Customer Success Manager

This is a fully remote position, open to applicants in United States, +2 more countries.

📋 Description

• Oversee relationships with mid-tier clients to guarantee ongoing success and feature utilization.

• Serve as the initial contact for users who have not previously engaged with a representative.

• Facilitate onboarding check-ins, webinars, and product demonstrations to assist users in realizing initial value.

• Detect upsell or cross-sell prospects through analysis of customer usage and forward qualified leads to the Sales team.

• Collaborate with Product and Customer Operations teams to highlight insights, feedback, and areas for improvement.

• Promote community involvement through online events, user groups, newsletters, and communications within the app.

• Keep abreast of new features and updates to proactively share with customers.

• Monitor and report on activation rates, engagement metrics, NPS/CSAT scores, and expansion opportunities.

• Work cross-functionally to ensure cohesive messaging, seamless customer transitions, and an integrated customer experience.

• Take the initiative to reach out to new mid-tier Donorbox signups to assist them during onboarding and activation of CRM and other essential products.

• Continuously enhance the onboarding and engagement process for all customers.

⛳️ Requirements

• Bachelor’s degree or equivalent experience required.

• 1–3 years of experience in Customer Success or Account Management, preferably in the SaaS or technology sectors.

• Exceptional communication skills with the capability to effectively guide and educate customers.

• Strong written and verbal communication abilities; empathetic and customer-focused approach.

• Familiarity with CRM and customer success platforms (e.g., HubSpot, Intercom, Gainsight, etc.).

• Proficient in interpreting customer data to uncover trends, risks, and opportunities.

• Highly organized with the capacity to manage multiple accounts, outreach initiatives, and content projects concurrently.

• Proactive, self-driven, and adaptable within a fast-paced, remote setting.

• Team-oriented and capable of collaborating cross-functionally with Product, Sales, and Support teams.

• Experience working with nonprofit or fundraising organizations.

• Background in customer engagement programs.

• Experienced in hosting webinars, creating customer education content, or developing tutorials.

• Understanding of customer onboarding processes and product-led growth strategies.

• Passionate about enabling mission-driven organizations to thrive through technology.

• Must reside in the US, Canada, or Mexico.

• Employment eligibility verification is required for newly hired U.S. employees.

🏝️ Benefits

• Fully remote work from the comfort of your home.

• Generous time off policy of 21 days (including birthday 🎉), 8 designated/floating holidays, 2 paid volunteer days, and 5+ sick days (depending on state).

• Employer-sponsored health insurance plan through TriNet, covering medical (United Healthcare), dental, vision, and life insurance.

• 401(k) retirement plan via TriNet's partner, Empower, with an employer matching contribution of up to 4%.

• Reimbursement package for home office expenses and professional development, up to $1.5k.

• Eligibility for employee equity plan (stock options).

• Wellness program featuring fitness and mindfulness classes.

• Enjoy your work and our mission of supporting nonprofits!