Manager, Program Success

Catchafire•New york, NY

10h•Remote

About The Position

Catchafire brings together government, philanthropy, business, and volunteers with the goal of bridging paths to stronger communities. We have been shifting skills and resources to communities across the country for over a decade. Every day, we help communities grow stronger by listening to what they need and making sure they get those resources. We are the leading online platform for nonprofits to connect with everyday professionals -our team has helped nonprofits create over 200 million dollars in value, with over 1 million volunteer hours donated. Our purpose is simple: Bridging paths to stronger communities. Learn more at catchafire.org Unfortunately, we are unable to provide sponsorship for employment at this time. Essence of the Role The Manager of Program Success owns and deepens Catchafire's relationships with a portfolio of nonprofit members, serving as a trusted strategic advisor. You are the person a nonprofit leader turns to for guidance; helping them unlock real value from Catchafire's platform and translating what you learn back into a stronger product and program. This work directly contributes to nonprofit success, customer retention, and the long-term impact of Catchafire’s programs. Success in this role is measured through activation, engagement, nonprofit adoption, retention, and renewal outcomes. In this role, you'll serve as the strategic partner for a portfolio of nonprofit organizations, helping them maximize the value of Catchafire, which includes guiding them through onboarding on the platform while driving engagement, adoption, and long-term success. You'll combine relationship management, data-driven account strategy, and nonprofit expertise to identify opportunities, solve challenges, and influence both client outcomes and internal product improvements.

Requirements

7+ years of progressive experience specifically working for or with nonprofit organizations
Deep understanding of nonprofit operations, challenges, and opportunities.
Experience presenting, educating, or advising customers, clients, or nonprofit stakeholders in both individual and group settings.
Strong analytical skills and comfort with spreadsheets and analyzing data
Exceptional project management skills with the capability to manage concurrent projects and effectively prioritize multiple tasks, ensuring that short-, medium-, and long-term goals are met and exceeded
Excellent verbal and written communication skills
Demonstrated ability to work effectively with marginalized communities, including BIPOC, LGBTQ2IA+, religious minorities, and people with disabilities.
Experience working in a fast-paced environment with competing priorities
Demonstrated ability to self-manage while seeking timely support through clear and proactive communication

Nice To Haves

Preferred experience serving as the core point of contact for partners or clients, ensuring their needs are understood and addressed.
Ability to build trust, manage expectations, and deliver a high-quality experience

Responsibilities

Own a portfolio of approximately 15 client programs representing ~500 nonprofit organizations per program, driving activation, engagement, retention, and long-term client success.
Serve as a Nonprofit Advisor in 1:1 consultations, giving organizations the support, guidance, and encouragement to use our resources and meet their engagement goals.
Develop strategic success plans for each assigned program, leveraging engagement data, customer insights, and proactive outreach to improve adoption, retention, and long-term partnership health.
Serve as the go-to expert for one or more nonprofit focus areas (social media, fundraising, marketing, etc.), advocating for these needs internally, shaping project offerings, and delivering high-quality, relevant guidance to nonprofit partners.
Deliver occasional webinars and community touchpoints to onboard and support nonprofits.
Partner closely with Product, Customer Success, Marketing, and Sales to improve the nonprofit experience and inform organizational priorities.