Feathr, Inc.

Role Description As a Customer Success Manager at Feathr, you'll play a vital part in our mission to deliver unparalleled digital marketing solutions to nonprofits. You’ll be a key contributor on a team that's reshaping the way nonprofits nurture and engage their communities. You serve as the bridge between Feathr and our customers, by not just ensuring their satisfaction, but by also understanding clients’ unique needs, and driving their success by serving as subject-matter-expert and guide. You will inspire and empower our customers by offering strategic insights and best practices, fostering a productive and outstanding customer experience that drives exceptional outcomes. Qualifications - 3+ years of experience in a dedicated Customer Success or B2B SaaS Account Management role, focused on driving customer retention, renewal, and value outcomes. - 2+ years experience developing, managing, or planning digital marketing campaigns. - Non-profit or association industry experience is strongly preferred. Requirements - Agile & Organized: Maintain exceptional organization and expertly manage shifting priorities—including escalations, retention risk, and strategic initiatives. - Strategic Vision: Maintain a high-level view of account health, focusing on long-term business strategy and value realization. - Customer Educator: Empower customers to become proficient and self-sufficient in the application while proactively driving adoption of new features and best practices. - Executive Presence & Commercial Acumen: Comfortable leading strategic conversations with senior decision-makers and adept at managing the end-to-end renewal process. - Proactive & Clear Communicator: Anticipate customer roadblocks, clearly communicate with stakeholders, and adjust communication style for different audiences. - Marketing Subject Matter Expert: Apply evolving marketing best practices to customer's campaign strategies and workflows. Benefits - Fully Remote - Health, dental, and vision insurance - Paid Vacation, Sick, and Holidays - Professional development budget - Office food and social events - Wellness Reimbursement Credit - Home Office Stipend - Team hangouts and events - Extended Winter Break - Parental Leave Company Description Feathr is purpose-built to help our customers unlock more results, time, and confidence. Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence. We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers" you've come to the right place.

• Directly lead, develop, and mentor a team of 10–15 Campaign Managers and Strategists. • Conduct regular call and email reviews to provide actionable feedback on client management, objection handling, and campaign execution. • Lead bi-annual reviews, career growth planning, performance management (including PIPs when necessary), and candidate interviewing/onboarding. • Architect, document, and launch new operational workflows, ensuring high team adoption and minimal disruption. • Establish key performance indicators (KPIs), track service delivery metrics, and build capacity models to support sustainable growth. • Act as the primary escalation point for critical client issues, with direct authority to approve concessions or custom solutions. • Serve as a subject-matter expert for the Feathr platform, helping your team troubleshoot issues and translate complex technical concepts for non-technical clients.

• Serve as a technical anchor on the Platform Engineering Team, driving architectural decisions, leading complex initiatives, and raising the bar for how we build and operate infrastructure. • Sit at the intersection of deep individual contribution and technical leadership: you're hands-on in the work while also shaping how the team approaches problems, mentoring engineers, and partnering cross-functionally to ensure our systems are reliable, secure, and built to scale. • Lead the design and implementation of scalable, reliable, and secure system architecture across the platform. • Identify and drive systemic improvements, proactively surfacing technical debt, reliability gaps, and opportunities to modernize. • Own and optimize cloud infrastructure, networking, and database systems for high availability and performance. • Implement and monitor security protocols to protect systems against vulnerabilities and maintain compliance with applicable standards. • Manage and continuously refine CI/CD pipelines to support reliable, efficient software deployments. • Collaborate with cross-functional teams to maintain consistent and reproducible development environments.

• Manage a portfolio of strategic accounts • Become a Feathr Product expert and strategic adviser • Guide customers on how to creatively and productively utilize the Feathr app to amplify their marketing efforts • Lead the creation and execution of Joint Success Plans to align customer goals with Feathr's solutions • Drive multi-threading efforts within customer organizations to secure key stakeholder relationships and mitigate risk • Assist customers in developing the skills for them to independently create and manage campaign plans based on their goals • Track account progress and status updates in Salesforce and Planhat • Own the end-to-end renewal process, including contract management, pricing, and expansion to ensure customer renewal • Create and lead customer Business Reviews (e.g., Quarterly Business Reviews) to highlight value with Feathr, as well as to uncover risk and growth opportunities

