Enterprise Customer Success Manager

Summary

Join Donorbox as an Enterprise Customer Success Manager and play a pivotal role in managing and nurturing relationships with our top 100 clients. Collaborate with Sales, Marketing, and Customer Support teams to ensure client success, identify expansion opportunities, and drive renewals. This impactful role focuses on customer retention, satisfaction, and platform success. You will manage strategic accounts, build long-term relationships, and advocate for product optimization to increase client revenue and utilization. Proactive account management, data analysis for revenue optimization, and providing support are key responsibilities. You will also collaborate cross-functionally and maintain detailed records of customer interactions.

Requirements

• Non-profit Experience: 5+ years of experience serving a nonprofit as a volunteer, board member, or employee. You need to understand how nonprofits function and the critical role they play in society
• B2B SaaS Experience: 5+ years of experience in B2B SaaS business model. Capable of making expert recommendations of our product to support the technical aspects of fundraising
• Customer-Facing Experience: Proven experience in account management, sales, customer success, or support roles
• System Proficiency: Comfortable with data analysis, spreadsheets, and CRMs (HubSpot, Salesforce, etc.). Ability to learn and use various systems to understand client needs before engagement
• Communication Skills: Excellent written and verbal communication skills. Comfortable with initiating conversations, accepting rejection, and continuous follow-up
• Organizational Skills: Ability to work independently with strong organizational skills and attention to detail
• Compassion: Must be compassionate towards nonprofits, understanding their challenges, and showing empathy in interactions

Responsibilities

• Client Relationship Management: Manage and retain our strategic accounts and build long-term relationships to ensure client satisfaction. Develop strong relationships with top clients, understanding their mission, market position, and fundraising goals
• Product Evangelism and Optimization: Advocate for and optimize our product to increase client revenue and utilization. Provide insights and best practices on implementation, UX, and marketing to clients
• Proactive Account Management: Develop systems to manage a large number of accounts proactively and efficiently. Use sound business judgment to prioritize accounts and efficiently allocate resources
• Revenue Optimization: Use data analysis to develop and implement strategies to optimize revenue. Make educated recommendations to help clients fundraise more effectively
• Support and Issue Resolution: Provide support via email, phone, and Zoom to resolve client issues and answer questions
• Cross-Functional Collaboration: Work closely with team members to resolve issues and ensure the highest quality of service. Communicate effectively with Managers/Executives to build processes and workflows for efficiency
• Record Keeping: Record and track all customer interactions in HubSpot

Benefits

• Fully remote work from the comfort of your home
• Generous time off policy of 21 days (birthday included :tada:), 2 paid volunteer days, 8+ designated/floating holidays (dependent on province/country), and additional sick days (dependent on state/country)
• Employer-sponsored health insurance plan through TriNet, including medical, dental, vision, and life
• 401(k) retirement plan via TriNet's partner, Empower, with an employer match of up to 4% (for US employees) and Registered Retirement Savings Plans (RRSP) (for Canadian employees)
• 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