Customer Success Manager

Role Description
The Givebutter Customer Success team is looking for an outstanding relationship-builder with a combination of post-sales and fundraising expertise who can leverage every resource available to our customers to steward them to fundraising success. As a member of our growing team, you will have the opportunity to support the fundraising efforts of our highest-raising nonprofit customers.

Givebutter’s Customer Success team manages all high value customer relationships and is broken into two sub-teams: Year One and Retention. The Customer Success Manager’s role is to own customer relationships from deal close through the end of the account’s first year (Year One Team) OR from the end of the first year through the lifetime of the account (Retention Team), maintaining and growing revenue while delivering a high level of value to our customers. You’ll be focused on helping our customers, primarily nonprofit organizations, optimize their fundraising, leveraging Givebutter’s many products and features. CSMs work regularly with cross-functional internal teams (including Sales, Marketing, Support, and Product, Design, & Engineering) to surface customer feedback and improve the entire customer experience.

We want to hear from people who...

• Have professional experience in nonprofit development, institutional advancement, or fundraising. This experience is vital to understanding our customers and establishing expertise.
• Have succeeded in a sales or post-sales role, preferably in tech, with a high variable compensation ratio.
• Are tech literate. Learning new tools and playing with new software fills you with joy. Relevant experience with CRM software (we use HubSpot) and online fundraising platforms (Givebutter or a competitor) is a huge plus.
• Are a people person that’s always making connections. Whether it’s with a customer, a major donor, a new volunteer, or a board member, you naturally find common ground, build consensus, and find a way to turn every conversation into an opportunity to showcase how our product can create value for their mission.
• Are customer obsessed! Much of your work is cheering on customers and helping them believe in their ability to execute the customer-focused solutions you propose. You’ll also be their internal advocate, surfacing and championing user requests.

Responsibilities

• Serve as a lead point of contact for customer accounts, developing trusted advisor relationships with key accounts and stakeholders
• Deliver high-value training and product education to help customers find and unlock new valuable facets of the Givebutter platform over time
• Become a subject expert in the Givebutter platform and leverage fundraising expertise to assist with fundraising strategy via email, video chat, and phone calls
• Execute at a high level to achieve individual and team goals around activation, account success, and product adoption
• Solicit and analyze customer feedback to share with Product, Design, & Engineering
• Identify opportunities for customer referrals, testimonials, and campaign examples to showcase our best users.
• Assist with the creation and maintenance of educational materials for all of Givebutter’s users

Requirements

• 2-5 years of experience working for a nonprofit organization in fundraising or development; this is essential for understanding our customers. Experience in marketing fundraising campaigns is a plus.
• 2-5 years of experience in a sales or post-sales role as a Customer Success Manager, Account Manager, Account Executive, or similar.
• Proven track record of hitting and exceeding individual KPIs
• Experience working with nonprofit CRMs and online fundraising tools
• Excellent written and verbal communication skills. You’ll need to be able to communicate clearly to customers, and as a remote team, most of our communication is written
• High EQ. You can read between the lines and get to the heart of what a customer is saying
• Experience working with a CRM tool, preferably Hubspot