Senior Customer Success Manager

Job description

Want to help us help others? We’re hiring!

GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes—for themselves and each other. Together, our community has raised more than $40 billion since 2010.

Join us! The GoFundMe Pro team is looking for our next Enterprise Customer Success Manager (CSM)! This role acts as a strategic partner to our largest and most impactful nonprofit clients. This role focuses on b2b account management, relationship management, and project management to drive client success and maximize their impact. The Enterprise CSM will play a critical role in ensuring nonprofit clients achieve their fundraising goals by leveraging GoFundMePro platforms effectively.

This role requires expertise in strategic fundraising, multi-threaded account engagement, and ensuring organizations achieve key lifecycle milestones on the Classy and GoFundMe platforms. Key success metrics include year-over-year growth, and retention.

The Job

Account Management:

• Act as the primary point of contact for a portfolio of enterprise nonprofit clients, ensuring their long-term success and satisfaction.
• Drive adoption of the GoFundMe Pro platform features, maximizing donation realization and year-over-year revenue growth.
• Own discovery & strategic discussions to identify opportunities to expand usage of the platform, minimize risk and proactively retain donation volume on the platform. Work closely with your Account Executive on strategies for execution.
• Develop and execute customized account plans to meet client goals, leveraging deep knowledge of the nonprofit fundraising landscape.
• Responsible for finding potential risks (including competitive intelligence) and overcoming objections by value selling current usage of the platform with a broad range of individuals within organizations including discovery calls, overcoming objections and value based product demonstrations.

Relationship Management:

• Build and maintain strong multi-threaded relationships with key stakeholders across nonprofit clients, including executive leadership and fundraising teams.
• Serve as a trusted advisor, offering strategic insights and recommendations to help clients achieve their fundraising objectives to maintain strong customer sentiment so that they are referencable clients.
• Facilitate regular check-ins, business reviews, and executive-level engagements to assess progress and align on future goals.

Project Management:

• Lead clients through onboarding, platform optimization, and ongoing project milestones, ensuring timely delivery of outcomes.
• Collaborate with internal teams (Professional Services, Support, Product, and Engineering) to address client needs and drive resolution of complex issues.
• Monitor client progress against lifecycle milestones and proactively address risks to ensure retention and success.

Strategic Fundraising Strategy and Support:

• Provide guidance on best practices for online fundraising strategies, campaign management, and donor engagement.
• Analyze client fundraising performance and recommend data-driven optimizations to drive growth and maximize impact.
• Enable clients to leverage Classy and GoFundMe platforms for innovative fundraising initiatives, ensuring alignment with their mission and goals.
• Thinking outside the box and proactively anticipating customer needs in relation to product, digital fundraising or risk.

You

• 5+ years of experience working in customer success, account management, or a similar customer-facing role
• Driven, self-motivated, enthusiastic, and with a “can-do” attitude
• Strong relationship-building capabilities
• Excellent communication (verbal/written) and interpersonal skills
• Confidence and calm when navigating hard customer conversations
• Proactive, results-driven mindset with a bias for speed and action
• Professional executive presence
• The ability to listen, empathize and ask clarifying questions to identify customer needs and translate them into solutions
• Skilled at partnering cross-functionally to solve technical issues and identifying when issues need to be escalated
• Proficient at assessing customer risks and developing mitigation strategies

Why you’ll love it here

• Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year.
• Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere.
• Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together.
• Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits.
• Holistic Support: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being.
• Growth Opportunities: Participate in learning, development, and recognition programs to help you thrive and grow.
• Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.
• Community Engagement: Make a difference through our volunteering and Gives Back programs.

We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose. Be a part of something bigger with us!

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences.  We do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

The total annual salary for this full-time position is $86,500 - $129,500, which may include potential sales incentive payments, + equity + benefits.  As this is a remote position, the salary range was determined by role, level, and possible location across the US. Individual pay is determined by work location and additional factors including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range based on your location during the hiring process.

If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact us at [email protected].

Global Data Privacy Notice for Job Candidates and Applicants:

Depending on your location, the General Data Protection Regulation (GDPR) or certain US privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required.

Learn more about GoFundMe:

We’re proud to partner with GoFundMe.org, an independent public charity, to extend the reach and impact of our generous community, while helping drive critical social change. You can learn more about GoFundMe.org’s activities and impact in their FY ‘24 annual report.

Our annual “Year in Help” report reflects our community’s impact in advancing our mission of helping people help each other.

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