Client Success Manager

About Kindsight: 

Kindsight builds technology that helps fundraisers make a difference. For decades, Kindsight has supported the education, healthcare, and nonprofit sectors with fundraising tools and the largest charitable giving database on the market. And as the giving sector evolves, so does Kindsight. As the leader in fundraising intelligence, Kindsight leverages real-time data and AI to help thousands of organizations around the world identify, manage, and engage with donors - at any scale. With purpose-built CRMs that corral all of that donor information and campaign tracking into one place, donor prospect research tools that offer proactive insights and real-time donor intel, and generative AI that creates personalized, meaningful content drafts at scale, Kindsight’s product suite is truly changing the game for donor fundraising.

Position Summary:

As the strategic anchor of the client relationship and a key driver of revenue growth, the Client Success Manager (CSM) maintains a deep understanding of the client’s goals, challenges, and long-term vision.  The CSM is the consistent thread throughout the client’s lifecycle and is responsible for strengthening trust, fostering engagement, and identifying opportunities for expansion of Kindsight’s products and services. This role plays a critical part in driving customer satisfaction, retention, and revenue growth through proactive engagements, strategic planning, and a deep understanding of client business needs. With every interaction, the CSM works to ensure each touchpoint supports retention, satisfaction, and growth.

The CSM works closely with assigned clients to understand their unique needs, provide ongoing strategic and technical guidance, and drive the breadth and depth of Salesforce CRM adoption to achieve organizational goals through Kindsight products and services.

This role is a relationship-driven professional with a strong sales mindset, exceptional communication skills, and the ability to translate client objectives into actionable growth opportunities. They are comfortable executing upsell strategies, presenting value-driven recommendations, and collaborating with cross-functional teams to deliver an exceptional client experience.

What You’ll Do:

• Own a portfolio of clients, serving as the primary point of contact to ensure satisfaction, retention, product adoption, and revenue growth.
• Build and maintain strong, long-term, trusted client relationships, advocating for their success and coordinating with Client Support to resolve technical issues.
• Develop and execute account growth strategies to identify and secure upsell, cross-sell, and renewal opportunities aligned with client goals and business needs.
• Deliver recommendations, showcasing how additional products, services, or features can drive measurable ROI for the client. 
• Proactively prospect within existing accounts to identify new business needs, product gaps, and expansion opportunities.
• Provide technical insights and leading practices to clients for optimizing Salesforce-native Kindsight products.
• Supports CRM clients with advancement ecosystem products, including Salesforce AppExchange and integrated solutions
• Maintain accurate pipeline and forecasting through CRM tools, tracking all account activity and revenue opportunities.
• Translate client feedback into actionable requirements for Product Management.
• Keep clients informed of Salesforce and Kindsight product updates, new features, and technical best practices.
• Drive renewals and expansion opportunities by demonstrating the technical and business value of our solutions.
   

What We’re Looking For:

• 3+ years of client management, account management, or technical customer success experience in a revenue-carrying role.
• Demonstrated success in negotiating contracts, pricing, and expansions for mid-market or enterprise clients.
• Experience in uncovering leads, developing opportunities, and closing expansion sales.
• Exceptional ability to communicate technical solutions to both technical and non-technical audiences.
• Strong organizational skills with the ability to manage multiple clients and deliverables.
• Consultative selling skills - comfortable conducting discovery, identifying needs, and positioning solutions with ROI.
• 3–5 years of Salesforce CRM hands-on experience (configuration, reporting, data management, workflows/automation, and user support required).
• Positive, collaborative team player who thrives in a cross-functional environment.
• Excellent communicator, both written and verbal.
• Strong organizational and time management skills, able to juggle multiple accounts, deadlines, and priorities.
• Bachelor’s degree in Business, Communications, or related field preferred.
• Experience with common fundraising related tools and products, including but not limited to Marketing Cloud, Blackthorn Events, iWave, GiveCampus, DonorSearch, etc.
• Knowledge of mission driven organisations/fundraising business processes and terminology strongly preferred.

This advertised position is for an existing vacancy at Kindsight. At Kindsight, we’re proud to be a place where everyone belongs and has an equal opportunity to contribute, thrive and grow. We hire based on skills, potential, and impact, and we believe our differences fuel innovation. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. We’re building a workplace where everyone has the opportunity to do meaningful work and make a difference.