Customer Success Manager

About the Company

Kindsight develops technology that helps fundraising teams create greater impact. The company has long served education, healthcare, and nonprofit organizations with fundraising solutions and a large charitable giving database. As the fundraising landscape changes, Kindsight continues to advance its platform with real-time data, AI-powered insights, purpose-built CRMs, donor research tools, and generative AI to help organizations find, manage, and engage donors more effectively.

Role Overview

The Customer Success Manager will be responsible for helping customers realize value from Kindsight’s products and services. This role focuses on strengthening customer relationships, improving retention, supporting growth, and making sure customers have a strong experience throughout their journey. The position also involves tracking adoption patterns, interpreting customer data, and offering guidance that helps customers meet their goals.

Key Responsibilities

• Develop trusted relationships with customers and act as their main point of contact and internal champion.
• Support customer retention and account growth by understanding client objectives and helping them achieve meaningful outcomes.
• Track product usage and satisfaction levels, then use feedback and data to spot patterns and improvement opportunities.
• Stay in regular contact with customers to provide coaching that helps them get the most value from the platform.
• Spot opportunities to expand accounts through upsell and cross-sell motions that contribute to revenue growth.
• Identify customers who may be at risk of churn and take proactive steps to address issues early.
• Deliver experiences that contribute to strong customer sentiment and positive NPS outcomes.
• Encourage satisfied customers to serve as advocates through testimonials, case studies, and references.
• Coordinate with internal teams as needed to resolve customer needs and support account success.
• Bring customer feedback into sales discussions and product planning so the company can improve its offerings.
• Travel occasionally to customer locations and conferences when required.

Requirements

• Bachelor’s degree in business administration, marketing, communications, or a similar field, or equivalent experience.
• At least 3 years of experience in Customer Success, Relationship Management, Partner Management, or Account Management within a SaaS environment.
• Strong verbal and written communication skills, along with the ability to build trust with stakeholders at different levels.
• Solid problem-solving ability and a proactive, resourceful approach to customer challenges.
• Comfort working with data to identify trends, draw conclusions, and guide decisions.
• Curious mindset with a willingness to learn and ask thoughtful questions.
• Highly organized and detail-focused, with the ability to manage multiple customers and projects at once.
• Demonstrated success in retaining and expanding customer accounts.
• Working knowledge of Salesforce, Gainsight, MS Office, and Google Workspace.
• Passion for excellent customer experiences and long-term customer outcomes.
• Experience with nonprofit organizations and an interest in the sector.
• Empathetic, positive, and motivated to help customers achieve their goals.
• Action-oriented mindset with a strong focus on results and speed.

Compensation

The target on-target earnings for this role is CAD 55,000 to CAD 90,000 per year, depending on experience, market benchmarks, and role complexity.

Equal Opportunity

Kindsight states that this is an open role for an existing vacancy and that it is committed to an inclusive workplace where people of all backgrounds can contribute and grow. Hiring decisions are made based on skills, potential, and impact. The company notes that it does not discriminate on the basis of gender identity or expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken, or veteran status.

Recruitment Technology

The company uses artificial intelligence tools in parts of its hiring workflow, such as resume screening, drafting job descriptions, creating interview questions, and occasionally identifying potential candidates. Final hiring decisions are made by people, not AI. Kindsight says these tools are used to streamline administrative work, improve the candidate experience, and support fair, unbiased hiring practices.