Customer Success Manager

As a Customer Success Manager with in-depth Salesforce NPSP knowledge, you will be responsible for ensuring the success of YFC Customers, both HQ Staff and Field Staff. This role will understand mission goals at the National HQ and Chapter levels, and how to leverage our technology products to support growth, strategy, and overall mission success. 

Essential Functions:

This role will be knowledgeable in our Salesforce Product suite which includes: NPSP Cloud, Experience Cloud, Sales Enablement (myTrailhead) and Mobile App Publisher (soon). Using these products, we have developed internal products that you will be responsible for driving adoption, usage, and value for Local Chapters and HQ Departments. Our internal product suite consists of:

• YFC Leader Journey System: Volunteer/Staff Applicant Tracking System (ATS)
• YFC Youth Journey System: Youth Tracker and Mission Outcomes
• YFC Chapter Progression Tool: Chapter Assessment Tool
• YFC Knowledge Base (Experience Site): Internal Staff Portal
• YFC Salesforce: Donor CRM and Fundraising Tool
• YFC Service: Case Management and Ticketing Tool
• YFC Contracts: Contract Management Tool
• myTrailhead (Sales Enablement): Learning Management Tool

Key Responsibilities:

• Serve as the trusted advisor and main point of contact for assigned Chapters and HQ Departments, developing strong relationships based on trust and understanding.
• Understand the mission objectives, challenges, and requirements of effective ministry, and how to apply our product solutions to meet the needs of those objectives.
• Develop and execute Customer Success Plans that outline the adoption, engagement, and value realization strategies for each Chapter or HQ Department.
• Conduct regular reviews and assessments with customers, showcasing the value derived from Salesforce solutions and identifying areas for improvement.
• Drive adoption and utilization of Salesforce products by providing training, resources, and best practices tailored to each customer's specific needs.
• Advocate for customers within the organization, capturing and communicating customer feedback, feature requests, and enhancement opportunities to the Product Owners.
• Stay up to date with the latest Product features, releases, and best practices, and effectively communicating them to Customers to maximize their success.
• Create and monitor customer health metrics, usage data, and customer satisfaction scores to proactively identify trends and take appropriate actions to ensure customer success and retention.

Primary & Secondary Steward Responsibilities:

Employees may be assigned a Primary Steward of any of the following:

• Volunteer(s)
• Donor(s)
• Vendor(s)
• Chapter(s)
• Process, Standard and Best Practices (PSBPs)

Specific assignments for the Primary Steward will be listed in the Task List.

All Employees are assigned the role of Secondary Steward, which plays a supporting role to the Primary Steward to serve a chapter in a specific way, for a specific timeframe as determined by the Primary Steward. Secondary Stewards can be assigned to focus on specific management issues like YFC compliance, legal, risk, strategic planning, fund development coaching, staff development coaching, new ministry site development, process stewardship or a variety of other equipping roles.

Spiritual Responsibilities:

Because the overriding religious purpose and mission of Youth for Christ USA is to communicate and introduce the Gospel of Jesus Christ to young people and their families, and in that regard to make, educate and encourage life-long disciples of the Lord Jesus Christ, it is very important that you as an employee in the movement of Youth for Christ be recognized as an associate minister of the Gospel.

As an employee of Youth for Christ and an associate minister of the Gospel, YFC expects all employees to:

• Seek God’s guidance and wisdom, through prayer and meditation, for the organization as a whole as well as for specific ministry initiatives.
• Participate and lead regular times of prayer, devotion and worship as a regular aspect of your role within YFC.
• Teach and preach from the Holy Bible at YFC staff meetings, conferences, camps and events.
• Model empathy, humility and care for all people. This includes promoting equity and inclusion in word and in the practice of faith expression.

YFC employees will have an opportunity to be commissioned or licensed as a minister of the Gospel through the established Youth for Christ process, and/or ordained by an outside body recognized by Youth for Christ USA. 

YFC Cultural Attributes:

Our cultural attributes are not about competency. It is an obedience to the call of Christ on our lives. YFC believes that spiritually healthy adults fosters healthy relationships with our kids. We place a heavy commitment and emphasis on developing and equipping a Christ-centered life marked by Enduring Humility, Relentless Trust, Joyful Camaraderie, Courageous Faithfulness and Kingdom Inspired Diversity.

Our leaders are expected to be willing to demonstrate and/or possesses the following:

• Ability to humbly serve and honor others even in difficult situations with prayer, consistency, transparency, and resilience. (Enduring Humility).
• Demonstrates proper reliance on God, others, and self through generous giving of time and skills, by collaboratively incorporating others’ ideas, welcoming candid input, recognizing others’ need for grace and extending forgiveness and empathy. (Relentless Trust).
• Prioritizes others’ needs for a missional outcome, characterized by joy, with active listening and problem-solving skills, while encouraging and empowering fellow believers. (Joyful Camaraderie).
• Trusts God with new approaches and changes, and communicates needs and limits with emotional intelligence*, while seeking confidence and wisdom in Christ. (Courageous Faithfulness)
• Seeks and fosters authentic Christ-Centered relationships with people of various backgrounds and an inviting environment and empowers historically marginalized groups and indigenous populations (within the local context), through active listening, inclusion, advocacy of those who are vulnerable and respect of others’ experiences. (Kingdom Inspired Diversity).  

Fundraising Responsibilities:

All YFC employees are expected to regularly and actively participate in faithful activities that advance the stewardship functions of YFC/USA. These activities will include—but are not limited to— extending invitations to fund raising events, recruiting personal circle of influence/YFC donor contacts, sending letters, handwritten notes, personal calls, and personally ministering to donor contacts.

For Affiliate and Chapter Staff: YFC may attach a minimum fundraising goal to certain projects, activities, departments, or individuals.