Client Engagement Manager

What You’ll Do: 

Client Relationship Management 

• Serve as the primary liaison for assigned client accounts, fostering and maintaining strong relationships. 

• Conduct regular check-ins and strategic reviews to assess client satisfaction and identify areas for improvement. 

• Advocate for client needs, ensuring their feedback is incorporated into product and service enhancements. 

Account Oversight & Engagement 

• Monitor client engagement levels, proactively addressing concerns and challenges to ensure ongoing success. 

• Collaborate cross-functionally with internal teams, including Support, Implementation, and Product Development, to resolve escalations and enhance service delivery. 

• Assist clients in fully leveraging the platform’s capabilities through training, consultation, and tailored support. 

Growth & Retention 

• Identify opportunities to expand platform usage and ensure clients maximize their investment. 

• Identify areas for cross sell and upsell of Products and Services. 

• Partner with internal teams to refine retention and engagement strategies. 

• Track account performance, analyze trends, and identify potential risks and opportunities for development. 

• Support client reference programs and contribute to case study development in collaboration with the marketing team. 

Operational Excellence 

• Maintain accurate and up-to-date documentation of client interactions, issues, and resolutions using CRM and account management tools. 

• Provide regular reporting on account health, engagement trends, and client feedback. 

• Stay informed on industry trends and best practices to offer valuable insights to clients. 

• Ensure a seamless transition from implementation to ongoing account management, enhancing the overall client experience. 

• Other duties as assigned. 

What You’ll Need: 

• Bachelor’s degree in Business, Account Management, Communications, or a related field, or equivalent experience. 

• 5-10 years of experience in account management, client engagement, or customer success within SaaS or technology solutions. 

• Proven ability to build and maintain long-term client relationships. 

• Strong problem-solving skills with a proactive approach to addressing client needs. 

• Experience with data analysis and reporting to track account health and optimize engagement strategies. 

• Proficiency in CRM tools such as Salesforce or similar platforms. 

• Ability to travel approximately 20% of the time. 

Preferred: 

• 10+ years of experience in account management or customer success, particularly in the nonprofit, research, or philanthropic sectors. 

• Experience with SmartSimple, Foundant or similar SaaS platforms. 

• Project management experience, including client transitions and operational improvements. 

• Knowledge of research funding and associated processes is an asset. 

• Must be legally eligible to work in USA.

Why You’ll Love Working at SmartSimple + Foundant 

• At the heart of everything we do is a commitment to innovation and making a positive impact. Whether you’re working on projects that empower not-for-profits, community foundations, or corporations, your contributions will help drive real-world change. 
• We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives.  
• With our Flexible PTO policy, you’ll have the freedom to manage your time in a way that supports your personal well-being and professional success. 
• We’re committed to your professional and personal development.  With our merger, you'll have the chance to collaborate across teams at both SmartSimple and Foundant, giving you exposure to diverse ideas, expertise, and projects that span multiple industries.  
• As part of a larger organization, you’ll have even more opportunities to grow your career. Whether it’s exploring new roles, leadership opportunities, or shifting to a different department, we support internal mobility to help you achieve your career goals 
• You’ll enjoy autonomy and responsibility, empowering you to approach your work creatively and independently, fostering innovation and independent thought. 
• Employee recognition is a core part of our culture. When you do a great job, we make sure everyone knows about it!  

SmartSimple and Foundant are equal opportunity employers, committed to building a diverse workforce that represents the communities we serve. We welcome and encourage applications from all qualified candidates, and will consider all applicants without regard to race, color, citizenship, religion, sex, marital/family status, sexual orientation, gender identity, Indigenous status, age, disability, or individuals who may require accommodation. 

Accommodations are available upon request for candidates participating in all aspects of the selection process. If you have accessibility requirements during the recruitment process and require accommodation, please contact hr@smartsimple.com.