Senior Project Manager, Customer Experience

Summary

Join GoFundMe's Pro team as a Senior Project Manager, Customer Experience and play a key role in strategizing digital customer success initiatives for nonprofit customers. You will bridge scalable solutions with high-touch customer engagement, working with Emerging customers through presentations and calls to boost donation volume. Oversee and drive execution of product adoption initiatives, ensuring alignment and impact across multiple products. Strategize and create content to fuel product adoption, impacting donation volume, growth, and retention. Lead project management of scaled CX product adoption initiatives and collaborate with cross-functional teams to develop and implement a comprehensive adoption strategy. You will also analyze learning behavior trends to optimize the customer education experience and deliver compelling live training experiences.

Requirements

• 5-7 years of experience in digital customer success, enablement, or learning and development
• Experience with ClickUp, Salesforce, Skilljar, and designing presentation decks
• Proactively identifies opportunities and challenges
• Strong collaborator with influence and alignment skills
• Organized and efficient in managing multiple projects
• Strategic thinker who balances vision and execution
• Adaptable, open-minded, and eager to test new ideas
• Self-motivated and resourceful in independent work

Responsibilities

• Drive the evolution of the high-touch Gross Donation Volume Realization (GDVR) strategy for Emerging customers
• Define and implement innovative high-touch engagement strategies that increase campaign launches and maximize donation impact
• Connect 1:1 with high-touch customers to accelerate campaign launches
• Use data and informed judgment to tailor strategies in ambiguous or evolving customer scenarios, often requiring creative problem-solving where minimal precedent exists
• Analyze and synthesize insights from high-touch initiatives to establish best practices and inform decision-making
• Lead and facilitate cross-functional workshops to influence strategy, surface opportunities, and drive alignment across teams
• Innovate and scale live training solutions that enhance customer activation and contribute to a more efficient, scalable engagement model
• Influence Content Design and Lifecycle Marketing’s scaled strategy based on high-touch insights
• Partner with the Operations team to develop scalable solutions for tracking and managing GDVR
• Lead the end-to-end project management of Scaled CX product adoption initiatives, ensuring a cohesive, strategic approach across multiple products and teams
• Develop and implement team processes that optimize workflows, establish clear accountability, and ensure the timely delivery of high-impact adoption content
• Lead cross-functional collaboration with Scaled Project Management, Content Design, and Lifecycle Marketing to create and execute a comprehensive, scalable adoption strategy
• Solution creative approaches as the subject matter expert to increase the adoption of core features
• Influence product strategy by partnering with Product Marketing early in the product lifecycle to shape messaging, optimize launch strategies, and set adoption goals
• Identify and address common adoption blockers and foster alignment across the CX, Product Marketing, and Product Management organizations
• Continuously assess and refine Scaled CX adoption strategies, leveraging data-driven insights to optimize engagement and maximize impact
• Drive product adoption and customer growth by developing strategic content aligned with customer lifecycle stages for Emerging and Commercial segments, with an emphasis on scalable, self-serve formats and automated delivery strategies
• Analyze learning behavior trends to identify the most effective content formats and delivery methods, continuously optimizing the customer education experience
• Deliver compelling live training experiences, leveraging expert public speaking and facilitation skills
• Quickly generate high-impact content that simplifies complex product features
• Strategize content needed for new Academy hubs to build customer trust and create habit loops
• Monitor content performance to ensure resources have high engagement and impact; identify solutions to increase engagement
• Expand expertise in customer education, leveraging insights from adult learning theory and instructional design to create scalable, high-impact training experiences
• Reduce content gaps to promote a seamless customer experience

Preferred Qualifications

Bachelor’s degree preferred

Benefits

• Make an Impact : Be part of a mission-driven organization making a positive difference in millions of lives every year
• Innovative Environment : Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere
• Collaborative Team : Join a fun and collaborative team that works hard and celebrates success together
• 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
• Commitment to DEI : Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups
• Community Engagement : Make a difference through our volunteering and Gives Back programs