Customer Success Manager

Givebutter-posted about 6 hours ago
Full-time • Mid Level
Remote • Denver, CO
101-250 employees
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Givebutter is hiring an outstanding Customer Success Manager 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 and enterprise customers. The CSM’s role is to drive adoption, value realization, growth, and renewals across a scaled portfolio while maintaining a high level of value to our customers. You’ll be focused on helping organizations optimize their fundraising, leveraging Givebutter’s many products and features, starting post onboarding and continuing through ongoing account retention. CSMs work regularly with cross-functional internal teams (including Sales, Onboarding, Marketing, Support, and Product, Design, & Engineering) to surface customer feedback and improve the entire customer experience. We want to hear from people who… Understand fundraising, donor engagement, or nonprofit development and can apply that knowledge to customer success. Have hands-on experience in post-sales customer success or account management roles in tech, including supporting customers in using software, troubleshooting issues, and identifying upsell opportunities. Are always making connections. Whether it’s with a major donor, a new volunteer, or a board member, you naturally find common ground. Are confident! Much of your work is prescriptively guiding and helping users to execute the customer-focused solutions you propose to reach their fundraising goals. You’ll also be their internal advocate, surfacing and championing user requests. Are natural relationship builders who can quickly earn trust with nonprofit leaders and stakeholders in order to drive value realization through product adoption strategies. Are tech savvy and comfortable teaching others how to use software tools. Thrive in a collaborative, fast paced environment and enjoy connecting the dots between customer needs and business goals.

  • Serve as a lead point of contact for high value customer accounts, developing trust and building relationships with key stakeholders, while guiding them through adoption and best practices to accelerate their fundraising goals on Givebutter
  • Become a subject expert in the Givebutter platform and leverage fundraising expertise to assist with fundraising strategy via email, Zoom, and phone calls
  • Assist with the creation and maintenance of educational materials, including best practice and workflow guides, for all of Givebutter’s customers
  • Lead discovery sessions to align engagement requirements with organizational outcomes and identify key stakeholder responsibilities within an actionable plan
  • Lead and develop Customer Impact sessions to support scaled, 1:Many community based learning for high impact use cases and workflows
  • Provide use-case and product-based training and strategy guidance to help customers optimize campaigns and reach their fundraising and donor engagement outcomes.
  • Continuously identify and improve gaps in implementation and customer success processes, contributing to the development of scalable, repeatable best practices
  • Surface and analyze customer feedback to drive product improvements and inform team strategy.
  • Partner with Sales, Product, Support, and other internal teams to ensure a seamless customer experience.
  • 2-5 years of experience in a sales or post-sales role as a Customer Success Manager, Account Manager, Account Executive, or similar.
  • Ability to manage multiple accounts independently with a customer-first mindset and consultative approach.
  • Experience working toward KPIs or variable compensation tied to customer outcomes.
  • 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
  • Excellent communication and emotional intelligence with experience in building relationships and collaborating cross-functionally.
  • 1-3 years of experience working for a nonprofit organization in fundraising or donor development; this is essential for understanding our customers. Experience in marketing fundraising campaigns is a plus.
  • Remote Work: Work remotely from one of our 10 hubs (Austin, Denver, Indianapolis, Los Angeles, San Francisco, New York, Salt Lake City, Minneapolis, Seattle, and Nashville).
  • Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees as well as HSA and FSA accounts.
  • Dependent Care Coverage: We offer coverage for dependents, with 50% of Medical, Dental, and Vision premiums covered for all eligible dependents.
  • Mental Health: Givebutter health insurance plans come with access to a TalkSpace membership.
  • 401k: We offer a 3% 401k match for all eligible employee's.
  • Vacation and Holidays: Givebutter offers a Flexible PTO policy with uncapped vacation days and company-recognized holidays.
  • Wellness Week: Givebutter closes for one week each summer to prioritize rest and recharge for the entire team.
  • Parental Leave: We offer 12 weeks of paid leave for all parents and comprehensive leave planning management through Aidora.
  • Home Office Stipend: Upgrade your home office with company-sponsored expenses, including high-quality laptops, monitors, and modern technology.
  • Charitable Giving: Employees are encouraged to donate up to $50/month to any verified nonprofit they wish to support on Givebutter.
  • Professional Development: We offer learning and development reimbursement opportunities.
  • Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you're doing and the company you work for.
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