Virtuous

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.

Enterprise Customer Success Manager

Support Engineer

• Handle escalated Tier 2 support tickets submitted via email and phone using Zendesk, with a strong focus on accuracy, ownership, and follow-through.
• Troubleshoot payment processing issues end-to-end across Virtuous Giving and Raise, including failed transactions, donor checkout errors, payment method issues, webhook/notification-related failures, and discrepancies between platform and gateway outcomes.
• Manage and support payment gateway integrations (such as: Stripe, Stax, Authorize.net, Paypal, etc..), including diagnosing configuration issues, validating credentials and connectivity, understanding gateway-specific behaviors, and identifying when issues originate in Virtuous vs. the gateway.
• Investigate and resolve reconciliation issues, including settlement timing, payouts, refunds, chargebacks, and mismatched transaction records ensuring accurate reporting and customer confidence.
• Meet and maintain performance metrics including response time, resolution time, ticket throughput, and CSAT.
• Troubleshoot complex, non-standard issues by reproducing problems, analyzing data, and identifying root causes.
• Investigate and validate potential product defects, document findings clearly, and collaborate with Engineering through Jira to drive resolution.
• Collect logs, account data, and environmental details to identify patterns, edge cases, or systemic issues.
• Propose creative and practical solutions or workarounds to help customers accomplish their goals—even when the product isn’t behaving as expected.
• Manage customer expectations by providing timely updates, setting clear next steps, and communicating technical details in an understandable way.
• Work closely with Customer Success to support customer health, retention, and overall experience.
• Adapt to evolving responsibilities and priorities in a fast-paced, growing SaaS environment.

Enterprise Customer Success Manager

Technical Support Engineer, Tier 2 – Payments Team