Senior Customer Success Manager

Summary

Join GoFundMe's Pro team as an Enterprise Customer Success Manager (CSM)! As a strategic partner to our largest nonprofit clients, you will focus on B2B account management, relationship management, and project management to drive client success and maximize their impact. You will ensure nonprofit clients achieve their fundraising goals by effectively leveraging GoFundMePro platforms. This role requires expertise in strategic fundraising, multi-threaded account engagement, and ensuring organizations achieve key lifecycle milestones. Key success metrics include year-over-year growth and retention. The position offers competitive pay and comprehensive benefits, including healthcare, parental leave, flexible time-off, and wellness resources. You will be part of a mission-driven organization making a positive difference in millions of lives.

Requirements

• 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

Responsibilities

• 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
• 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
• 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
• 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

Benefits

• 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