structured business reviews, renewal negotiations, expansion conversations, and coaching clients until they can independently plan and execute digital marketing campaigns without requiring hand-holding at every step.

About Feathr

Feathr is a marketing software company built exclusively for the nonprofit sector. More than 1,300 nonprofits rely on the platform to design and run digital campaigns, deepen community engagement, and measure impact — the stated goal being to help mission-driven teams accomplish more with the resources they have. The company is headquartered in Gainesville, Florida, and operates as a distributed, remote-first organization. Its internal culture framework centers on direct communication, shared accountability, and practical progress over organizational polish — expressed through values around candor, trust, and service.

What You Will Own

  • Serve as primary point of contact and relationship owner for a portfolio of strategic nonprofit accounts
  • Develop deep Feathr product expertise and act as a strategic marketing adviser to each client
  • Build and execute Joint Success Plans that connect each customer's organizational goals to specific platform capabilities
  • Lead Quarterly Business Reviews and other structured customer touchpoints to surface value, flag risk, and identify growth opportunities
  • Own the full renewal lifecycle — including contract discussions, pricing conversations, and expansion scoping
  • Drive multi-threaded stakeholder relationships within client organizations to broaden buy-in and reduce churn risk
  • Coach customers to independently plan and launch digital marketing campaigns using the Feathr platform
  • Maintain accurate account health updates, activity records, and status notes in Salesforce and Planhat
  • Guide clients on creative and effective use of platform features to amplify marketing reach and measurable outcomes

Must-Have Qualifications

  • 3+ years in a dedicated Customer Success or B2B SaaS Account Management role focused on retention, renewal, and customer value outcomes
  • 2+ years of hands-on experience developing, managing, or planning digital marketing campaigns
  • Demonstrated ability to manage shifting priorities — including escalations and retention risk — while consistently meeting critical deadlines
  • Comfortable leading high-stakes conversations and contract negotiations with senior stakeholders and executive decision-makers
  • Clear, proactive communicator who can translate complex or technical concepts for varied non-technical audiences
  • Strategic account perspective: ability to maintain a long-term view of account health without being derailed by day-to-day tactical requests

Preferred but Not Required

  • Experience working within or directly serving the nonprofit or association sector (strongly preferred by Feathr)
  • Familiarity with applying current marketing best practices to client campaign strategy and advisory conversations
  • Prior use of Salesforce or Planhat for account tracking and customer health monitoring

Skills Breakdown: Must-Have vs. Nice-to-Have

This is a mid-to-senior individual contributor role. Two technical qualifications are non-negotiable gates: multi-year B2B SaaS customer success or account management experience, and direct digital marketing campaign work — both with documented multi-year track records. Beyond credentials, Feathr's structured interview process explicitly evaluates character traits: strategic thinking, executive communication presence, and a coaching-over-supporting mindset. Nonprofit sector knowledge is a meaningful differentiator, not a screening gate. Salesforce and Planhat proficiency is implied by the daily workflow but is not listed as a formal hard requirement.

Compensation and Pay Structure

Feathr has published explicit figures for this role. The base salary is $75,000 annually. Variable compensation of up to $30,000 is tied to performance — primarily renewal and expansion outcomes that this role directly owns — bringing total on-target earnings to $105,000 per year. The variable component represents roughly 29% of OTE, meaning retention and account growth results are directly consequential to total pay. No equity, signing bonus, or location-based salary differential is referenced in the job posting.

Benefits and Perks

  • Fully remote work arrangement
  • Health insurance (approximately 99% employer-covered for employees)
  • Dental and vision insurance
  • Paid vacation time and paid sick leave
  • Extended winter break
  • Parental leave
  • Wellness reimbursement credit
  • Home office stipend
  • Professional development budget
  • Team events and social hangouts

Location and Work Arrangement

This position is fully remote and open to candidates located anywhere in the United States. Feathr expresses a preference for applicants in Eastern or Central time zones to ease scheduling alignment across the team. Candidates based in or near Gainesville, Florida, have the option to work from the company's physical headquarters. Visa sponsorship is not mentioned in the job posting.

Frequently asked questions

Is this Customer Success Manager role at Feathr fully remote?

Yes. The position is open to candidates located anywhere in the United States. Feathr prefers applicants in Eastern or Central time zones for scheduling purposes, though it is not stated as a hard requirement. Candidates near Gainesville, Florida, also have the option to work from the company's headquarters instead.

What is the total compensation for this role?

The base salary is $75,000 per year. Variable compensation of up to $30,000 is available based on performance — primarily tied to renewal and expansion outcomes — bringing total on-target earnings to $105,000 annually. No equity or signing bonus is mentioned in the posting.

What does Feathr's interview process look like for this position?

Feathr uses a structured four-stage process: (1) an HR information screen covering work history, compensation expectations, and role overview; (2) a 45-minute hiring manager interview focused on technical fit and requirements; (3) a take-home work assignment (estimated at no more than 90 minutes) followed by a panel presentation to three team members; and (4) a reference check, background check, and formal offer stage.

Is nonprofit experience required to apply?

It is not listed as a hard requirement. However, Feathr explicitly describes nonprofit or association industry experience as strongly preferred. Candidates who bring that background will have a clear competitive advantage in the process.

Which tools will I use in this role?

The job description names Salesforce and Planhat as the primary platforms for tracking account progress, health metrics, and status updates. You will also develop deep familiarity with the Feathr marketing platform itself, since advising customers on its use is a core part of the role.

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