Customer Success Manager

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🕒 March 28

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iDonate

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤲 Charity

☁️ SaaS

💰 $6.1M Venture Round - iDonate on 2023-08

Charity • SaaS

iDonate is a mobile-first digital fundraising platform that helps nonprofits convert website visitors into donors by removing friction from the online giving process. Their product suite includes optimized mobile donation forms, pop-up tools, A/B testing, recurring giving prompts, and customizable donation pages designed to increase conversions and monthly giving without requiring more traffic. iDonate is targeted at mission-driven organizations and emphasizes speed of launch, conversion optimization, and proving digital fundraising ROI.

📋 Description

• Lead customers through onboarding and drive full product adoption aligned to their fundraising goals. • Develop tailored enablement and success plans based on each customer’s fundraising strategy, milestones (e.g., Giving Days), and technical ecosystem. • Proactively identify and remove barriers to adoption, coordinating with internal teams as needed. • Conduct regular client business reviews and roadmap discussions, ensuring customers understand product value and future opportunities. • Own renewal outcomes for assigned accounts, maintaining strong retention performance through consistent follow-through and transparent communication. • Identify churn risks early using customer insights, engagement data, and direct feedback; take action to mitigate risk. • Build and maintain multi-threaded relationships across customer organizations, including executive sponsors, day-to-day contacts, marketing teams, and technical stakeholders. • Establish trusted, value-driven relationships with executive-level decision-makers. • Act as the accountable owner of customer outcomes, coordinating closely with Support, Product, Sales, and other internal teams. • Provide clear, actionable customer feedback that contributes to product and process improvements.

🎯 Requirements

• Experience in Customer Success, Account Management, or a related client-facing role, preferably in SaaS or nonprofit technology. • Strong understanding of customer lifecycle management, including onboarding, adoption, renewal, and expansion. • Ability to build relationships across multiple stakeholder levels, including executive leadership. • Excellent communication, organization, and problem-solving skills. • Comfort navigating technical concepts, integrations, and data-driven conversations. • Proven ability to manage multiple accounts and priorities with a high degree of ownership and accountability.

🏖️ Benefits

• medical, dental, and vision with a 65% employer paid portion of the premium for both employees and dependents. • Medical plans pair either with a health savings account with employer contributions or flex spending account access. • Additionally, iDonate provides 401(k) enrollment, basic life, short-term and long-term disability, and access to an Employee Assistance Program. • iDonate gives unlimited PTO to all full-time staff and there are 10 company holidays.