Virtuous

Support Engineer

• Respond to incoming support tickets from customers received via email or phone using Zendesk with exceptional attention to detail.
• Achieve and maintain key metrics such as ticket closures, response time, full resolution times, and CSAT.
• Innovation is key. It's necessary to propose creative solution(s)- i.e. using a feature maybe outside of its initial design intent if it helps get a customer closer to accomplishing a task.
• Demonstrate a strong ability to troubleshoot and resolve issues even when faced with unfamiliar or complex scenarios. Proactively seek out information, leverage problem-solving skills to identify and offer inventive workarounds in dynamic and challenging situations.
• Detect, analyze, and communicate bugs to the Tier 2 support team through thorough investigation and supporting evidence.
• Keep customers informed about the status of their issues, providing regular updates and setting clear expectations.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Work closely with the rest of the Virtuous Customer Success team to ensure positive customer health and experience.
• Adapt to new challenges and responsibilities as they arise in a dynamic work environment.

Technical Support Specialist – Tier 1

Technical Product Manager

• Own and scale the Virtuous Integration Marketplace. Expand verified integrations, improve partner onboarding, drive adoption metrics
• Drive strategy and facilitate implementation of strategic integrations across Virtuous products
• Develop the broader Partner & Creator Network vision: an in-app resource hub for customer, partner, and community-generated templates, workflows, and resources across all Virtuous products
• Influence marketplace economics, quality standards, certification programs, and partner incentive structures
• Define and execute Virtuous’s agentic integration strategy — MCP server support, n8n/Zapier native nodes, AI-powered workflow orchestration
• Build Virtuous’s position as an AI-forward platform that nonprofits and our partners can extend through agentic workflows
• Stay ahead of the rapidly evolving integration landscape: evaluate, prototype, and ship capabilities that keep Virtuous at the leading edge
• Collaborate with product squads to ensure AI capabilities extend through the integrations layer
• Own relationships and roadmaps for strategic technology partners
• Manage cross-product integration surfaces and drive integration-related requirements — ensuring CRM+, Raise, Insights, Momentum, Volunteer, and Analytics work together seamlessly
• Own foundational platform integration services
• Serve as the technical product voice in partner conversations — representing Virtuous’s platform capabilities, roadmap, and integration architecture
• Collaborate closely with Partner Marketing & Enablement to ensure partners have the technical resources, documentation, and support needed to build and sell on Virtuous
• Help shape partner strategy on the technical side: which partners to invest in, what integrations to prioritize, how to structure co-development efforts
• Influence partner-sourced pipeline and expansion revenue through better technical enablement and integration quality

Senior Technical Product Manager – Platform, Integrations

Account Manager

• Develop, execute, and operationalize a partnerships strategy that drives Virtuous’s subscription revenue growth and market expansion
• Apply an 80/20 approach, prioritizing the partners and relationships that generate outsized impact and long-term strategic value
• Regularly assess partner performance and portfolio health to ensure focus and resource alignment
• Lead, coach, and scale a high-performing team of Partner Managers with clear expectations and accountability
• Act as a player-coach, balancing team leadership with direct ownership of key strategic partner relationships
• Personally manage executive-level relationships with Virtuous’s most impactful partners
• Set the standard for partner engagement, communication, and execution across the partnerships team
• Identify, recruit, negotiate, and grow partnerships with technology and integration partners, nonprofit-focused agencies, and fundraising consultants
• Build clear partner value propositions and engagement models that support co-selling, services alignment, and customer outcomes
• Own ongoing partner communications, including enablement, updates, shared planning, and performance reviews
• Lead QBRs and strategic planning sessions with key partners
• Ensure partners are aligned to Virtuous’s positioning, GTM motion, and customer success expectations
• Think and operate like an enterprise seller—anchored in customer outcomes, ROI, and long-term value creation
• Partner closely with Sales on deal strategy, co-selling motions, and partner-sourced and partner-influenced opportunities
• Step directly into deal execution alongside Sales and Partner Managers when partner involvement is critical to winning or expanding accounts
• Partner internally with Sales, Marketing, Customer Experience, and Product to ensure partnership initiatives are aligned and effectively executed
• Work with Marketing on partner campaigns, events, and co-marketing initiatives
• Collaborate with CX to ensure partners support strong implementations, retention, and expansion
• Influence Product integration priorities and roadmap decisions based on partner and market insights
• Stay informed on trends in nonprofit technology, fundraising, and adjacent SaaS ecosystems
• Identify partnership opportunities that create differentiation and competitive advantage
• Represent Virtuous at industry conferences, partner events, and in-market activities
• Establish and track clear KPIs to measure partner performance, pipeline contribution, and revenue impact
• Hold both the partnerships team and personally owned partner relationships accountable to outcomes
• Use data-driven insights to continuously refine partnership strategy and execution
• Travel approximately 20% to support in-market partner engagement, including in-person visits, QBRs, conferences, and joint in market events to drive awareness and pipeline

