• Own the post-onboarding customer relationship, guiding customers toward sustained value realization and long-term success with the Boulevard platform. • Own retention outcomes by proactively monitoring account health and risk signals and executing contract renewals with data-driven judgment to take early action and prevent surprises. • Ensure customers are receiving the most value through structured check-ins, business reviews, and account planning for Mid-Market accounts. • Build and maintain strong, trusted relationships with customer stakeholders, delivering a high-caliber experience that supports satisfaction, retention, and long-term partnership. • Advocate for customers by surfacing feedback, trends, and risks internally to inform product improvements and cross-functional action. • Proactively identify opportunities to boost adoption of Boulevard products and help our customers grow and succeed through an up-selling and cross-selling motion.

• Manage, mentor, and coach Customer Success Managers, fostering a high-performance culture • Be a resource with shared accountability for achieving and maintaining high Net Promoter Scores for assigned customers • Developing strong customers relationships and effectively communicating with executive stakeholders • Learning customers’ business goals to facilitate delivery of projects and capabilities to support the strategic vision of each customer • Lead quarterly business reviews (QBRs) to assess customer performance, demonstrate ROI, and define strategic initiatives • Develop and execute customer success plans that align Arcadia’s solutions with customer business objectives, ensuring measurable outcomes • Partner with customer success managers in your pod to drive adoption and expansion of Arcadia’s capabilities, increasing customer value and engagement • Act as a trusted advisor, guiding customers on industry trends, best practices, and data-driven decision-making • Define and implement the best practices for account management, issue resolution, and strategic planning • Support team members in managing escalations, resolving complex challenges, and driving customer satisfaction • Collaborate with Product, Engineering, and Implementation teams to relay customer feedback and drive product enhancements • Work closely with the Strategic Growth team to identify upselling and expansion opportunities within assigned accounts • Oversee contract renewals, ensuring proactive engagement and retention strategies • Gain an in-depth understanding of value-based care and how Arcadia tools support customers to achieve success across multiple population health programs by mastering the Arcadia Product Suite

• Become a Fieldwire product expert and learn best practices for configuring and utilizing the platform. • Understand client construction needs and current tech stack in order to seamlessly integrate Fieldwire into a company’s day-to-day workflows. • Develop relationships with our small and medium-sized customer accounts, doing proactive outreach to help uncover pain points, and discover opportunities to help them get more value out of Fieldwire. • Conduct web-based training(s) and demonstrations to educate clients on Fieldwire. • Identify customer issues and communicate feedback to our product team for product improvements. • Troubleshoot, as necessary, to help communicate answers to product questions and resolve technical issues.

Salary: $57,000 Location: Washington, D.C. or remote Want to break into digital fundraising? Middle Seat is a full-service digital consulting firm working with campaigns, nonprofits, advocacy organizations, and causes on the front lines of reproductive justice, racial justice, climate action, immigration rights, and economic justice. We’re looking for a full-time Coordinator to join our texting team – an entry-level role that provides hands-on experience working with large-scale mobile fundraising programs for progressive campaigns and non-profits. This role is a part of the bargaining unit. Why Middle Seat - Competitive salaries and great benefits - We only work for progressive organizations, candidates, and causes - We’re a proudly unionized team — part of the Campaign Workers Guild - Get in on the ground floor of a growing operation Job Responsibilities - Draft fundraising, mobilization, and persuasion text messages in alignment with client voices - Build and proof text builds in our platforms, ensuring accuracy and functionality - Maintain production calendars, reporting databases, and other trackers - Pull, compile, and analyze performance metrics for internal and client reports - Participate in account-specific A/B testing and help implement testing ideas - Collaborate with teammates and clients to review, edit, and schedule texts - Support mobile flows, landing pages, and donation page production - Remain up to date on political news and key progressive issues relevant to fundraising across clients - Attend internal team meetings, client calls, and creative brainstorms - Perform administrative tasks and other responsibilities as requested