Senior Enterprise Customer Success Manager, Classy
$86.5-129.5k
OTE
+ Equity
Online fundraising tools for nonprofits
Posted today
Online fundraising tools for nonprofits
201-500 employees
Posted today
$86.5-129.5k
OTE
+ Equity
201-500 employees
Company mission
To empower nonprofits to unlock the generosity of their supporters and help them advance their missions.
Role
Who you are
- 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
What the job involves
- The Senior Enterprise Customer Success Manager (CSM) is a strategic partner to Classy’s largest and most impactful nonprofit clients
- This role focuses on account management, relationship management, and project management to drive client success and maximize their impact
- The Senior Enterprise CSM will play a critical role in ensuring clients achieve their fundraising goals by leveraging Classy and GoFundMe platforms effectively
- Key success metrics include GDVR, year-over-year growth, and retention
- This role requires expertise in strategic fundraising, multi-threaded account engagement, and ensuring organizations achieve key lifecycle milestones on the Classy and GoFundMe platforms
- Manages high-value accounts and is 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
- Drives adoption of Classy and GoFundMe platform features, maximizing donation realization and year-over-year revenue growth
- Owns 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
- 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
Our take
Classy provides a way for nonprofits to connect with the people who support their causes, amplifying their fundraising efforts. Its robust platform boasts event-planning tools, customizable donation forms, and branded peer-to-peer fundraising campaigns, among other features.
The idea behind Classy is to blend high-performance, user-friendly tools with personalized experiences, fostering a deeper connection between donors and the causes they champion. This approach, according to the company, "unleashes generosity", enabling nonprofits to allocate more resources to their missions.
With a vast network of nonprofit partners and over $30B raised through its platform, Classy has emerged as a formidable player in the field. Its acquisition by GoFundMe in 2022 signifies a strategic move towards creating a unified "giving platform", poised to advance the collective mission of both entities in driving social good.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Apr 2021
$118m
SERIES D
Jun 2019
$17.5m
GROWTH EQUITY VC
Total funding: $183.5m
Company benefits
- Rich healthcare benefits including employer paid premiums for medical/dental/vision (100% for employee only plans and 85% for employee + dependent plans) and employer HSA contributions
- Hybrid workplace with fully remote flexibility for many roles
- Monetary support for new hire setup, hybrid work & wellbeing, family planning, and commuting expenses
- A variety of mental and wellness programs to support employees along with Employee Resource Groups
- Supportive time off policies including vacation, sick/mental health days, volunteer days, company holidays, and a floating holiday
- Generous paid parental leave and family planning stipend
- Classy Gives, a customer connection program that enables our team to find nonprofits they’re passionate about and add meaningful value through volunteering, innovation workshops, fundraising and more
- 401(k) retirement plan with company matching along with learning & development and recognition programs
- Grow your career and feed your curiosity with access to learning tools and resources, including a subscription to Udemy, guest speakers, hackathons, and internal brown bag sessions
Company HQ
Core-Columbia, San Diego, CA
Articles
Leadership
Soraya Alexander
(President, not founder)COO of GoFundMe, the parent company of Classy. Prior to this acquisition, they held a number of different roles at Classy (ultimately COO). They have also worked as a Director and Senior Manager at DICK's Sporting Goods.
Diversity, Equity & Inclusion at Classy
- Classy Communities - A Classy Community is an official employee led and Classy-sponsored group that provides a space to engage in culture on a more personal scale. Examples include Project Green, Pride, Black Employees Together, and Parents.
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