Teams at Foundant Technologies

Resolve complex technical support tickets for the SmartSimple platform, including configuration, data, integration, and workflow issues. Manage a ticket queue within SLA, document root causes and resolutions in Zendesk, communicate clearly with nonprofit clients, create knowledge base content, identify recurring issues, collaborate with implementation, product, and engineering teams, and mentor junior support staff.

Manage SaaS client relationships and own the renewal process from end to end. Identify upsell and cross-sell opportunities, monitor engagement and satisfaction metrics, assess churn risk, develop account plans, and partner with Customer Success to improve client outcomes. The role requires strategic advising, cross-functional collaboration, CRM proficiency, and familiarity with philanthropic or nonprofit-sector software solutions.

Lead and develop a team of Client Success Managers supporting enterprise SaaS accounts. Build scalable success frameworks, oversee adoption, retention, health scores, SLAs, escalations, renewals, and expansion opportunities. Partner with implementation providers, Product, Engineering, Sales, Account Management, and Professional Services to improve client outcomes and translate feedback into roadmap input. Coach team members, manage senior stakeholder relationships, and ensure contractual commitments are met.