Client Success Manager (Nonprofit Accounts) - Remote

Are you experienced in sales and client retention but ready to work with mission-driven nonprofits instead of traditional corporate accounts? Nonprofit Megaphone is a remote, home-based company with a paid hands-on training program to amplify nonprofit voices!

Nonprofit Megaphone empowers organizations to expand their reach and impact by assisting them in obtaining and effectively managing the Google Ad Grant. Through this grant, nonprofits are able to share their stories with a wider global audience. Our team was recently recognized by Inc. Magazine on the Inc. 500 List as one of the fastest-growing companies in America.

At Nonprofit Megaphone, our team is 100% remote, so we are one of the few companies where working from home is the rule, not the exception. Because we are remote, we take team culture very seriously. We love chatting with each other over Slack, our internal instant messaging system, and we get together for an (optional) in-person retreat once a year. Nonprofit Megaphone also understands the need for portable and flexible careers and proudly supports military spouse employment through the Hiring Our Heroes #DiscoverTheTalent initiative.

Position Specifics: Full-Time, W2, salaried position, Continental United States, 9:00-5:00 M-F within EST, CST, MST, PST time zones.

Perks:

• Robust On The Job Training: With Nonprofit Megaphone’s hands-on training you will learn new career skills, in-demand tech knowledge, and gain the confidence needed to transition and thrive in your career.
• Earn While You Learn: During your first 90 days you’ll be paid while you learn each new skill and technology.
• Remote First Culture: We thrive in our remote environment and want you to as well. We spend time getting to know one another and building relationships both virtually and in person.
• Growth: Nonprofit Megaphone recognizes great assets when we see them. Our employees have the ability to continue their learning and growth through annual and ongoing development.
• Workplace Cohesion: We are a no drama llama environment and strive to build and support an atmosphere that is centered around inclusivity, honesty, drive, and transparency. As part of our commitment to fostering growth and collaboration, we also offer mentor hours once a week, provided by each member of our leadership team.
• Choose Which Nonprofits You Work With: As our Sales Team brings in new nonprofits (you are not required to bring in leads), you get to rank which organizations you would like to work with. Although we can’t make any promises, we are committed to ensuring you work with nonprofits you’re passionate about.

Compensation and Benefits:

• $70,000 annual base salary, reflecting the expectation of managing approximately 120 pro-equivalent accounts while maintaining strong retention and revenue performance. If an EAM successfully manages more than 120 accounts while maintaining quality standards, additional base pay adjustments may be available as the role evolves.
• 11 Federally Paid Holidays and unlimited PTO after 90 days of employment.
• Soft-close week between Christmas Eve and New Year’s Day, allowing you time to relax and recharge before the new year.
• After completing paid training, you’ll receive a minimum of $400/month in credit through ICHRA or $300/month through NPMPerks, which can be used for insurance or medical reimbursements. If you opt into ICHRA, we have a benefit guide to establish a Health Savings Account for healthcare savings!
• IronGate’s FICA Reduction Program available after 90 days.
• A $500 starting balance in your Tech & Wellness Stipend account upon successful completion of your 90-day review, followed by a recurring $20/month on your 1-year anniversary.
• 401k match after 1 year of service.
• Commission incentives above your salaried pay and more! Opportunities for commission include maintaining and renewing client relationships, selling additional services, and bringing in new leads.

Job Summary:

For search purposes, this role may be listed under related titles such as Client Success Manager or Strategic Account Manager. The official title within Nonprofit Megaphone is Executive Account Manager (EAM).

The Executive Account Manager role involves managing a portfolio of nonprofit clients, leading all client-facing communication, and maintaining or increasing Monthly Recurring Revenue (MRR) through renewals, plan upgrades, and add-on services. You will be responsible for retaining and growing current client MRR by building strong relationships, clearly communicating value and ROI, proactively resolving concerns, and collaborating closely with internal teams to ensure client satisfaction and long-term partnerships.

