Strategic Customer Success Manager (Associations)

🗣 Natter harnesses the power of AI and video to give everyone a voice. In early April 2026, Natter announced its Series A https://www.trynatter.com/blog-posts/natter-raises-23m-to-scale-enterprise-ai-conversation-intelligence. $23M raised to define the enterprise conversation intelligence category. Built by a team of serial founders who pioneered the first AI and UX disruptors in the space, Natter is now looking for an Strategic CSM to open up the association market as part of our early GTM team. Natter is already being used by some of the world’s largest companies and membership organizations, ranging from big four consultancies like Deloitte and Accenture, global enterprise organizations like ServiceNow and Mondelez, to hugely influential associations like American Bankers Association, ASAE, APPA and many more. Natter’s conversational AI platform allows tens of thousands of users to simultaneously share ideas and feedback through real-time video conversations. Its uniquely scalable tech allows anyone with a smartphone to, literally, have a say on the most important decisions - ranging from workplace strategy to new product offerings. We partner with some of the world’s largest and most complex enterprises (Fortune 500 and equivalent), and are currently growing our team from 30 to 60 employees. LOCATION Washington, DC or Chicago are preferred. Two of the biggest hubs for national associations in the US, which puts you close to the customers you will work with. We’re committed to building a diverse team and welcome people from all backgrounds to apply. If you’re excited about this role and our mission but aren’t sure you meet every qualification, reach out anyway. You may be just the right candidate. THE OPPORTUNITY This is not a book-of-business handover. You will be our first Customer Success Manager in the US dedicated to associations. You will build the function from the ground up as we open a new vertical. As our Strategic Customer Success Manager for Associations, you will: - Build customer success for associations from scratch: the playbook, processes and success metrics the function will run on as it scales - Shape a new vertical from day one, working hand in hand with our Account Executive for Associations as we take Natter into the market - Work directly with association CEOs and Executive Directors, alongside Chief Membership, Learning, Research and Strategy Officers - Help associations do what they exist to do: hear from their members, at a scale that has never been possible before - Accelerate your development as a key leader, with the chance to grow the US customer success team as the business grows THE ROLE Post a successful Series A raise, we’re growing our CS team. We’re looking for a highly motivated and experienced Strategic Customer Success Manager to build and retain strong relationships with national associations, professional societies and trade organizations. You will be responsible for the success and satisfaction of these customers: building strong relationships, driving adoption across their staff and membership, and identifying opportunities for growth. Associations exist to represent the voice of their members. Natter lets them hear thousands of those members at once, in real time, whether they are shaping strategy, setting an advocacy agenda or designing next year’s annual meeting. Your job is to make sure every association we work with sees that value, renews and grows with us. WHAT YOU’LL DO - Own and nurture strategic relationships with our association customers, ensuring success and long-term value - Guide customers through key lifecycle stages, from onboarding to renewal and expansion, planned around the association calendar of board cycles, annual meetings and membership renewals - Develop and execute strategic success plans; lead quarterly and executive business reviews with association leadership to demonstrate value, gather insights and help customers achieve their goals - Help associations design and run Natter programs that engage their members, boards, committees and staff - Identify and drive expansion opportunities, working with our Account Executive for Associations and the Account Growth team to grow accounts based on customer needs - Build the CS playbook for the vertical: onboarding, success metrics, renewal motion and customer stories the function can scale on - Collaborate closely with Product, Marketing and Solutions teams to ensure a seamless customer experience and align strategies with customer needs - Partner with customers to analyze key performance indicators (KPIs), such as member participation and engagement, identify trends, and use data-driven insights to inform strategic decisions - Advocate for the customer voice internally, influencing product development and fostering a customer-centric culture - Represent Natter at association conferences and industry events alongside the sales team EXPERIENCE You might be a good fit if you have: - 7+ years’ experience in Customer Success, Account Management, or a similar client-facing role at a SaaS company or management consulting (MBB or equivalent) - Experience working with or inside associations, professional societies, trade organizations or other membership bodies is a strong advantage - Experience managing strategic accounts with complex stakeholder ecosystems, including boards, committees and volunteer leadership - A track record of building a function, process or playbook from scratch, ideally at an early-stage company - Strategic, customer-centric mindset with a track record of identifying and driving growth opportunities within accounts - Exceptional presentation, written and verbal communication skills, with the ability to engage both technical and non-technical audiences - Comfort navigating C-level and board-level conversations and facilitating high-impact meetings - Strong commercial acumen; able to identify value drivers and influence buying behavior - Strong multitasking and prioritization skills, with the ability to assess and respond to situational urgency effectively - Willingness to travel regularly for customer engagements and association events - Experience with SaaS, particularly B2B or vertical software, is a plus; familiarity with association management systems (AMS) is a bonus - Research interests and academic credentials are a major advantage