Senior Enterprise Customer Success Manager

Summary

Join Classy, a GoFundMe affiliate, as a Senior Enterprise Customer Success Manager and become a strategic partner to our largest nonprofit clients. This role centers on account, relationship, and project management to ensure client success and maximize their fundraising impact using Classy and GoFundMe platforms. Key metrics include GDVR, year-over-year growth, and retention. You will manage high-value accounts, build strong client relationships, and lead clients through onboarding and platform optimization. The position requires expertise in strategic fundraising and multi-threaded account engagement. This is a remote position with a competitive salary and comprehensive benefits.

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

• Manage high-value accounts and be the primary point of contact, ensuring their long-term success and satisfaction
• Drive logo retention within your book of business
• Ensure customer value realization milestones are met throughout the customer journey
• Drive adoption of Classy and GoFundMe 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 GDV 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
• Be 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 to retain GDV
• 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
• Ability to engage top-level leadership to help drive sentiment, adoption, growth and in rare cases escalation
• 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 the 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 about the product, digital fundraising, or risks

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 to support your overall well-being
• Learning, development, and recognition programs