Client Success Manager

JustFund — the only nonprofit grantmaking platform created by funders and organizers of color — is resetting philanthropy with a new model rooted in trust and equity. Our innovative technology, including the nation’s first-ever common grant application platform, streamlines the grantmaking process for applicants and funders making it easy to seek and distribute funding. Founded in 2017, JustFund’s community includes grantmakers committed to building a more equitable world, including The Emergent Fund, Decolonizing Wealth, Way to Rise, and Omidyar Network. We are a collaborative and hard-working team dedicated to moving more money to social justice movements. As we step into this next phase, we're launching new products and features and are poised to make an even bigger impact. Learn more.

The Opportunity

JustFund is seeking a mission-driven and values-aligned Client Success Manager to join our growing team. 

In service of our mission to reset philanthropy, JustFund provides comprehensive grants management services and solutions to values-aligned funders. The Client Success Manager will play a crucial role in ensuring the success and satisfaction of our funder clients. They will act as a strategic partner, working closely with clients to understand their unique needs and challenges. They will be responsible for providing seamless onboarding for new clients, conducting demonstrations on how to use the platform, being responsive to questions, and building strong relationships with high partner satisfaction. In partnership with the JustFund platform, the Manager will also be responsible for supporting our partners through grant cycle management needs, ensuring grant cycles run smoothly and on schedule. The ideal candidate will be a talented relationship builder, skilled project manager, and have experience or interest in justice and racial equity work.  

The Client Success Manager will report to the Director of Customer Experience. The Client Success Manager role is remote and will be based within the United States and will regularly interface with US-based team members across multiple time zones.

Key Responsibilities

• Manage Client Relationships: Provide high-quality and strategic service delivery to a portfolio of clients
  • Training to support a deep understanding of the JustFund platform and client service delivery
  • Cultivate strong relationships with clients, listening to their needs, providing best in class service and strategic guidance, tracking impact, and ensuring their overall success
  • Manage a seamless and exceptional onboarding experience and customer support journey for clients by using HubSpot and Monday.com to track client engagement and build workflows
  • Provide strategic support to clients by educating them on how best to use and leverage the platform, take advantage of new services, and engage with the JustFund community, while troubleshooting issues in a responsive manner
  • Maintain accurate client records in Hubspot ensuring client communications are managed in a timely manner
  • Draft comprehensive grant summaries, dockets, and analytic reports for quarterly business reviews
  • Responsible for the growth of organization by identifying cross-sell opportunities and negotiating all client renewals for assigned portfolio as defined in department KPIs 
  • Identify opportunities to connect partners and grow JustFund community
  • Manage client projects and ensure shared outcomes are met on schedule

• Drive Client Success: Achieve high customer satisfaction through cross-functional collaboration
  • Identify user needs and take proactive steps to ensure positive customer satisfaction
  • Track, document, and analyze user behavior and feedback, including positive recognition and suggestions for improvement
  • Identify, develop, and maintain resources such as how-to videos, frequently asked questions, tips and tricks, onboarding guides, webinars and trainings, and other helpful materials
  • Work with the Product team to track to track technical issues, propose and support the development of feature updates, and implement improved protocols to enhance user experience
  • Stay abreast of industry trends and technology and explore opportunities to implement findings within JustFund’s current processes
  • Other job-related duties as assigned

Qualifications

• 3-5 years of related work experience in a client success role (SaaS company experience preferred).
• Deep commitment to JustFund’s mission and values and excitement about working in a fast-paced, startup environment.
• Outstanding communication, customer service and relationship building skills.
• Outstanding project management and organizational skills, proven ability to juggle multiple projects simultaneously with exceptional attention to detail.
• Demonstrated experience working with GoogleSuites, Microsoft Excel, HubSpot, and project management tools and applications such as Monday.com, Zoom, and Slack, etc.
• Ability to travel a few times per year for staff retreats.
• Knowledge of the social good community, which includes nonprofits, foundations, corporations, and individual donors a plus.
• Experience working in philanthropy or in grants management software is a plus.
• Working proficiency in Spanish is a plus.

Total Compensation (Salary and Benefits)

The Client Success Manager role is a full-time position, and we offer a competitive and holistic total compensation package. The annual salary range for this position is $65,000 to $75,000 and will be commensurate to experience. All full-time staff are eligible for our benefits package designed to promote wellness and work/life balance including:

• Fully remote work environment
• Medical, vision, and dental insurance
• 401k plan with employer contribution
• Paid time off (including 15 days of vacation for first year employees, 13 holidays, and 15 days of sick time, 3 personal days)
• Access to additional health services such as One Medical, Teladoc, TalkSpace and KindBody
• Two weeks of annual company-wide office closures for mental health and restoration
• Wellness stipend
• Home office equipment allowance
• Cell phone and internet stipend
• Professional development stipend and access to professional development opportunities
• Company retreats to connect with colleagues

How to Apply

Applicants should apply by submitting their resume and cover letter.

JustFund is committed to having a values-driven, transparent, healthy, and collaborative culture. If the JustFund team can make the application process more accessible through accommodation in the recruitment process, please let us know by emailing hiring@justfund.us. We encourage individuals to submit their application for consideration even if they believe they do not have all of the preferred qualifications. We review applications on a rolling basis and look forward to hearing from you.

JustFund is an equal opportunity employer that is committed to diversity, inclusion, and racial equity. Read more about our equal opportunity statement here.

JustFund participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here.