Customer Success Manager

At Submittable, we are transforming how organizations create social impact. Our platform empowers thousands of mission-driven organizations, from nonprofits to government entities, to make a difference in their communities and beyond. In 2024, our innovative software helped organizations worldwide run 30,000 programs, welcomed 1.2 million applicants, and facilitated the distribution of more than $10 billion in funding through our products on behalf of our clients.

We are on a mission to help organizations accelerate their impact, so we are proud to partner with organizations focused on Equity & Social Justice, Children & Education, Creative & Arts, Health & Wellness, Economic Justice & Opportunity, and Environment & Climate. At Submittable, technology and purpose converge, offering a unique opportunity to contribute to meaningful change.

About the role

The Customer Success Manager is the primary point of contact for an assigned group of Submittable clients, building trusted advisor partnerships that connect Submittable’s value to each client’s business goals. The role builds tailored Success Plans, leads regular Business Reviews, and helps clients grow their programs on the platform.

The Customer Success Manager partners with Account Executives, Technical Support, and other Submittable teams to resolve client needs and identify opportunities for expansion.

Key responsibilities

• Build trusted advisor partnerships with assigned clients, aligning Submittable’s value to each client’s key and overarching business goals.

• Serve as the primary point of contact for assigned clients, bringing in Submittable resources such as Account Executives or Technical Support as needed.

• Build long-term business relationships by following through on commitments and responding to client needs promptly.

• Evaluate client program priorities and create tailored Success Plans with clear goals and milestones, identifying barriers to program growth and recommending strategies based on client research and industry knowledge.

• Schedule and conduct Business Reviews to track Success Plan progress and identify opportunities for additional gains as they arise.

• Identify opportunities for Account Executives to expand Submittable’s footprint through new features, services, and instances.

• Recommend improvements to Submittable’s business, products, and client approach based on client feedback.

• Keep accurate, up-to-date client records in Salesforce.

Skills & Competencies

• 3+ years of experience in B2B SaaS sales, customer success, or account management.

• Experience recognizing sales and expansion opportunities within existing client accounts.

• Learns new software quickly and explains technical product functionality clearly to clients.

• Communicates clearly in writing and in conversation with client stakeholders at all levels.

• Organizes work across multiple accounts and competing priorities, meeting deadlines in a fast-paced, collaborative team environment.

• Adjusts plans and approach as client needs and priorities change.

• Keeps detailed, accurate records of client activity and commitments.

• Experience using a CRM to manage client records; Salesforce experience preferred.

• Experience supporting clients through complex procurement processes, such as those at government agencies or universities, preferred.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Compensation: The base salary range for this role is $70,000–$80,000 per year. The role also includes variable compensation, on an 80/20 base-to-variable split. At target performance, total on-target earnings (OTE) are $87,500–$100,000. The final base salary will depend on the candidate’s job-related experience, ski...