Customer Success Manager

🕒 October 9

🌐 United States, Canada, +1 more countries – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote 🇲🇽 Mexico – Remote

💵 $50k - $70k / year

⏰ Full Time

🟢 Junior

🏆 Customer Success

👻 Ghost score 1%

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Donorbox

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

💼 Consulting

📣 Marketing

🤝 Non-profit

Consulting • Marketing • Non-profit

Donorbox is a powerful fundraising platform designed to help organizations reach their fundraising goals by maximizing donations and enhancing donor management. The platform offers a range of tools including donation forms, crowdfunding, peer-to-peer campaigns, and membership management, all of which are integrated with advanced CRM features and powered by AI to streamline fundraising efforts. Donorbox supports both online and on-location fundraising, encourages quick and secure donations with its UltraSwift™ checkout, and provides detailed analytics and insights to optimize donor engagement. Trusted by over 80,000 organizations worldwide, Donorbox aims to boost donations and retain donors effectively, making it a leading choice for nonprofit fundraising initiatives.

📋 Description

• Manage relationships with mid-tier customers to ensure continued success and feature adoption. • Act as the first point of human contact for users who have not yet interacted with a representative. • Conduct onboarding check-ins, webinars, and product walkthroughs to help users achieve first value. • Identify upsell or cross-sell opportunities through customer usage analysis and pass qualified leads to Sales. • Partner with Product and Customer Operations teams to surface insights, feedback, and improvement opportunities. • Foster community engagement through online events, user groups, newsletters, and in-app communications. • Maintain an understanding of new features and updates to share proactively with customers. • Track and report on activation rates, engagement levels, NPS/CSAT, and expansion opportunities. • Collaborate cross-functionally to ensure consistent messaging, smooth customer handoffs, and a unified customer experience. • Proactively reach out to new mid-tier Donorbox signups to guide them through onboarding and activation of CRM and other key products. • Continuously improve the onboarding and engagement experience for all customers.

🎯 Requirements

• Bachelor’s degree or equivalent. • 1–3 years of experience in Customer Success or Account Management (preferably in SaaS or tech). • Strong communication skills with the ability to guide and educate customers effectively. • Excellent written and verbal communication skills; empathetic and customer-first approach. • Familiarity with CRM and customer success platforms (e.g., HubSpot, Intercom, Gainsight, etc.). • Ability to interpret customer data to identify trends, risks, and opportunities. • Highly organized and able to manage multiple accounts, outreach efforts, and content projects simultaneously. • Proactive, self-motivated, and adaptable in a fast-paced, remote environment. • Collaborative and able to work cross-functionally with Product, Sales, and Support teams. • Experience working with nonprofit or fundraising organizations. • Background in customer engagement programs. • Experience hosting webinars, writing customer education content, or creating tutorials. • Familiarity with customer onboarding flows and product-led growth strategies. • Passion for helping mission-driven organizations succeed through technology. • Must be based in the US, Canada, or Mexico. • Employment eligibility verification applies to newly hired U.S. employees.

🏖️ Benefits

• Fully remote work from the comfort of your home • Generous time off policy of 21 days (birthday included 🎉), 8 designated/floating holidays, 2 paid volunteer days, and 5+ sick days (dependent on state) • Employer-sponsored health insurance plan through TriNet, including medical (United Healthcare), dental, vision, and life • 401(k) retirement plan via TriNet's partner, Empower, with an employer match of up to 4% • 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!