Vice President of Customer

About Donorbox

Donorbox is a fast-growing fundraising and donor management platform helping thousands of nonprofits globally raise more donations efficiently. We believe in empowering organizations to make a meaningful impact and strive to deliver an exceptional experience for every customer—regardless of their size or mission. As we expand our offerings and move upmarket with more complex, high-value solutions, we remain committed to top-tier support and building lasting customer relationships founded on trust, transparency, and genuine care.

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 80,000 global organizations to raise over $2B in donations. 🚀

We are a profitable, bootstrapped company with a strong growth trajectory. Our diverse and fully distributed team of 130+ members spans 16+ states and 23+ countries.

🏅In 2023, Donorbox achieved the Leader status in Nonprofit and was recognized for Best Functionality & Features in Fundraising by GetApp. We're proud of what we do, and our product reflects it!

The Role

We are seeking a highly strategic and customer-obsessed Vice President of Customer to lead our Support, Support Engineering, and Account Management teams. This role will be a key member of the senior leadership team, responsible not only for providing world-class support experiences and nurturing long-term customer relationships, but also for achieving revenue growth targets from our existing customer base. Working alongside cross-functional leaders, the VP of Customer will integrate efforts to ensure a seamless customer journey and will be the architect of our customer success and satisfaction strategy, owning the entire post-sale customer lifecycle—from onboarding to long-term relationship expansion.

Responsibilities

1. Strategic Leadership & Vision:
• Develop and execute a holistic customer strategy that integrates support, support engineering, and account management into a cohesive, exceptional customer experience.
• Align post-sales initiatives with broader company objectives, ensuring every touchpoint maximizes customer satisfaction, product adoption, retention, and revenue expansion.
• Define and prioritize key metrics for success, including CSAT (Customer Satisfaction Score), NPS (Net Promoter Score), Net Revenue Retention, and Churn.
2. Team Leadership & Culture:
• Lead, mentor, and grow a multi-functional team, including Support Specialists, Support Engineers, and Account Managers, fostering a culture of excellence, empathy, and continuous improvement.
• Set clear performance metrics, KPIs, and goals, regularly reviewing team performance and implementing coaching or professional development plans as needed.
3. Operational Excellence in Support & Support Engineering:
• Oversee the delivery of outstanding technical and non-technical support, ensuring customers experience swift, accurate, and empathetic resolution of issues.
• Collaborate closely with Product and Engineering teams to prioritize and escalate product feedback, drive technical improvements, and reduce overall support volume through proactive solutions and self-service tools.
• Continuously refine processes, tooling, and support documentation to improve efficiency, scalability, and overall performance metrics
• Help support a strong support engineering team that diagnoses and solves isolated bugs and help manage the solution implementation process.
4. Account Management & Revenue Accountability:
• Own the post-sale revenue lifecycle, building strategies to retain and grow key accounts through consultative relationship management, value realization, and proactive opportunity identification.
• Work with Sales, Marketing, and Product teams to develop targeted expansion strategies and engage customers with new features, upgrades, and professional services.
• Track and analyze key revenue metrics (e.g., Net Revenue Retention, Expansion Revenue, Churn), ensuring the customer organization meets or exceeds quarterly and annual revenue targets.
5. Customer Advocacy & Insights:
• Serve as the voice of the customer internally, championing their needs and ensuring that product roadmaps, go-to-market plans, and overall company strategy reflect a deep understanding of customer pain points and opportunities.
• Analyze customer data and feedback to uncover trends, drive product enhancements, and inform the overall customer engagement strategy.
6. Cross-Functional Collaboration:
• Partner closely with Product, Engineering, Sales, and Marketing leadership to align customer-facing initiatives and ensure a seamless pre-sales to post-sales handoff.
• Act as a strategic advisor to the leadership team, influencing company-wide decisions with customer and revenue perspectives.

Qualifications & Experience

• Experience: 10+ years in customer-facing roles (Customer Success, Support, Account Management), with at least 5 years in a senior leadership capacity. Experience in a SaaS, B2B, or technology environment is strongly preferred.
• Revenue Accountability: A proven track record of owning and driving revenue growth, retention, and expansion within a customer organization.
• Customer-First Mindset: Demonstrated passion for customer experience excellence, with the ability to translate that philosophy into repeatable operational strategies and team culture.
• Technical Aptitude: Comfortable working closely with product and engineering teams, with a strong understanding of how to troubleshoot technical issues and guide customers through complex product environments.
• Data-Driven Approach: Proficient in leveraging data, analytics, and KPIs to inform decisions, set targets, and measure success. Experience using customer engagement and support tools is a plus.
• Leadership & Communication: Exceptional team leadership, mentoring, and communication skills. Able to inspire trust, foster collaboration, and clearly communicate strategies and outcomes to internal and external stakeholders.
• Strategic & Tactical: Adept at strategic thinking yet willing to dive into the details to ensure success on the ground.

Why Join Donorbox?

• Mission-Driven Impact: Contribute to a platform that empowers thousands of nonprofits to do more good.
• Growth Opportunities: Join a scaling company at a pivotal moment, shaping the future of our customer experience and directly influencing the company’s growth trajectory.
• Collaborative Culture: Work with a passionate, diverse, and dedicated team that values honesty, empathy, and continuous improvement.

Details

• Fully remote based in Canada or United States
• Salary: $180,000–$220,000 USD, depending on experience and location, plus equity and a performance bonus tied to key metrics.

Benefits & Perks

• Fully remote work from the comfort of your home
• Generous time off policy of 21 days (birthday included 🎉), 8+ designated/floating holidays (dependent on country/province), and 2 paid volunteer days
• Employer-sponsored health insurance plan through TriNet, including medical, dental, vision, and life
• Canada: Registered Retirement Savings Plan (RRSP)
• US: 401(k) retirement plan via TriNet's partner, Empower, with an employer match of up to 4% 
• Reimbursement package for home office expenses, 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!

The Application Process

We have 6 stages:

1. Apply here and fill out our questions to tell us about you!
2. Prescreen Call with Talent Acquisition Associate
3. Interview with CEO
4. Interview with CEO & Director of Customer Success
5. Panel/Final Interview

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