3+ years in customer-facing roles in B2B SaaS, data, or consulting
Experience with CRM data, matching, segmentation, and reporting
Proven ability to build relationships with Directors, VPs, and C-level executives
Passion for learning and adapting
Familiarity with Salesforce and HubSpot preferred
Responsibilities
Own the end-to-end customer experience from onboarding to growth
Partner with customers to configure and integrate Windfall, troubleshooting issues
Guide customers through their adoption journey and broaden usage
Monitor account health and intervene to prevent churn
Identify upsell opportunities within the customer base
Manage relationships across customer teams and adapt to changes
Act as a subject-matter expert on Windfall's product and best practices
Benefits
Comprehensive benefits package
Opportunities for rapid learning and growth
Supportive team-oriented environment
Focus on customer value and proactive problem-solving
Engagement in strategic projects for continuous improvement
Full Job Description
As a Customer Solutions Engineer, you will be a strategic advisor for our product offering to customers, ensuring their success and maximizing their value from Windfall's solutions. You will take ownership of a book of business and guide them through the entire lifecycle from onboarding to expansion. Your role will also be instrumental in driving Windfall's growth by implementing scalable processes and helping customers realize value.
Responsibilities:
Own the end-to-end customer experience, with a focus on onboarding, implementation, and adoption, as well as best practices and growth
Partner closely with customers to configure and integrate Windfall, troubleshooting technical and data issues with creativity and ownership
Lead customers through their adoption journey as they move past first value, teaching them how to broaden their usage across enhanced analytics and broader marketing initiatives
Proactively monitor account health, running interventions or saves when customers get stalled or are at risk of churn
Identify new opportunities within the customer base to add to their product package or expand their usage
Proactively manage relationships within customer teams, including multi-threading across departments and levels, and adapting to changes like new team hires and departures
Act as the subject-matter expert on Windfall's product, helping customers implement best practices for data integration, segmentation, and ongoing monitoring of results so they get full value from the platform
Actively manage Annual Recurring Revenue (ARR) through active retention and identification of upsell opportunities
Develop and implement efficient processes to enhance customer engagement and satisfaction
Contribute to strategic projects and the Customer Solutions roadmap to drive continuous improvement
Partner with other Windfall departments on internal enablement, webinars, and internal or customer-facing documentation
Lead efforts to validate and enhance the effectiveness of Windfall's offerings
Requirements:
Bachelor's degree
3+ years in customer-facing roles in B2B SaaS, data, or consulting, with retention or expansion accountability
Working fluency with CRM data, matching, segmentation, and reporting; able to translate customer goals into configuration requirements. SQL is a plus, not a requirement.
Established track record of building relationships and presenting to Directors, VPs, and C-level executives
Passion for learning
Experience with CRMs with a preference towards Salesforce and HubSpot
Preferred Requirements:
Prior startup experience, particularly in B2B SaaS or data companies
Comfort teaching customers in-product; strong deck skills are useful but decks are not the default customer experience
Intermediate Excel skills
Familiarity with digital marketing and performance measurement
What You Bring to Windfall:
Thrives in the challenges of startups, motivated by the opportunity for rapid learning and growth rather than a traditional 9-to-5 routine
Proactive problem-solver with a focus on delivering value to customers
Exemplary organizational skills and meticulous attention to detail, coupled with a commitment to task completion and thoroughness
Outstanding verbal and written communication skills, capable of simplifying complex issues and adjusting communication styles for diverse audiences
Highly analytical and adept at problem-solving
Team-oriented attitude, even in remote work settings. Contribute, share expertise, take accountability, and foster empathy in relationships
Commercial instinct: knows the difference between a service request and an expansion conversation
Organized enough to carry a large book of business without letting follow-ups slip; directs work across teams rather than hoarding it
Additional Information:
The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across California. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. We also offer a comprehensive benefits package, which you can explore on our careers site Compensation range:
$110,000 - $168,000 a year
About Windfall
Windfall is a technology company that provides wealth intelligence solutions for nonprofits. The company was founded in 2016 and is headquartered in San Francisco, California. Windfall's platform allows nonprofits to identify and engage with high net worth donors using data analytics and machine learning. The company's technology is designed to be easy to use and customizable, with features such as donor segmentation and predictive modeling. Windfall serves a variety of nonprofit organizations, including universities, hospitals and cultural institutions.