Role Description Feathr’s SaaS platform is critical to the value we deliver to our clients. Feathr’s Principal Engineers help us grow and maintain the technical components that allow us to meet our diverse customer base's advertising, marketing, and web analytics needs. A Principal Engineer at Feathr has demonstrated interest in and proficiency in web development. You will work under the direction of the Associate Director of Product Engineering on backend software development projects. Engineers at Feathr own their code from planning to maintenance to retirement - you will work with internal and external stakeholders to: - Develop requirements and design technical solutions - Collaborate with your engineering colleagues to implement those solutions - Deploy and monitor your changes in production - Address issues as they are identified Qualifications - 6+ years of experience in software development, with a strong focus on SaaS products - Expertise in designing, building, and maintaining large-scale distributed systems - Professional experience owning a process that includes shipping a complicated piece of software to real users Requirements - Working with both synchronous and asynchronous environments - Advanced knowledge of Kubernetes, Elasticsearch, MongoDB, Redis, and Python - Experience with Advanced ElasticSearch APIs - Expertise in MongoDB Queries and Aggregations, as well as regular maintenance - Expertise in AWS infrastructure and services (EC2 and EKS at a minimum) - Experience with self-hosted Drone CI/CD Benefits - Fully remote - Health/dental/vision insurance - Company Holidays + Winter Break - Paid vacation + sick time off - Parental Leave - Wellness Reimbursement Credit - Home Office Stipend - Professional Development Budget - Team hangouts and events Company Description As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence. Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence. We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers" you've come to the right place.

• Work under the direction of the Associate Director of Product Engineering on frontend software development projects. • Own code from planning to maintenance to retirement. • Work with internal and external stakeholders to develop requirements and design technical solutions. • Collaborate with engineering colleagues to implement technical solutions, deploy and monitor changes in production, and address issues as they are identified. • Assist with the mentoring and training of developers. • Review and approve code written by colleagues. • Solve technical problems and document their solutions. • Plan and iterate over the product development lifecycle. • Collaborate closely with designers to implement and refine frontend UI/UX. • Break down complex technical challenges into manageable work components, ensuring clear deliverables. • Ensure integrity, availability, and confidentiality of Feathr’s data and operations.

• Maintain and optimize cloud infrastructure, networking, and database systems to ensure high availability and performance. • Build and maintain reusable IaC modules (Terraform, CloudFormation) to standardize and harden architecture across environments. • Manage containerized workloads using Docker and Kubernetes, including Blue/Green and other deployment strategies. • Design, build, and maintain CI/CD pipelines for continuous integration and smooth software deployments. • Develop and maintain automation tooling and scripts to reduce manual overhead and improve operational efficiency. • Create and maintain clear documentation of systems, pipelines, and processes to reduce tribal knowledge risk. • Contribute to system architecture decisions with a focus on scalability, reliability, and efficiency. • Debug and resolve complex technical issues across infrastructure and application layers. • Work closely with software engineers and stakeholders to support new feature rollouts and ongoing operations. • Partner with cross-functional teams to evaluate, integrate, and operationalize AI tooling across the organization.

• Design and implement backend features and services that ship to real users • Solve technical problems and document their solutions for the team • Collaborate with frontend engineers, product managers, and other teams to design and develop features • Write clean, testable, performant code and review code written by your teammates • Debug and resolve backend issues—performance bottlenecks, data consistency problems, production incidents • Deploy your changes to production and monitor them for correctness and performance • Participate in code reviews and knowledge sharing • Ensure the integrity, availability, and confidentiality of Feathr's data and operations • Iterate on feedback and continuously improve technical solutions

• Solve technical problems and document and diagram their solutions • Collaborate with members of other departments to ensure technical solutions meet the business interests of the company • Provide real-time troubleshooting support of escalations from customers • Become an expert on Feathr’s product and features, including how they interact with the different parts of our backend systems • Compose thoughtful, personalized responses to customers for a variety of requests • Develop a set of troubleshooting playbooks as a resource to help resolve issues more effectively • Work on high-visibility, often challenging debugging scenarios

