Colorado Nonprofit Association

Customer Success Manager

Intercambio is a great place to work! Intercambio was founded in 2001 to bring English learners and community volunteers together in language classes and gatherings to build skills, confidence, and life-changing connections. We have connected over 15,000 students, teachers, and adult ESOL organizations through our programs, trainings, and curriculum. Intercambio participants build relationships that break down barriers of language, culture, race, and socioeconomic status — creating connections that build a more fair, just, and inclusive society.  Our staff are experienced, diverse, passionate about our mission, and learn from our participants and each other.

The Customer Success Manager is responsible for building and maintaining strong, lasting relationships with clients post-sale. This role ensures customer satisfaction, drives the adoption of Intercambio’s products, and identifies opportunities for renewals and upselling. The Customer Success Manager plays a pivotal role in customer retention and in fostering long-term value for both the client and the organization.

This position is full-time (36 hours per week) and reports to the Director of Product Sales and National Network. The successful candidate will be expected to work in our Boulder & Longmont offices each week, and from home.

RESPONSIBILITIES:

Customer Engagement and Retention

• Build and nurture relationships with clients post-sale to ensure satisfaction and loyalty.
• Address customer needs and resolve issues related to the adoption and use of Intercambio products.
• Onboard new clients effectively, providing necessary training and support to ensure successful implementation.
• Promote the utilization of resources and services to maximize customer value and satisfaction.

Upselling and Renewals

• Identify opportunities for upselling and cross-selling additional products or services to existing clients.
• Execute strategies to promote network membership renewals (all levels) and increase customer lifetime value.
• Monitor and analyze customer feedback to identify trends and improvement areas for upselling initiatives.

Customer Communication

• Maintain and update customer communication systems, ensuring timely and accurate messaging.
• Develop and implement a comprehensive customer communication plan
• Document and share customer success stories and testimonials.

National Network Membership Development

• Collaborate with team members to enhance and promote the tiered network membership structure.
• Coordinate logistics and communication for network events and webinars.
• Ensure member portals are updated with events, resources, recordings, and other materials.

Conferences

• Manage the logistics around our attendance at professional conferences including registration and sponsorship.
• Attend professional conferences and staff exhibition tables (requires out of state travel).

Metrics and Reporting

• Monitor and report on key performance indicators (KPIs), including customer retention rates, upsell percentages, and customer lifetime value.
• Maintain accurate records of customer interactions, feedback, and progress in relevant systems.

Operational Support

• Work cross-functionally with curriculum, training, and logistics teams to enhance customer experience.
• Contribute to the development and upkeep of departmental procedures and resources.
• Support relevant website updates and portal management tasks as needed.

QUALIFICATIONS:

Required Qualifications

• Proven experience in customer success, account management, or a similar client-facing role.
• Strong interpersonal and communication skills, with the ability to build trust and rapport with diverse clients.
• Demonstrated problem-solving abilities and a proactive approach to addressing customer needs.
• Familiarity with CRM systems and customer success tools.
• Ability to analyze data and metrics to drive decisions and strategies.
• Commitment to Intercambio’s mission and values, with a focus on diversity and inclusivity.

Desired Qualifications

• Knowledge of English to Speakers of Other Languages (ESOL) or experience with adult education