Key Responsibilities & Duties:

• Manage client revenue: Retain and grow current client MRR by securing renewals, plan upgrades, add-ons, and price updates while maintaining an MRR change goal of ≥ $0.
• Lead client communication: Serve as the primary point of contact for approximately 120 accounts, conducting Zoom calls, handling email communication, and providing ongoing support.
• Drive renewals: Confidently communicate NPM’s value and ROI, guide clients through renewal conversations, and secure prepaid renewals when appropriate.
• Promote add-ons and services: Identify opportunities to sell additional services that align with client goals and clearly articulate their benefits.
• Maintain high retention: Achieve and maintain at least 95% MRR retention to qualify for quarterly and annual retention incentives
• Collaborate with Grants Specialists: Provide feedback on account performance, ensure alignment on client strategy, and strengthen overall client satisfaction.
• Solve problems proactively: Address client concerns quickly and implement solutions that support retention and long-term success.
• Take ownership of results: Monitor performance metrics, analyze trends, and make strategic decisions to protect and grow client revenue.
• Work as a team: Communicate collaboratively with General Managers, Client Success team members, and leadership to maintain cohesion and excellence.
• Meet deadlines: Complete tasks within established turnaround times to ensure exceptional service delivery.

Qualifications:

• Sales experience: At least 1 year of experience in a sales or revenue-generating role is preferred. Experience in consultative sales, renewals, or upselling is a plus, but a strong desire to grow in a results-driven environment is essential.
• Client retention and customer service experience: At least 1 year of experience maintaining client relationships, managing renewals, or supporting long-term customer partnerships is preferred. The ability to build trust and drive retention is key.
• Client relationship management experience: At least 1 year of experience serving as a primary point of contact for clients or managing a portfolio of accounts is preferred. Strong relationship-building skills and ownership mentality are highly valued.
• Tech-savvy mindset: Comfortable with computers, Google Docs, Google Sheets, and website structures, with a willingness to learn and adapt to new technologies.
• Digital marketing experience (preferred): Familiarity with digital marketing concepts is a plus, but a willingness to learn is just as valuable.
• Self-motivated and adaptable: Ability to work independently in a remote setting while quickly learning and applying new skills.
• Exceptional communication skills: Strong command of the English language, including grammar, composition, and professional written and verbal communication.
• Outstanding time management and organization: Ability to prioritize tasks effectively, manage multiple client needs simultaneously, and maintain accuracy under deadlines.
• Client-focused approach: Dedicated to delivering high-quality service and positive experiences for clients.
• Receptive to feedback: Open to constructive criticism and committed to continuous improvement.
• Analytical thinker: Capable of assessing data and identifying key insights to enhance client success and account performance.
• Collaborative and professional: Maintains a positive attitude, fosters strong client relationships, and contributes to a supportive team environment.
• Detail-oriented and precise: Strong proofreading skills and keen attention to detail to ensure all communications are accurate.
• Values-driven team member: Embodies and upholds NPM’s core values: Growth Champion, Results, Always Honorable, No Drama (Llama), and Team Player.

Tech Requirements:

• A quiet, distraction-free environment for calls and meetings, as you’ll be engaged in communications the majority of the time.
• A typing speed of 60+ words per minute.
• Clear phone reception, a computer with a functional webcam, and a headset or headphones for optimal call quality, along with reliable internet connectivity.

To apply for this role:

Please submit your application through this form: https://forms.gle/T17KpcNFWEFwGdH88

Important: All sections of the form must be completed for your application to be considered. Please do not apply via Indeed—while we love that you found us here, we manage all applications through our current system.

Job Type: Full-time

Pay: From $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule
• Flexible spending account
• Paid time off
• Professional development assistance

Application Question(s):

• Did you submit your application through this form: https://forms.gle/T17KpcNFWEFwGdH88

All sections of the form must be completed for you to move on to the next steps of the application process.

Work Location: Remote