Customer Success Manager

Company Description

Givebutter is the most-loved nonprofit fundraising and CRM platform, giving power to millions of changemakers to raise more, pay less, and give better. Nonprofits use Givebutter to replace multiple tools so they can start fundraisers and events, use donation forms and donor management (CRM), send emails and text messages—all in one place. Use of the Givebutter platform is completely free with a 100% clear tip-or-fee model.

Givebutter has been certified as a Great Place to Work in 2021, 2022, 2023, and 2024, and is the number one rated nonprofit software company on G2 across multiple categories.

Our goal is to empower the changemaker in all of us. We believe giving should be fun, so you will want to do it again, and we also believe that work should be fun, so that you will have the greatest effect. We are excited to hear from talented people who want to work with other talented people in making the world a better place—and have fun along the way.

Role Description

Givebutter is hiring a Customer Success Manager, Implementation (CSM) to guide nonprofits and important customers through their setup time and get them ready for fundraising success. In this role, you will be the trusted advisor for new customers, leading them from the Sales handoff through setup and adoption of the Givebutter platform. You will manage technical setup, give strategic fundraising advice using Givebutter features, and support customers inside the company, while helping to grow the effect of one of the fastest-growing fundraising & CRM platforms.

We want to hear from people who…

• Are natural relationship builders who can quickly earn trust with nonprofit leaders and contacts.
• Have hands-on experience in post-sales, setup, or implementation roles in tech.
• Are tech savvy and comfortable teaching others how to use software tools.
• Understand fundraising, donor engagement, or nonprofit development and can apply that knowledge to customer success.
• Do well in a collaborative, fast-paced setting and enjoy connecting customer needs with business goals.

Responsibilities

• Act as the main contact for a group of new customer accounts, guiding them through setup and early adoption.
• Lead discovery sessions to match setup needs with organizational results and find key contact responsibilities.
• Lead and support the technical setup of new customers, including project management and consulting advice on setting up integrations, fundraising campaigns, putting in widgets, and bringing in/moving data.
• Give advice on how to use the product and strategy guidance to help customers make their campaigns better and reach their fundraising and donor engagement results.
• Continuously find and improve gaps in setup and customer success processes, helping to create scalable, repeatable recommended approaches.
• Bring up and look closely at customer feedback to drive product improvements and inform team strategy.
• Partner with Sales, Product, Support, and other internal teams to make sure the customer experience is smooth.

Requirements

• Two to five years of experience in post-sales, setup, or implementation roles in tech.
• Ability to manage multiple accounts on your own with a customer-first mindset and consulting approach.
• You have a strong sense of urgency in driving projects to completion while reaching the desired business results.
• A proactive way of thinking and a general curiosity to try to understand.
• Excellent communication and emotional intelligence with experience in building relationships and working across different teams.
• Experience working toward KPIs or variable pay tied to customer results.
• Skill with SaaS tools and CRMs, with HubSpot experience strongly preferred.
• Familiarity with nonprofit fundraising, donor engagement, or campaign strategy is preferred.

Benefits

• 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 Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Dependent Care Coverage: We offer coverage for dependents, with 50% of Medical, Dental, and Vision payments 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 employees.
• Vacation and Holidays: Givebutter offers a Flexible Paid Time Off (PTO) policy with uncapped vacation days and company-recognized holidays.
• Wellness Week: Givebutter closes for one week each summer to focus on rest and recharging for the whole team.
• Parental Leave: We offer 12 weeks of paid leave for all parents and full leave planning management through Aidora.
• Home Office Stipend: Upgrade your home office with company-sponsored costs, including high-quality laptops, monitors, and modern technology.
• Charitable Giving: Employees are encouraged to give up to $50 per month to any verified nonprofit they wish to support on Givebutter.
• Professional Development: We offer reimbursement chances for learning and development.
• Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you are 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 talk to learn more about your background, go over the role, and make sure we agree on expectations, values, and logistics.
• Hiring Manager Interview: A deeper look at your relevant experience, skills, and working style. This is your first chance to connect directly with the person who may be your future manager.
• Assessment (technical or non-technical): This step will change based on the role. It could involve a live coding session, a case study, or a take-home project. Some roles may have two parts to this step to check both practical skills and problem-solving ways.
• Values Interview: A talk with team members focused on how you match our main values and leadership principles.
• References: We connect with a few people you have worked closely with to get a better picture of your working style and effect.
• Offer: If all goes well, we will 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 varied and inclusive team. So to the women and nonbinary folks out there feeling unsure if you are a perfect fit, we strongly encourage you to apply!

Category

Customer Service