Job Description
Customer Success Manager
REMOTE
SUPPORT AND SUCCESS – SUCCESS
FULL-TIME
Company Description
Givebutter is the most-loved nonprofit fundraising platform, empowering millions of changemakers to raise more, pay less, and give better. Nonprofits use Givebutter to replace multiple tools so they can launch fundraisers and events, use donation forms and donor management (CRM), send emails and text blasts—all in one place. Instead of charging a traditional SaaS subscription fee, Givebutter is completely free to use with a 100% transparent tip-or-fee model.
Givebutter has been certified as a Great Place to Work® in 2021, 2022, and 2023, and is the #1 rated nonprofit software company on G2 across multiple categories.
Our mission is to empower the changemaker in all of us. We believe giving should be fun, so you’ll want to do it again, and we also believe that work should be fun, so that you’ll have the greatest impact. We are excited to hear from talented people who want to work with other talented people in making the world a butter place—and have fun along the way.
Role Description
The Givebutter Customer Success team is looking for an outstanding relationship-builder with a combination of fundraising expertise and technical aptitude 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 Success Manager’s role is to own customer relationships at every point in their customer journey, maintaining and growing revenue while delivering a high level of value to our customers. Working regularly with cross-functional internal teams (including Sales, 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.
- Are tech literate. Learning new tools and playing with new software fills you with joy. Relevant experience with CRM software (we use HubSpot), support tools (we use Intercom), and online fundraising platforms (Givebutter or a competitor) is a huge plus.
- Are always making connections. Whether it’s with a major donor, a new volunteer, or a board member, you naturally find the common ground.
- Are confident! 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 and managing the entire customer lifecycle, including training, adoption, and expansion
- 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, retention, growth, and customer satisfaction
- Solicit and analyze customer feedback to share with Product, Design, & Engineering
- 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.
- 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 Hubspot and Intercom is a plus