Director of Partnerships

SDET

• Help our Engineering team develop world class B2B SaaS product
• Define testing strategy
• Design test plans, scenarios, scripts, documentation and procedures
• Analyze test results and report findings
• Participate in agile ceremonies, and participate in team development by both manually testing features and bugs as well as writing automated tests within the confines of a sprint.
• Collaborate with development, product, and customer teams to engineer solutions to bugs and identify areas for improvement for our suite of products
• Manage the bug triage and remediation process
• Lead testing efforts for new features from design through release.

Senior SDET

Customer Success Manager

• Customer Relationship Management: Serve as a dedicated point of contact, accompanying customers on their journey from sales closure through the entire lifecycle. Cultivate deep, meaningful multi-threaded relationships, ensuring customer loyalty and trust with all key stakeholders for optimized product adoption.
• Proactive Issue Resolution: Anticipate customer issues and proactively address them before they escalate. Your proactive approach distinguishes you from traditional customer service, turning potential problems into opportunities for customers and Virtuous alike.
• Strategic Account Expansion: Understand each customer’s unique needs, allowing you to suggest innovative solutions that enhance their success with our products. Identify organic upsell opportunities by comprehensively understanding their use-case, ultimately driving business growth.
• Advocacy and Collaboration: Advocate for Virtuous by generating excitement about upcoming product launches and updates. Collaborate with internal teams including customer success, sales, support, and product, voicing customer concerns and needs and ensuring a customer-first approach company-wide.
• Product Expert: Provide strategic product support and comprehensive guidance on best practices. Your expertise ensures customers seamlessly adopt our products, enhancing their overall experience and deepening customer trust.
• Issue Identification and Resolution: Handle complex customer issues with efficiency and professionalism. Offer tailored product and service solutions to address customer pain points, demonstrating Virtuous’ commitment to customer satisfaction and project manage resolution strategies through completion.
• Strategic Vision: Adopt a bird’s eye perspective on customer interactions, focusing not only on immediate gratification but also long-term stability and proactive forward thinking. Leverage this high-level view to identify potential challenges and convert them into cost-saving solutions for both customers and Virtuous.
• Renewals Management and Upsell Strategy: Take ownership of customer renewals and upsell cycles, meticulously managing the process from initial outreach through contract close. Demonstrate a deep understanding of Virtuous contracts, ensuring compliance and favorable terms for both parties. Engage in strategic negotiation discussions, leveraging your knowledge of customer needs and our product offerings. Display creativity in pricing strategies, tailoring solutions to meet customer requirements while optimizing revenue for Virtuous. Your ability to navigate the renewal and upsell process contributes significantly to customer retention and revenue growth, ensuring mutually beneficial outcomes for Virtuous and our valued clients.

Technical Support Specialist – Tier 1

Senior Technical Product Manager – Platform, Integrations

Director of Partnerships

Senior SDET

Enterprise Customer Success Manager