Senior Client Manager

Job description

*Location: Remote (U.S.-based)* *Department: Client Success* *Reports to: Vice President of Client Success* ### **About UpMetrics** At UpMetrics, we're building a world where impact organizations have the knowledge, tools, and connections to achieve their missions. Our mission is to help organizations accelerate impact through innovative technology and community, connecting funders and mission-driven organizations with the capital, insights, and relationships they need to succeed. To deliver on this mission, we provide an impact reporting platform in combination with expert services. Together, these products empower organizations to collect, analyze, and learn from their data—gaining insights and sharing their stories to inspire change. As a Senior Client Manager at UpMetrics, you will manage a portfolio of mission-driven clients, guiding them from onboarding through long-term success on the UpMetrics platform. We are looking for a relationship-oriented, strategically minded individual to serve as a trusted advisor to foundations, nonprofits, and/or impact investors working to measure and communicate their impact. The role requires experience in client-facing work such as account management, consulting, or customer success, building relationships with diverse stakeholders, as well as navigating complex projects in a fast-paced, remote environment. This is a great opportunity for someone who wants to sit at the intersection of technology and the social sector, while playing a meaningful role in how impact-driven organizations understand and tell their story. This position is full-time and remote. There may be occasional travel to partner/stakeholder locations as well as internal company meetings. ### 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 **Strategic Project Management** - 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 **Client Advocacy** - 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 ### 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