Job Description
Customer Success Manager
US Remote
Why just have a job when you can live your Purpose? We are Givelify, a minority-owned FinTech-For-Good company that uses human-centered design, jobs-to-be-done, & data to create experiences that inspire kindness & generosity and celebrate putting more good into the world. In fact, Givelify’s mobile giving app consistently leads the App Store and Google Play in downloads, reviews and 5-star ratings amongst all giving apps. More than 1.5 million donors and 55,000 organizations trust Givelify for inspiring kindness, generating more than $3 Billion in generosity.
We seek a Customer Success Manager to join our virtual team. If you’re a gifted Customer Champion, with experience in growing product adoption & fostering customer loyalty, plus the challenge of scaling product success at a high performing Fintech-for-Good company sounds exciting, we would love to connect with you!
As a Customer Success Manager on the Customer Success (CS) team, you will serve as a trusted partner to Givelify’s customers to increase the good in the world through philanthropy. Leveraging your experience as a customer success manager in a high-growth SaaS environment, your challenge is building relationships and maximizing the value customers receive from Givelify’s products and services.
You’ll Get to:
- Serve as subject matter expert on Givelify value proposition, products, services, and go to-market (GTM) strategy approach.
- Meet or exceed all customer success metric targets for your assigned customers.
- Develop a deep understanding of the customer’s giving and fundraising goals by cultivating relationships with faith-based and non-profit leaders via phone, video conferencing, email, social media, and in-person (when appropriate).
- Expand the value realized by customers through education, ongoing discovery, proper positioning of Givelify, and sharing best practices.
- Cultivate customer advocacy and impact stories through strong and strategic relationships with faith-based and non-profit leaders.
- Advocate for customers’ needs, working with Customer Success and executive leadership to prevent and manage customer escalation.
- Present Givelify’s value propositions, product and service offerings, and impact on giving and generosity.
- Mentor and educate non-tech-savvy customers on effectively implementing Givelify’s tools and platform for their organization’s success.
- Leverage reports and analytical tools to help customers manage and grow their donor bases, building strong retention.
- Work in cross-functional teams to improve customer experience and increase the customer value of Givelify’s products and services.
You Should Bring:
- Bachelor’s Degree or equivalent professional experience. MBA/Consulting experience preferred.
- 3+ years of experience in a SaaS-oriented customer success management function. Certification as a customer success manager is preferred.
- Proven ability to build strategic and impactful customer relationships.
- Familiarity with CS tools such as Salesforce, Gainsight, G-Suite, Tableau, other tools.
- Top-notch communication and presentation skills, including experience communicating insights through data with senior-level executives.
- Experience in planning, organizing, and delivering executive business reviews.
- Outstanding problem-solving and analytical skills combined with an excellent eye for business.
- Ability to build effective relationships, listen, communicate, influence, and collaborate at all organizational levels to deliver results.
- Strong organizational skills. Excellent execution and follow-through skills.
- Ability to adapt and change with the needs of the organization and business.
Desired Superpowers:
- Experience working with and\or leading faith-based and non-profit organizations.
- Independently capable of seeking information, solving conceptual problems, corralling resources, and delivering results in complicated situations. You are known as the person who gets stuff done.
- Great communicator. You connect easily with our culture and understand how our operations work. As a result, you can influence a team and individuals to drive to conclusions in a heavily matrixed environment.
- Fast Mover and flexible. We move fast and believe that done well is better than perfect. Continual iteration is essential.
- Excited to learn and help build a growing business.
- High-energy and positive standout colleague with a servant’s heart.
Plus These Superpowers:
- Charismatic & persuasive in effectively building relationships with diverse internal & external audiences
- A customer success-minded approach that drives results
- Deliver persuasive presentations & messaging through communication and interpersonal skills
- Strong project management skills
- Demonstrated ability to collaborate effectively in a virtual team environment
- Coachable and flexible while participating in perfecting our customer engagement approach
Our People & Culture
We are a virtual team of high-performing professionals who innovate & collaborate to fulfill our mission to help people instantly find causes that inspire them to action so they can change the world one simple, joyful gift at a time. Our culture of integrity, heart, simplicity, & that wow factor fuel our aspiration to be recognized amongst the tech industry’s most inclusive & purpose-driven workplaces.
We take great pride in providing competitive pay, full benefits, amazing perks (including flexible PTO), and most importantly, the opportunity to put passion & purpose to work.