Senior Client Manager
About the role
Responsibilities
Relationship & Revenue Management
Build genuine relationships with client teams, including decision makers, influencers, main points of contact, and nonprofit partners
Serve as a trusted advisor to foundation and nonprofit partners by deeply understanding their impact goals, data collection approaches, and metrics for success — providing guidance on data best practices, KPI measurement, and how to tell their impact story
Manage revenue including renewal, expansions, and referrals across clients in your portfolio
Lead success planning and quarterly business reviews (QBRs) with clients, tracking progress against goals and identifying opportunities to deepen value realization
Build a deep understanding of UpMetrics’ product and how it is best deployed across verticals so you can drive the client experience toward success
Lead a successful client onboarding process with team members aligned to specific client needs, facilitating sessions to help clients define their goals and data collection strategies
Balance big-picture and detail-oriented thinking to ensure that clients are on a path to reach their goals and that blockers are promptly addressed
Ensure that the UpMetrics platform is successfully implemented and embedded in key decision-making processes for clients
Manage multiple competing priorities to provide quality, sustainable levels of support to all clients in your portfolio, using technology and tools to stay organized
Serve as the “voice of the customer” internally to help drive the product roadmap
Understand how new features and product innovations will impact the user experience and communicate with clients to boost engagement
Continue to build your own knowledge and expertise by learning more about your clients’ work and the challenges they are trying to solve
Build community among clients and facilitate introductions in the sector as appropriate
Effectively use tools such as Salesforce, Slack, and Asana to support internal communication and collaboration in a remote environment
Strategic Project Management
Client Advocacy
About You
Previous experience in client-facing roles (strategic partnerships, consulting, professional services, customer success management, or account management
Experience in the impact sector (Foundations, Impact Investors, CSR, Nonprofits, EdTech or related)
Demonstrated ability to build strong relationships with diverse stakeholders at all levels
Excellent project management and communication skills
Quick learner, able to fully grasp high-level concepts as well as technological details
Adaptable, execution-oriented, and comfortable with ambiguity
Readiness to help test and improve team processes
Highly self-motivated and able to own multiple projects (internally and externally) in a fast-paced environment while working remotely
Bachelor’s degree or higher in a related field
UpMetrics Values
Our company values influence everything we do, from our work inside the office to how we choose our partners:
Team First — Collaboration is key. We support each other, respect each other’s strengths, varying backgrounds and views. We value everyone’s input.
Client Focused — Our work is personal. Many of us have direct experience working in the field and are deeply passionate about what we do. We take a partner approach with all our clients.
Show Integrity — We are open, honest, ethical, and fair. We expect integrity from the team internally and the people we choose to partner with.
Reflect and Improve — We are a data company always looking to get better. We test often, iterate, and look closely at metrics to build capacity and inform decisions.
Let's Go! — To create positive change, we never settle. In uncharted territory, we embrace challenges as opportunities, take ownership, and strive for excellence.
Compensation & Benefits
$105-130K annual salary based on experience, plus variable compensation
Equity incentive plan
70% employer paid health insurance for employees and family
Dental and vision insurance
Fully paid Life and Accidental Death & Dismemberment insurance
Fully paid Short- and Long-term Disability insurance
Unlimited time off policy, plus paid holidays and monthly Wellness Fridays
Paid parental leave policy, eligible after one year of employment
FSA plan, lifestyle spending account (LSA) for eligible professional development, wellness, and mental health expenses, and Employee Assistance Program via The Hartford
401K plan
Remote work equipment
Annual company retreat and quarterly virtual company events
Outstanding team and meaningful work