Customer Success Manager
Company Description
Givebutter is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. Nonprofits use Givebutter to replace multiple tools so they can launch fundraisers and events, use donation forms and donor management (CRM), send emails and text blasts—all in one place. Use of the Givebutter platform is completely free with a 100% transparent tip-or-fee model.
Givebutter has been certified as a Great Place to Work® every year since 2021, and is the #1 rated nonprofit software company on G2 across multiple categories.
Our mission is to empower the changemaker in all of us. We believe giving should be fun, so you’ll want to do it again, and we also believe that work should be fun, so that you’ll have the greatest impact. We are excited to hear from talented people who want to work with other talented people in making the world a butter place—and have fun along the way.
Role Description
Givebutter is hiring an outstanding Customer Success Manager with a combination of post-sales and fundraising expertise who can leverage every resource available to our customers to steward them to fundraising success. As a member of our growing team, you will have the opportunity to support the fundraising efforts of our highest-raising nonprofit and enterprise customers.
The CSM’s role is to drive adoption, value realization, growth, and renewals across a scaled portfolio while maintaining a high level of value to our customers. You’ll be focused on helping organizations optimize their fundraising, leveraging Givebutter’s many products and features, starting post onboarding and continuing through ongoing account retention. CSMs work regularly with cross-functional internal teams (including Sales, Onboarding, Marketing, Support, and Product, Design, & Engineering) to surface customer feedback and improve the entire customer experience.
We want to hear from people who…
Understand fundraising, donor engagement, or nonprofit development and can apply that knowledge to customer success.
Have hands-on experience in post-sales customer success or account management roles in tech, including supporting customers in using software, troubleshooting issues, and identifying upsell opportunities.
Are always making connections. Whether it’s with a major donor, a new volunteer, or a board member, you naturally find common ground.
Are confident! Much of your work is prescriptively guiding and helping users to execute the customer-focused solutions you propose to reach their fundraising goals. You’ll also be their internal advocate, surfacing and championing user requests.
Are natural relationship builders who can quickly earn trust with nonprofit leaders and stakeholders in order to drive value realization through product adoption strategies.
Are tech savvy and comfortable teaching others how to use software tools.
Thrive in a collaborative, fast paced environment and enjoy connecting the dots between customer needs and business goals.
Responsibilities
Serve as a lead point of contact for high value customer accounts, developing trust and building relationships with key stakeholders, while guiding them through adoption and best practices to accelerate their fundraising goals on Givebutter
Become a subject expert in the Givebutter platform and leverage fundraising expertise to assist with fundraising strategy via email, Zoom, and phone calls
Assist with the creation and maintenance of educational materials, including best practice and workflow guides, for all of Givebutter’s customers
Lead discovery sessions to align engagement requirements with organizational outcomes and identify key stakeholder responsibilities within an actionable plan
Lead and develop Customer Impact sessions to support scaled, 1:Many community based learning for high impact use cases and workflows
Provide use-case and product-based training and strategy guidance to help customers optimize campaigns and reach their fundraising and donor engagement outcomes.
Continuously identify and improve gaps in implementation and customer success processes, contributing to the development of scalable, repeatable best practices
Surface and analyze customer feedback to drive product improvements and inform team strategy.
Partner with Sales, Product, Support, and other internal teams to ensure a seamless customer experience.
Requirements
2-5 years of experience in a sales or post-sales role as a Customer Success Manager, Account Manager, Account Executive, or similar.
Ability to manage multiple accounts independently with a customer-first mindset and consultative approach.
Experience working toward KPIs or variable compensation tied to customer outcomes.
Experience working with nonprofit CRMs and online fundraising tools
Excellent written and verbal communication skills. You’ll need to be able to communicate clearly to customers, and as a remote team, most of our communication is written
Excellent communication and emotional intelligence with experience in building relationships and collaborating cross-functionally.
Nice to have: experience working for a nonprofit organization in fundraising or donor development; this is essential for understanding our customers. Experience in marketing fundraising campaigns is a plus.
More about Givebutter
Remote Work: Work remotely from one of our 10 hubs (Austin, Denver, Indianapolis, Los Angeles, San Francisco, New York, Salt Lake City, Minneapolis, Seattle, and Nashville).
Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees as well as HSA and FSA accounts.
Dependent Care Coverage: We offer coverage for dependents, with 50% of Medical, Dental, and Vision premiums covered for all eligible dependents.
Mental Health: Givebutter health insurance plans come with access to a TalkSpace membership.
401k: We offer a 3% 401k match for all eligible employee's.
Vacation and Holidays: Givebutter offers a Flexible PTO policy with uncapped vacation days and company-recognized holidays.
Wellness Week: Givebutter closes for one week each summer to prioritize rest and recharge for the entire team.
Parental Leave: We offer 12 weeks of paid leave for all parents and comprehensive leave planning management through Aidora.
Home Office Stipend: Upgrade your home office with company-sponsored expenses, including high-quality laptops, monitors, and modern technology.
Charitable Giving: Employees are encouraged to donate up to $50/month to any verified nonprofit they wish to support on Givebutter.
Professional Development: We offer learning and development reimbursement opportunities.
Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you're doing and the company you work for.
Interview Process
Below is a high-level outline of our standard interview process
Recruiter Screen: A 30-minute conversation to learn more about your background, walk through the role, and ensure mutual alignment on expectations, values, and logistics.
Hiring Manager Interview: A deeper dive into your relevant experience, skillset, and working style. This is your first opportunity to connect directly with the person who may be your future manager.
Assessment (technical or non-technical): This stage will vary based on the role. It could involve a live coding session, case study, or take-home project. Some roles may include two parts to this stage to evaluate both practical skills and problem-solving approaches
Values Interview: A conversation with team members focused on how you align with our core values and leadership principles.
References: We connect with a few folks you’ve worked closely with to get a better picture of your working style and impact.
Offer: If all goes well, we’ll move to the offer stage!
Please note, we will have an AI note-taking tool join most of our interviews.
Hi potential new butterslice! A recent study from LinkedIn showed that most women apply to jobs only when they meet 100% of the requirements, whereas men will hit the apply button if they hit 60%. Givebutter is committed to building a diverse and inclusive team. So to the women and nonbinary folks out there feeling unsure if you're a perfect fit, we strongly encourage you to apply!