We are seeking a highly motivated and client-focused Account Success Manager to join our Client Success Team. The primary responsibility for an Account Success Manager is to ensure that our clients are actively engaged with Engaging Networks and effectively utilizing our technology.
About Engaging Networks
Engaging Networks is a growing, global Software-as-a-Service company with headquarters in Washington, DC, and London. Our platform, including the most advanced nonprofit-focused AI tools, empowers more than 400 nonprofit clients worldwide to engage supporters through fundraising, advocacy, communication, and community engagement. We are proud to work with leading organizations such as Amnesty International, WWF, Oceana, Human Rights Campaign, Oxfam, PETA, HSUS, The Nature Conservancy, UNICEF Canada, Cancer Research UK and many more. For the past four years, we have achieved an outstanding 97% client retention rate.
We’ve cultivated a fun, energetic work environment centered on innovation and client success. This focus has driven our sustained annual growth of 25% or more. Join us in helping mission-driven organizations achieve their goals by using our cutting-edge technology.
The Opportunity
We are seeking a highly motivated and client-focused Account Success Manager to join our Client Success Team. The primary responsibility for an Account Success Manager is to ensure that our clients are actively engaged with Engaging Networks and effectively utilizing our technology. This is achieved through the ability to build strong, trusted relationships with clients, from onboarding through to contract renewal. You will gather client feedback for continuous product improvement and serve as their advocate, collaborating with internal teams to overcome client challenges, deliver solutions, and drive product adoption.
Your Key Responsibilities
- Client Engagement:
- Proactively build and maintain strong relationships with global clients, ensuring they derive maximum value from the Engaging Networks platform to drive long-term retention.
- Monitor client activity levels to identify accounts at risk of disengagement, proactively re-engaging them through tailored outreach, strategic guidance, and personalized training.
- Prepare targeted training sessions—both virtual and in-person—to help clients deepen their platform expertise and increase adoption, supplementing formal support and self-service learning tools.
- Develop relationships with multiple stakeholders within each client organization to strengthen institutional ties and mitigate churn risks.
- Strategic Communications:
- Showcase client successes to the broader community, sharing best practices and case studies that reinforce the platform’s value and encourage continued engagement.
- Contribute to client education resources, including support articles, release notes content, and knowledge-sharing initiatives that enhance user experience and product adoption.
- Ensure proactive and timely renewal discussions by providing clear value reinforcement and reminders ahead of subscription deadlines.
- Onboarding for Success:
- Lead onboarding efforts in collaboration with the Client Support team, ensuring new clients are set up for long-term success through a smooth and effective implementation.
- Growth and Expansion:
- Identify expansion opportunities within existing accounts and coordinate or conduct product demonstrations that align with client goals.
- Connect clients with additional resources, such as the Engaging Networks Community, to help them unlock more value from the platform.
- Renewal Management:
- Support accurate and effective renewal forecasting and opportunity management in Salesforce.
- Negotiate competitive renewal contracts that align with client needs and Engaging Networks’ business objectives.
- Proactively identify at-risk clients and intervene early to resolve concerns, ensuring client satisfaction and contract renewals.
- Product Feedback:
- Collect, analyze and anticipate client feedback to advocate for meaningful platform enhancements, ensuring the software evolves to increase client retention and satisfaction.
- Fostering a Client Community:
- Contribute to the success of our annual Engaging Networks Client Community (“ENCC”) conferences by helping to shape the agenda, providing educational content, participating in sessions and fostering client connections.
- Develop and support additional client engagement events that strengthen community ties, encourage knowledge-sharing, and drive long-term loyalty.
- Participate in major nonprofit sector events, strengthening client relationships and reinforcing the value of our solutions.
Qualifications
Engaging Networks is a dynamic business. Everyone on the team supports our entrepreneurial approach
to meeting company objectives. This means helping and supporting the work of others, and
acknowledging that hard work is an essential ingredient to the success of any growing business. Some of
the more specific requirements are listed below.
- Required:
- Three (3)+ years of experience working in nonprofit technology, customer success or account management, with a track record of driving client retention.
- Proven ability to build and maintain strong client relationships, fostering trust and long-term engagement.
- Strong emotional intelligence (EQ) – excellent listening skills, empathy and the ability to navigate complex client needs with professionalism and care.
- Exceptional verbal and written communication skills, and the ability to simplify complex technical concepts.
- Problem-solving mindset, able to assess client challenges, identify solutions, and drive strategic outcomes.
- Highly-organized and detail-oriented with a proactive, solutions-focused mindset and enthusiasm for contributing to a high-performing team.
- Willingness to travel.
- You are located in the Washington, DC area, or at least in the Eastern Time Zone. While this is a fully remote position, we encourage, but do not require, employees to work in our office in Washington, DC.
- Preferred:
- Established network in the nonprofit sector, enabling deeper client connections and industry insights.
- Experience with eCRM and digital engagement software such as Engaging Networks, or with similar platforms.
Compensation and Benefits
- Base Salary: $75,000 – $85,000 USD annually, based on experience.
- Benefits: Comprehensive health, dental, and vision plans, paid vacation, parental leave, 401-K plan, and additional perks. Engaging Networks fosters a culture of innovation, collaboration, and positivity. We encourage professional growth, celebrate individual and team achievements, and prioritize work-life balance. Employees also enjoy a wellness program, an employer matching gift program, and a paid volunteer day to give back to any causes they care about.
Engaging Networks values diversity and is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran or disability status. If you require accommodations during the application process, please let us know.
How to Apply
If you are interested in applying, please send a resume/CV to [email protected] with the subject line “Account Success Manager” Please include a statement describing why your specific abilities and professional experience make you an especially good fit for this opportunity.
To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.
