Givebutterโs Customer Success team manages all high-value customer relationships and is broken into two sub-teams: Year One and Retention. The Customer Success Managerโs role is to own customer relationships from deal close through the end of the accountโs first year (Year One Team) OR from the end of the first year through the lifetime of the account (Retention Team), maintaining and growing revenue while delivering a high level of value to our customers.
We’re looking for a CSM to join our Retention Team starting in JANUARY 2025. Youโll be focused on helping our customers, primarily nonprofit organizations, optimize their fundraising, leveraging Givebutterโs many products and features. CSMs work regularly with cross-functional internal teams (including Sales, Marketing, 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.
Have succeeded in a sales or post-sales role, preferably in tech, with a high variable compensation ratio.
Are tech literate. Learning new tools and playing with new software fills you with joy. Relevant experience with CRM software (we use HubSpot) and online fundraising platforms (Givebutter or a competitor) is a huge plus.
Are a people person thatโs always making connections. Whether itโs with a customer, a major donor, a new volunteer, or a board member, you naturally find common ground, build consensus, and find a way to turn every conversation into an opportunity to showcase how our product can create value for their mission.
Are customer obsessed! Much of your work is cheering on customers and helping them believe in their ability to execute the customer-focused solutions you propose. Youโll also be their internal advocate, surfacing and championing user requests.
Are ready to start this role in January 2025
Responsibilities
Serve as a lead point of contact for customer accounts, developing trusted advisor relationships with key accounts and stakeholders
Deliver high-value training and product education to help customers find and unlock new valuable facets of the Givebutter platform over time
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, account success, and product adoption
Solicit and analyze customer feedback to share with Product, Design, & Engineering
Identify opportunities for customer referrals, testimonials, and campaign examples to showcase our best users.
Assist with the creation and maintenance of educational materials for all of Givebutterโs 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.
2-5 years of experience in a sales or post-sales role as a Customer Success Manager, Account Manager, Account Executive, or similar.
Proven track record of hitting and exceeding individual KPIs
Experience working with nonprofit CRMs and online fundraising tools
Excellent written and verbal communication skills. Youโll 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 a CRM tool, preferably Hubspot
$72,000 – $120,000 a year
This is a commission based role, base salary is set at $72,000 with commission of up to $48,000. Note that commission is uncapped.
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FAQ
What position is Givebutter hiring for?
Givebutter is hiring a remote Customer Success Manager, Retention Team from ๐ Anywhere
What type of employment does Givebutter offer?
This is a
Full Time role.
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