General Manager, CRM

Position Summary

CRM+ is a mature, market-leading business with strong retention and a loyal customer base. We're looking for a General Manager to own the full business and drive significant growth - while holding the line on what makes this business great: happy, loyal customers. This role includes a mandate to maintain the customer trust that got it here. While at the same time, continuing to transform the platform to meet the needs of our new AI-native world.

Your primary focus will be the health, innovation, and growth of the core CRM+ business - new logo acquisition, expansion within the existing base, and retention - while also serving as the driver of innovation toward our headless, API/MCP-first, agentic workflow-driven, AI-native architecture.

This is a rare role because you'll operate with the autonomy of a business owner over a scaled, profitable business, backed by the infrastructure, brand, and customer base of an established platform leader. You won't manage every function directly (sales, engineering, support, marketing, etc all have functional homes), but you will set the strategy, own the outcomes, run the product team, and be the connective tissue that makes CRM+ the platform the rest of the business is built on.

This role is for a leader who can operate a mature business with rigor and discipline, while also having the vision to lead its transformation into the AI future of SaaS.

• Own the product roadmap and long-term vision for CRM+, including how the platform evolves from a best-in-class CRM into the open, headless, AI-native foundation of the Virtuous ecosystem

• Champion the continued shift to an AI-native architecture, ensuring every action, workflow, and data point in CRM+ is available through our Agentic AI tools or accessible programmatically and through AI tools like Claude, ChatGPT, and Copilot

• Partner with engineering to prioritize investment across core CRM capabilities, Natural Language Analytics and AI Chat, and the emerging Agents and Agentic Workflow platform (Prospect Research Agent, Page and Form Builder, Email Builder, and future agents)

• Serve as the voice of the customer, ensuring roadmap decisions are grounded in real fundraiser and administrator workflows, not just technical possibility

• Set and track product KPIs that connect platform investment to retention, expansion, and new-logo revenue

• Define and continuously refine the GTM motion for CRM+ across new logo acquisition, expansion, and renewal - including ICP definition, channel mix, sales cycle design, and pricing/packaging strategy for a maturing platform

• Partner with CRO, VP of Marketing, and sales leadership to set pipeline and expansion targets, and to remove friction across the buyer and customer journey

• Own the strategy for platform-led growth: positioning CRM+'s new capabilities as a distribution and expansion lever

• Refine the playbook for cross-sell and upsell across the broader Virtuous eco-system in close partnership with those business unit leaders

• Identify and develop strategic partnerships (CRM ecosystem players, consulting firms, platform partners) that accelerate distribution and retention

• Make CRM+ the most trusted and technically credible platform in fundraising, donor management, and agentic workflow automation.

• Orchestrate a content and thought leadership strategy, in conjunction with Marketing and the Chief AI Officer, that educates the market on the AI future of CRM

• Cultivate relationships with nonprofit influencers, consultants, systems integrators, and Virtuous partners who shape how organizations evaluate and adopt fundraising technology

• Be a public-facing voice for CRM+ at industry events and in media, particularly on the future of AI-powered fundraising infrastructure

• Own the CRM+ P&L and report on key business metrics to Virtuous leadership

• Co-own annual and quarterly targets for ARR, NRR/GRR, pipeline, and customer health with the CRO and CCO

• Build a culture of accountability across a cross-functional team that doesn't formally report to you

• Identify resource gaps and revenue opportunities and make the case for investment when the business requires it

• 7+ years of experience in B2B SaaS, with meaningful exposure to GTM, product strategy, or general management of a scaled software product

• Demonstrated ability to grow an existing revenue base while protecting or improving retention - you know how to balance new growth against churn risk

• Strong commercial instincts. You can intuit customer needs, diagnose pipeline and retention issues, and design fixes across product, pricing, and go-to-market

• Comfort operating a platform business. Thinking in terms of integrations, ecosystems, and partner/developer motions, not just direct sales

• Experience working with or selling to nonprofits, higher education, or mission-driven organizations is a plus

• Exceptional communicator (writing, on Zoom, and on…