Virtuous Benefits Overview

Manage strategic enterprise nonprofit customers throughout the SaaS lifecycle, driving product adoption, retention, renewals, and account expansion. Build stakeholder relationships, resolve issues proactively, provide product guidance, identify upsell opportunities, and advocate for customer needs internally. Own renewal and upsell processes, including negotiations and pricing strategies, while collaborating with sales, marketing, support, and product teams.

Own product positioning, competitive intelligence, buyer personas, pricing input, win/loss analysis, and end-to-end product launches. Create messaging, release communications, webinars, videos, one-sheeters, blogs, sales collateral, and enablement materials. Coordinate with Product, Sales, Success, Support, and Marketing while independently designing, recording, editing, and publishing launch assets.

Lead and scale a 23-person global B2B SaaS support organization through three managers. Own support operations, staffing capacity, SLAs, Zendesk administration and reporting, metrics, escalations, coaching, and customer experience. Manage Swift CX and AI-assisted triage, partner with Product and Engineering on systemic issues and tooling, and report performance and resourcing needs to executive leadership. Engage directly with customers during high-visibility escalations.