Project Manager, Customer Experience

Summary

Join Classy, a GoFundMe affiliate, as a Customer Experience Project Manager and accelerate product adoption for Emerging and Commercial nonprofit customers. You will drive campaign activation, craft strategic content impacting donation volume, and develop training sessions. This role requires collaboration with various teams to optimize customer journeys and create scalable training resources. You will leverage data analysis to inform strategies and ensure frictionless access to resources. The position demands strong communication, presentation, and analytical skills. Classy offers competitive benefits, including comprehensive healthcare, generous parental leave, flexible time-off, and growth opportunities.

Requirements

• 2+ years of experience in enablement, learning & development, instructional design, or teaching roles
• Proven experience in developing scaled learning resources for customers (e.g., online courses, training decks, interactive workshops)
• Strong facilitation and presentation skills; confident public speaker with the ability to engage diverse audiences
• Ability to quickly create new content and adapt existing materials to meet customer needs
• Strong writing skills to create clear, concise, and impactful customer-facing resources
• Experience working cross-functionally to align content strategies with business goals
• Comfortable with analyzing data to inform training strategies and improve customer adoption
• Strong analytical and strategic skills to drive customer success and business growth
• Confident public speaker and engaging storyteller
• Exceptional communicator with the ability to simplify complex concepts
• A relationship builder who can influence customers and internal teams cross-functionally
• Proactive and adaptable, continuously improving programs
• Highly organized with excellent attention to detail
• Skilled in designing presentation decks
• Effective at managing time and juggling multiple projects
• Seeks feedback for ongoing professional growth
• Passionate about teaching and enabling customer success at scale
• Problem-solver who thrives on challenges and takes initiative

Responsibilities

• Drive CVR for Emerging customers utilizing high-touch and intervention tactics
• Intervene with top-priority campaigns by hosting calls with customers and driving campaign activation
• Strategize high-touch intervention tactics to better support CVR for first-year customers
• Partner with Lifecycle and Content Design to influence scaled strategies needed for CVR success
• Audit future campaigns and recommend new strategies based on learnings to scale CVR tactics
• Develop strategic content aligned with customer lifecycle stages to maximize CVR and product adoption
• Drive customer growth and revenue from product adoption by owning responsibility for Emerging and Commercial customer adoption goals
• Prioritize content for Classy’s most impactful, product features proven to accelerate growth
• Reduce content gaps in marketing material that will promote CVR beyond campaign launch
• Deliver dynamic training sessions with compelling public speaking skills that clearly communicate product value and feature benefits
• Partner with internal stakeholders to boost customer engagement with resources, building confidence both internally and externally in the success of scaled strategies
• Evolve the scaled customer journey to determine when customers should engage with specific Coaching resources
• Collaborate with the CX Project Coordinator to transform specialized training sessions into evergreen sessions as needed
• Operate as a critical link between Product Marketing and customer activations via the cross-functional Adoption Center of Excellence
• Collaborate on establishing customer goals to drive a unified product adoption strategy
• Collaborate with Product Marketing early in the product lifecycle to shape messaging and influence launch strategies and adoption goals
• Craft strategic project plans that implement scalable tactics, identify and address common blockers, and ensure alignment across the CX organization
• Influence Academy strategy within product hubs and support in creating scaled content
• Convert complex live training tutorials into digestible, scaled training packages in Academy to simplify the customers’ campaign launch process
• Ensure frictionless access to resources to promote scalable customer behaviors
• Partner with Content Design to reduce gaps in Academy’s resource library
• Design simplified training materials that address nonprofit customer needs
• Leverage various methods for content delivery, including Academy courses, live workshops, one-pagers, and interactive worksheets
• Lead ownership of the giving season Academy hub to ensure customers have access to the most impactful resources

Benefits

• Competitive pay and comprehensive healthcare benefits
• Financial assistance for things like hybrid work, family planning, and commuting
• Generous parental leave
• Flexible time-off policies
• Mental health and wellness resources
• Learning, development, and recognition programs