Senior Enterprise Customer Success Manager, Classy

• 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

• 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

• 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

Total funding: $183.5m

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.