Job Summary
We’re seeking a strategic and mission-driven Director of Product and Client Success to lead and transform our nonprofit solutions product line. This role is pivotal in driving client retention, building cross-functional alignment, and developing a customer-centric culture within our team. You will manage a multi-million dollar product portfolio with a focus on delivering high client satisfaction, enhancing self-service capabilities, and achieving a sustainable growth path.
Responsibilities
Client Retention & Success
- Achieve retention goals and increase ARR through proactive client engagement and renewal strategies.
- Address primary retention challenges by evolving self-service capabilities, addressing customer feedback, and reducing churn.
- Collaborate with account management to develop processes that elevate customer success and reduce dependency on high-touch service models.
Product Strategy & Vision
- Define and communicate the product vision, prioritizing features aligned with market demands and customer needs, particularly self-service options.
- Partner with cross-functional leaders in Operations, Development, and Account Management to ensure consistent product improvements and client satisfaction.
Leadership & Cultural Transformation
- Lead the team towards a customer success-oriented culture, emphasizing proactive support and a solution-driven approach.
- Drive accountability within the team, fostering performance, growth, and engagement while considering opportunities to upskill or restructure the team as needed.
Financial Management & Strategic Growth
- Oversee the P&L for the product line, managing budgets responsibly and aligning spending with growth goals.
- Identify and pursue revenue growth opportunities within the nonprofit sector, balancing mission-driven goals with financial objectives.
Cross-Functional Collaboration & Decision-Making
- Work closely with the Chief Product Officer (CPO) and executive stakeholders (CFO, CTO, VP of Customer Success) to align product and customer success strategies.
- Leverage tools such as PowerBI, Monday.com, and Zendesk to monitor KPIs and drive data-informed decisions.
Success Metrics
- Achieve annual client retention and ARR targets.
- Successfully partner with cross-functional teams to implement a sustainable client support model.
- Drive cultural transformation within the team, creating a customer-centric and performance-driven environment.
- Lead efforts to improve product self-service capabilities, reducing the reliance on high-touch support.
Requirements
- Proven experience in product management or customer success, ideally within a nonprofit or mission-driven organization.
- Strong leadership skills, with the ability to drive a cross-functional team towards shared goals.
- Financial acumen with experience in P&L management and budget oversight.
- Strategic thinking skills, with the ability to analyze market trends, position the product competitively, and enhance product roadmapping.
- Familiarity with data tools and KPI monitoring platforms (e.g., PowerBI, Monday, Zendesk).
Preferred Qualifications
- Background in nonprofit sector or experience working with mission-driven organizations
- Background in product lifecycle management or mentoring product managers.
Excited about this role but don’t meet every single requirement? Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
The Company offers a comprehensive employee benefits program, including:
- Medical, dental, and vision insurance options
- 100% Employer paid short/long term disability
- Basic Life
- 401(k) option with 100% company match
- Flexible paid personal/vacation time built on mutual trust and accountability
- 10 sick days annually
- 10 company paid holidays
- 6 weeks paid parental leave
Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.
Salary Range Disclosure
The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.
Salary Range
US Remote: $140,000 - $170,000 USD per year
Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.
Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.
