POSITION SUMMARY

Humanitru is an integrations-first software platform for nonprofits that empowers organizations to centralize their data and streamline their operations. By connecting with leading platforms like Mailchimp, QuickBooks Online, DonorSearch, and other best-in-class tools, Humanitru replaces legacy CRMs and eliminates data silos, giving nonprofits a unified view of their supporters and operations.

We are looking for a results oriented Customer Success Manager (CSM) who is excited to support a growing portfolio at a high-growth SaaS company. You’ll be joining our growing (remote) team in Richmond as we continue to expand across the country.

You’ll manage the post-onboarding customer journey for a dedicated book of business, ensuring long-term growth and satisfaction. You take ownership of customer outcomes, build strong relationships, and are energized by helping organizations reach their goals. You proactively identify ways to drive more value, deepen adoption, and ensure each customer has an exceptional experience.

This role also involves collaborating closely with all areas of the business, driving innovation to ensure that the Humanitru implementation is a world-class experience.

OUTCOMES

1. 93%+ Gross Revenue Retention for assigned book of business

2. 108%+ Net Revenue Retention through renewals and expansion

3. 40+ Net Promoter Score from managed accounts

4. Customer Success Plans in place for all key accounts

5. Quarterly Business Reviews delivered for high-value customers

6. At least one subject matter or professional development conference attended

DUTIES

• Build deep relationships with nonprofit customers to ensure they are fully utilizing the Humanitru platform to achieve their goals

• Maximize customer satisfaction and retention by proactively addressing needs and advocating for customer interests internally

• Manage a book of 40–50 customers with an eye toward retention, health, and growth

• Develop and maintain customer success plans aligned with each client’s objectives, usage goals, and KPIs

• Monitor customer health metrics and product usage to surface insights and identify risks or opportunities

• Conduct regular check-ins and strategic business reviews with customers

• Drive adoption of features and workflows that increase the customer’s return on investment

• Collaborate with the Sales team to identify and support upsell opportunities

• Collect and share customer feedback with Product and Support teams to improve the customer experience

• Contribute to refining the customer success playbook and internal best practices

• Maintain accurate customer records in CRM and Success tools

• Support onboarding efforts in collaboration with Implementation team as needed

CULTURE

Transparent Communication

We pride ourselves on honest and transparent communication; preferring to over communicate than not communicate at all.

Innovative Problem Solving

We exist to not re-create the wheel, but to take the initiative to come up with new ways to solve old problems. This applies to our technology, our processes, our product lines, and our team.

Commitment & Accountability

We are committed and accountable to our customers and our team. When we say we will do something, we will do it. We do this through deep empathy, putting ourselves in our customers and teammates’ shoes to reach a deeper level of understanding and solve the right problems.

Hungry for Achievement

We strive to be the best in our industry. We can always do more for and learn more from each other.

Empathy

We put ourselves in our client and teammates’ shoes to reach a deeper level of understanding and solve the right problems.

WHY HUMANITRU

At Humanitru, we are more than just a company—we’re a team of passionate individuals who care deeply about the work we do and the impact we make. We are a remote-first company headquartered in Richmond, VA, offering the flexibility to work from wherever you thrive while staying connected to a collaborative, supportive, and dynamic team.

We believe in the power of teamwork and innovation, and every member of our team is a valued contributor to our shared success. We foster an inclusive culture where new ideas are encouraged, diverse perspectives are celebrated, and everyone has the opportunity to make their voice heard. Collaboration is at the heart of everything we do, and we love tackling challenges together, whether it's brainstorming creative campaigns, fine-tuning strategies, or celebrating a job well done.

What sets us apart is our passion for the nonprofit sector and our dedication to our clients. We partner with mission-driven organizations, helping them achieve more through innovative technology and thoughtful support. When our clients succeed, we celebrate right alongside them—because their victories are our victories.

At Humanitru, you’ll find not just a workplace but a mission-driven environment where you can grow, make an impact, and help uplift the nonprofit sector. As a minority-and-woman-founded company, we are committed to diversity, equity, and inclusion—values that shape both our internal culture and the work we do every day.

If you’re looking to join a team where your ideas, talents, and contributions matter—and where your work has the potential to make a meaningful difference—Humanitru is the place for you.