Director of Customer Growth & Success

Givelify

3d•Remote

About The Position

Givelify is a fintech-for-good company where brilliant minds come to power the most loved and trusted online and mobile giving app platform. Thanks to over 2 million generous donors, we’ve helped more than 80,000 nonprofits and places of worship raise over $7.5 billion. Together, they’re changing their world with kindness and generosity. Inc. 5000, the Stevies® Awards, Gartner, Forbes, and many more have recognized our story, innovations, and achievements. Our award-winning team builds products and experiences that put more good into the world. We love to take on big challenges because we know our work matters. Make an impact at one of the fastest-growing private companies in the U.S. Be part of a talented team of big-hearted individuals, earning competitive pay with excellent benefits. About your role: As Director of Customer Growth & Success, you’ll lead the team that helps churches and nonprofits grow their giving through Givelify. You’ll drive outcomes like higher customer adoption rates, strong CSAT scores, and increased donor engagement. You’ll oversee strategy and execution for high-touch engagement, ensuring Customer Success Managers (meet targets such as Executive Business Review completion, no-show reduction, and number of customer touches. You’ll track key KPIs—product adoption, retention, and CSAT—and champion customer advocacy by surfacing insights, elevating the voice of the customer, and building strong, trust-based relationships with customers. Your team: In this position, you’ll lead a team of passionate Customer Success Managers who support churches and nonprofits. The team is collaborative, mission-driven, and focused on customer engagement, digital giving growth, and delivering a world-class customer experience.

Requirements

MBA, or Master’s Degree is highly preferred; otherwise, Bachelor’s Degree plus relevant Customer Success Certification(s)
5+ years of experience in Account Management, Customer Success and Growth at a company with a usage-based pricing revenue model
2+ years leading customer-facing teams with measurable performance metrics
Strong background in high-touch customer engagement and success planning
Proven track record managing KPIs tied to retention, engagement, CSAT, and program adoption
Exceptional communication, coaching, and strategic thinking skills
Experience working cross-functionally with Product, Ops, and Marketing teams
Familiarity with tools like Salesforce, Gong, and customer health scoring frameworks
Passion for helping mission-based organizations grow their impact
Background in faith-based, nonprofit, or values-aligned organizations is a plus
Strategic thinker with a bias toward action and measurable outcomes
Empathetic leader who can coach, inspire, and hold a team accountable
Exceptional communicator and trusted customer advisor
Operationally savvy with an eye for improving systems and processes
Passionate about helping people do more good in the world

Nice To Haves

MBA, or Master’s Degree
Background in faith-based, nonprofit, or values-aligned organizations

Responsibilities

Drive strategy and execution for high-touch customer engagement across the customer success team
Own and improve key KPIs: Product Adoption Rate, Customer Retention Rate, # Of Donors using the product, CSAT (Customer Satisfaction Score), Customer Engagement Rate, EBR Scheduling and Completion Rate and No-Show Reduction, Number of High-Quality Customer Touches
Champion and scale customer success enablement programs (e.g., EBR playbooks, objection handling, success frameworks)
Analyze and act on customer health insights to retain, grow, and segment accounts
Operationalize the voice of the customer—turning feedback into product, process, and messaging improvements
Collaborate with Product, Revenue Ops, Marketing, and Support to deliver a connected customer experience
Pilot and evolve strategic programs on the Customer Success raodmap
Represent Customer Success in executive forums, planning cycles, and strategic initiatives
Use data and customer insights to guide strategy and course-correct quickly
Coach and support CSMs with clear performance expectations and growth paths
Maintain strong executive relationships with key customers
Serve as a strategic thought partner on retention, growth, and product feedback
Contribute to company-wide planning with customer-centric insights and success metrics