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Customer Success Manager

Chicago

Double Good’s mission is to create joy. We create joy with our delectable and award-winning popcorn. We create joy with our easy-to-use fundraising platform that raises a meaningful amount of money for youth sports and activities, empowering kids to pursue their dreams. We create joy through our Kids Foundation which hosts Double Good Days events across the country to bring all-ability fun to children with special needs and their families. As featured on the Today Show, Double Good is not just about the product; we have a strong social mission.

In recent years, Double Good has seen 40% year over year growth, and we’re excited about our future! We’re excited about the possibility of you joining our mission. We are looking for a Customer Success Manager to join our growing Customer Success team.

Location - Hybrid onsite from our downtown Chicago office.

About the role:

The Customer Success Manager will own retention and success of our top ~300 accounts and enterprise relationships, directly influencing customer loyalty, long-term revenue, and growth across our largest fundraising communities. This person will operate in a fast-paced, unstructured environment and help shape the future of Customer Success at Double Good.

Responsibilities: 

  • Manage and retain Double Good’s highest-value fundraising accounts ($10k+), building strong relationships and delivering value across every interaction

  • Own partnership success with large parent organizations, ensuring alignment, satisfaction, and impact

  • Design and execute outreach campaigns for event organizers, testing and optimizing communications to improve engagement and outcomes

  • Collaborate cross-functionally with Marketing, Supply Chain, Product, and Customer Support to deliver seamless experiences and incorporate feedback from high-value users

  • Help define and refine the customer success motion at Double Good, especially in a CRM-light or no-CRM environment, contributing to tooling and process development as we scale

Other Job Functions:

  • Performs other duties as assigned

Experience & Skills we value:

  • Proven experience managing high-value customer relationships in a SaaS or tech-enabled business

  • Skilled in customer communication, retention tactics, and stakeholder management

  • Comfortable operating without a CRM and building processes from scratch

  • Strong project management and organization skills across multiple customer touchpoints

  • Ability to think strategically and execute quickly in a startup or growth-stage environment

Nice to have and/or you’ll learn: 

  • Familiarity with enterprise partnerships, school or youth-based fundraising, K-12 education, or non-profit models

  • Experience working with cross-functional teams on customer-facing initiatives

  • Knowledge of customer success metrics and lifecycle management

Equal Pay Disclosure(s):

We’re on a mission to create more joy in people’s lives, and that includes our internal employees. We create a place people love to be a part of, where people can discover and practice their unique skill sets, a place where they can contribute and do their best work. We do this by offering our employees a competitive compensation & benefits plan.

Base Pay range for this position:

  • $75,000 - $107,000
  • Target Annual Bonus: 15% of base salary

The final discretionary compensation that will be offered for this role depends on a variety of factors, including job-related knowledge, skills, experience, and market location.

Benefits:

  • Double Good offers competitive benefits including medical, dental and vision coverage with plans that can fit each teammate’s needs. We offer immediate vesting in our 401k plan, paid time off, company-paid leaves and other perks including a Popcorn Allowance (yup, free popcorn!).
  • Visit the Careers page on our website for more information at https://www.doublegood.com/careers.

Double Good is an Equal Opportunity and Affirmative Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity. Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.  The EEO is the law and is available here. Right to Work Statement (English and Spanish).

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