Your Company: As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence. Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence. We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers" you've come to the right place. But hey, don't take our word for it. Hear what current and former Flockers have to say about their experience. Digital Campaign Strategist Compensation: $65,000 annual base salary, $12,000 annual bonus Benefits: Fully remote, Health/ dental/ vision, Breaks & holidays, Paid vacation & sick time off Your Work: As a Digital Campaign Strategist at Feathr, you will serve as the primary marketing lead for our customers, ensuring the successful execution of their digital marketing campaigns. Working closely with Digital Campaign Managers and Designers, you'll help guide and advise customers on their marketing strategies to maximize success. The Digital Campaign Strategist reports to the Team Manager within the Managed Services team. Your Experience: - 1+ years of experience in developing, managing, or planning marketing campaigns - 3+ years of experience in a full-time customer-facing role - 1+ years of experience in account management or project management - Familiarity with digital marketing tools and software Your Qualities: - Exceptional Communication: You excel at clear, precise, and persuasive communication, adapting your message for different audiences. - Relationship Builder: Skilled at cultivating and maintaining strong customer and internal relationships that drive business outcomes. - Active Listener: You listen intently and ask insightful questions to fully understand the needs and challenges of customers. - Critical/Strategic Thinking: You evaluate facts, data, and observations to make informed decisions aligned with short- and long-term goals. - Creative Problem Solver: You can devise innovative solutions to unique customer and business challenges. - Highly Organized & Efficient: You thrive in fast-paced environments, adept at managing multiple tasks and prioritizing deadlines. - Data-Driven: You are proficient at analyzing data, translating metrics into actionable insights, and recommending clear next steps. - Positive Attitude: In a fast-paced, unpredictable environment, you stay solution-focused and always look for process and product improvements. - Self-Starter: You proactively identify and address challenges, offering solutions and rallying the necessary resources to execute them. - Collaborative: You work well across departments, effectively solving problems and communicating with colleagues. - Adaptable: When faced with rapid changes, you quickly adjust your focus and move forward without delay. Your Day: - Develop and present strategic marketing plans that are easily understood by customers and executed by your team, ensuring alignment with Feathr’s service level agreements (SLAs). - Present campaign performance data to customers and collaborate with Customer Success to deliver cohesive insights. - Test, validate, and evolve best practices across your customer portfolio to drive continual campaign improvements. - Lead customer calls, clearly communicating campaign results and providing actionable recommendations that deliver value. - Oversee and guide your Campaign Manager to ensure timely, high-quality project deliverables. - Develop and present Google Ad Grant strategies that are clearly understood by nonprofit clients and efficiently executed by you and your team, ensuring alignment with grant compliance requirements and performance SLAs. - Analyze customer campaign performance to extract insights and identify opportunities for improvement. - Troubleshoot technical issues alongside the support team, and manage projects from inception to completion using tools such as Asana, GSuite, Front, and Salesforce. Metrics & Performance: - Manage approximately $600k in annual service revenue with the support of internal campaign management and contracted campaign management resources (subject to change each quarter). - Responsible for renewing service dollars within your portfolio, working toward department-assigned retention goals that are updated quarterly in alignment with company objectives. Interview Process: As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved. Additionally, each interview stage consists of standardized questions and rubrics with a scoring system to ensure a consistent and fair assessment practice of all candidates. - HR Information Screen - The Talent Acquisition Team will invite candidates that move forward to a 20-minute virtual interview. This conversation will be focused on relevant work experience, compensation, role overview, and answering any questions the candidate has. - Manager Interview - Candidates will spend an hour with the hiring manager to review their experience more in-depth and go over the role and expectations. - Work Assignment - Candidates will be given a work assignment prompt to complete a project that is relevant to the work they can expect in the role. The completion of the assignment should not take more than 90 minutes, and candidates are given multiple days to work on the project. - Panel Interview - 60 minute interview with two to three key members of the team. This interview will dive deeper into the role, technical knowledge, and requirements of the position. - Offer - The Talent Acquisition Team will reach out with the details of the offer to discuss with the candidate. Interviewing at Feathr We've prepared a comprehensive candidate resource that provides valuable insights and tips for interviewing at Feathr. It covers everything from common interview questions to helpful advice on how to make the most of your interview experience with us. Access the resource here. We encourage all applicants to take advantage of this resource to help prepare for their interviews and gain a deeper understanding of what to expect when applying to join our Flock. Benefits & Perks for full-time employees We love our Flock and the work they do! But let’s be honest, life isn’t just about work. So we created a perks and benefits package that aims to help our team grow by including their wellness, families, passions, and personal time. - Full vision and dental, 99% health insurance - Flexible Work Schedule - Sick time for when you need to take care of your physical or mental health - Vacation Time - Extended Summr + Wintr Breaks - Parental Leave - Wellness Reimbursement Credit - Home Office Stipend - Professional Development Budget - Team hangouts and events Culture: Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have. - Practicality: Progress Over Perfection - Ambition: When Feathr wins, We all win - Candor: Better communication, Better results - Trust: Assume the best, Share openly - Service: We exist to fix This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges, the most important quality is a commitment to work through those challenges with self-awareness and honesty. Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. So, however you identify and whatever background you bring with you, if you think you’d drive value in this position, please apply.