What are the responsibilities and job description for the Senior Account Manager (CloudStep Expert) position at Avid?
Location: Plano, TX (3 days/week in office)
Team: Customer Success (CloudStep)
Reports to: Chief Product Officer
The Role
At AVID, we’re redefining how nonprofits raise money by combining smart technology with deep sector expertise. CloudStep is our customer experience system, built to reimagine support not as a task, but as a strategy. The CloudStep team sits at the heart of that mission—serving as strategic advisors, growth partners, and trusted allies to our customers.
As our first dedicated CloudStep Expert (Account Manager), you’ll be responsible for both driving impact across your portfolio of nonprofit customers and helping us build the foundation for a world-class account management function. You’ll own revenue and relationships—ensuring customers adopt the platform, realize ongoing value, and grow their fundraising programs with AVID.
This is a hands-on role. You’ll roll up your sleeves and do the work, while also helping define the systems and processes that will scale as we grow. If you’re energized by building from the ground up and delivering real results, this is your seat.
You’ll also help shape the broader CS strategy—from process design to hiring, coaching, and team standards. This role is built for someone who’s equal parts strategist, operator, and relationship-builder, with a heart for nonprofits and a strong SaaS foundation.
Key Responsibilities
Customer Strategy & Success
- Own and deepen relationships across your book of business—from onboarding to renewal
- Lead strategic check-ins and Executive Business Reviews (EBRs) with key stakeholders
- Help customers set and track goals tied to their fundraising success
- Monitor account health, product usage, and engagement patterns to stay ahead of risks
Revenue Retention & Growth
- Drive 100% Net Revenue Retention (NRR) through retention and expansion
- Identify and close upsell/cross-sell opportunities based on actual customer needs
- Forecast expansion revenue and manage Revenue at Risk (RAR)
- Prevent churn through early intervention and consultative guidance
Customer Advocacy & Insight
- Build customer champions who contribute case studies, referrals, and feedback
- Represent the voice of the customer in internal product and strategy conversations
- Capture insights and trends that inform roadmap priorities
- Partner with marketing, support, and product to amplify success stories and lessons
Fundraising Context & Strategic Alignment
- Understand nonprofit fundraising deeply—especially digital programs
- Champion “The Avid Fundraising Experience” in every customer interaction
- Use product knowledge to align Avid’s platform to specific customer outcomes
- Spot opportunities where customizations add measurable value
Team Building & Leadership
- Help create and shape our CloudStep playbook, processes, and best practices
- Support hiring, onboarding, and mentorship as we grow the CloudStep team
- Contribute to a culture of clarity, collaboration, and performance
- Help define how we scale CS in a way that’s thoughtful and customer-first
- Be the founding Expert - building structure, setting standards, and leading by example
- Create repeatable systems that make onboarding new AMs faster and more effective
Qualifications
- 5 years in SaaS or Agency account management, customer success, or strategic partnerships
- Experience working in or with nonprofit organizations, ideally in a fundraising context
- Proven track record of driving revenue retention and expansion
- Excellent communication and consultative selling skills
- Comfortable owning revenue metrics and leading executive conversations
- Empathy-driven, mission-aligned, and naturally curious
- Bonus: experience with CRMs, data systems, or digital fundraising tools
- Bonus: previous startup or early-stage experience
Benefits
Health & Wellness
- Full medical, dental, and vision insurance
- Wellness reimbursement
Time Off
- Unlimited PTO
- Paid parental leave
Work Environment
- Hybrid-friendly (Plano HQ preferred 3x/week)
- Flexible work hours
- Free daily lunch at the office
- Home office setup stipend
Growth & Development
- Professional development budget
- Leadership coaching and team-building opportunities