Customer Success Manager

Redwood City, CA

The 2020 Census is in jeopardy, putting at risk $700 billion in funding for schools, hospitals, food stamps, and other vital services. Accurate Census data is essential for fair redistricting from local school districts to State legislature and Congressional districts.

Who We Are

CommunityConnect Labs is the leading provider of technology solutions for a fair and accurate 2020 Census. We are a fast-growing software provider that serves several of the most innovative nonprofits and local governments in America. We are a nonprofit. 

We provide innovative mobile-first solutions as well as training for nonprofits and local governments to better connect and engage with marginalized communities. See more at 

We are winners of the Battery Powered Award, Twilio Social Impact Fund, Amazon Imagine grant, and awards from New Media Ventures and Full Circle Fund.

Our work has been evaluated by governments and published in statistical journals. Our last yielded a 200x ROI, providing local low-income communities with an estimated $46 million per year for the 2021-2030 decade ($460 million total). 

The Census is our once-in-a-decade opportunity to ensure government agencies and local nonprofits are equipped to secure a fair, accurate, and complete count.

The Opportunity

The new Customer Success Manager will be passionate about operational excellence, team management, and customer experience. You will supervise a growing customer support team, work on the client implementations of CommunityConnect Labs technology solutions, and work closely with clients, managing client expectations and ensuring complete customer satisfaction.  

  • Manage a growing customer support team.
  • Lead client implementations, including achieving all customer satisfaction metrics.
  • Gather requirements for client needs and mapping them to our existing and future products and services. 
  • Configure software solutions to satisfy client-specific business processes, rules, and other functional requirements. 
  • Collaborate with the engineering team and the client's engineering team on business requirements for system and data integration.
  • Test the fully configured application in coordination with our QA team to ensure the solution is producing expected results. 
  • Deliver formal training (e.g., webinars) to client project team members and/or end users. 
  • Provide knowledge transfer to client project team members throughout project lifecycle. 
  • Manage process improvement documentation; continuously develop new solutions. 
  • Document client best practices and product knowledgebase. Develop a self-service client platform that scales with business growth.
  • Manage multiple accounts, deadlines and milestones. 
  • Track and communicate client issues and proactively troubleshooting and resolving problems. 
  • Build custom demos of the product to showcase features that meet clients’ needs. 
  • Act as end-to-end implementation consultant for clients. 
  • Create user stories, workflows, process maps, BRD's and functional specifications for new enhancements.
  • Conduct user acceptance testing.
  • Maintain process documentation for training and internal use.
  • Provide sales support as needed.

Our Ideal Candidate
  • 5+ years of customer success experience in the software industry
  • Demonstrated project management experience 
  • Previous team management experience (including remote employees)
  • Quantitative or social sciences background with statistical software knowledge (R, Stata, SPSS, SAS) 
  • Technologically inclined (can learn our software platform within a few weeks)
  • Strong functional and technical understanding of survey design 
  • Success scaling processes to drive effectiveness and efficiency 
  • Ability to act as both a functional and technical expert
  • Experience designing and launching surveys on web-based platform 
  • Experience leading implementations with governments and nonprofits 
  • Excellent skills in communication, presentation, facilitation, and time management
  • Excellent client relationship skills and ability to manage client expectations 
  • Comfortable calling clients and engaging them in a conversation 
  • Understanding of business requirements definition, review of functional specifications, test plans, testing, user training, and deployment 
  • Ability to manage multiple priorities and perform well in a fast-paced environment while maintaining a high level of quality and client satisfaction
  • Ability to quickly grasp, learn, and provide solutions to meet client needs
  • Strong operational orientation with experience scoping, managing, and delivering technical/consulting project deliverables for external clients.  
  • Performs well in an environment with competing priorities, multiple projects, and an international virtual team. Can anticipate needs and address potential issues before they become a problem. 
  • Has a positive, upbeat, can-do attitude. Thrives with minimal guidance and can work independently, handle ambiguity, and navigate fast-changing requirements. 
  • Willing to travel as needed regionally across California and nationally (at least 10%)
  • Preferred Experience

            -  External consulting experience with nonprofit or government clients

            -  External consulting experience with nonprofit or government clients 

            -  Bachelor’s Degree 

Our Team’s Culture and Benefits

We know that great people make a great organization. We value our people and offer employees a broad range of benefits including health benefits and professional development opportunities.

An amazing mission: CommunityConnect Labs’ mission is to help innovative cities, counties, and nonprofits provide better services for low-income people.

We are impatient changemakers. The work is challenging and fast-paced. The hours can be long and we expect the highest quality of work from ourselves. 

We offer you the flexibility to make daily choices that can help you to be healthy, centered, and productive. We are a mission-driven company where you can do your best, most important work for society. We continuously look for new ways to maintain a culture where people's talents can shine. 

A diverse and inclusive workplace where we learn from each other is an integral part of our culture. We actively welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and a great place to work.

Location: Redwood City, CA

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