Enterprise Customer Success Manager

About Donorbox

Donorbox is a leading fundraising platform and donor management system for nonprofit organizations. Our mission is to accelerate positive impact worldwide by helping nonprofits become highly effective at raising funds and managing their supporter base. Since 2014, we have powered more than 100,000 global organizations to close to $3B in donations. 🚀

Our fast-growing company is profitable and bootstrapped with a healthy run rate. We have a fully distributed and diverse 150-person team based in 16+ states and 23+ countries.

🏅Donorbox is rated the #1 software for fundraising, donor management, and nonprofit payment on G2 based on hundreds of verified customer reviews. We're proud of what we do, and our product reflects it!

The Role

As an Enterprise Customer Success Manager you will be pivotal in managing and nurturing relationships with our strategic accounts, including our top 100 clients. You will collaborate closely with our Sales, Marketing, and Customer Support teams to ensure that our clients achieve their desired outcomes with our product, while also identifying opportunities for expansion and driving renewals. This is a highly impactful role, focused on customer retention, satisfaction, and overall success with our platform. 

Responsibilities

• Client Relationship Management: Manage and retain our strategic accounts and build long-term relationships to ensure client satisfaction. Develop strong relationships with top clients, understanding their mission, market position, and fundraising goals.
• Product Evangelism and Optimization: Advocate for and optimize our product to increase client revenue and utilization. Provide insights and best practices on implementation, UX, and marketing to clients.
• Proactive Account Management: Develop systems to manage a large number of accounts proactively and efficiently. Use sound business judgment to prioritize accounts and efficiently allocate resources.
• Revenue Optimization: Use data analysis to develop and implement strategies to optimize revenue. Make educated recommendations to help clients fundraise more effectively.
  Support and Issue Resolution: Provide support via email, phone, and Zoom to resolve client issues and answer questions.
• Cross-Functional Collaboration: Work closely with team members to resolve issues and ensure the highest quality of service. Communicate effectively with Managers/Executives to build processes and workflows for efficiency.
• Record Keeping: Record and track all customer interactions in HubSpot.

Qualifications & Experience

• Non-profit Experience: 5+ years of experience serving a nonprofit as a volunteer, board member, or employee. You need to understand how nonprofits function and the critical role they play in society.
• B2B SaaS Experience: 5+ years of experience in B2B SaaS business model. Capable of making expert recommendations of our product to support the technical aspects of fundraising.
• Customer-Facing Experience: Proven experience in account management, sales, customer success, or support roles.
• System Proficiency: Comfortable with data analysis, spreadsheets, and CRMs (HubSpot, Salesforce, etc.). Ability to learn and use various systems to understand client needs before engagement.
• Communication Skills: Excellent written and verbal communication skills. Comfortable with initiating conversations, accepting rejection, and continuous follow-up.
• Organizational Skills: Ability to work independently with strong organizational skills and attention to detail.
• Compassion: Must be compassionate towards nonprofits, understanding their challenges, and showing empathy in interactions.

Details

• Fully remote based in US or Canada
• Salary: 70-90k USD + commissions

Benefits & Perks

• Benefits & Perks
• Fully remote work from the comfort of your home
• Generous time off policy of 21 days (birthday included :tada:), 2 paid volunteer days, 8+ designated/floating holidays (dependent on province/country), and additional sick days (dependent on state/country)
• Employer-sponsored health insurance plan through TriNet, including medical, dental, vision, and life
• 401(k) retirement plan via TriNet's partner, Empower, with an employer match of up to 4% (for US employees) and Registered Retirement Savings Plans (RRSP) (for Canadian employees)
• Reimbursement package for home office expenses and professional development, up to $1.5k
• Eligibility for employee equity plan (stock options)
• Wellness program with fitness and mindfulness classes
• Love your work and our mission of serving nonprofits!

If this sounds like the right role for you, please apply today and let us know why. We look forward to hearing from you!