Senior Project Manager, GoFundMe
Customer Experience
$81.5-122.5k
+ Equity
Social fundraising platform
Be an early applicant
Social fundraising platform
501-1000 employees
Be an early applicant
$81.5-122.5k
+ Equity
501-1000 employees
Company mission
To help people fundraise for the personal, business, and charitable causes that matter most to them.
Role
Who you are
- 5-7 years of experience in digital customer success, enablement, or learning and development
- Experience with ClickUp, Salesforce, Skilljar, and designing presentation decks
- Bachelor’s degree preferred
- 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
What the job involves
- The GoFundMe Pro team is searching for our next Senior Project Manager, Customer Experience. You will play a key role in strategizing digital customer success initiatives in the GoFundMe Pro nonprofit customer book.
- This role bridges scalable solutions with high-touch customer engagement, while aligning cross-functional teams. You will engage with Emerging customers through hosting group presentations and 1:1 calls to accelerate nonprofit customers’ donation volume.
- You will also oversee and drive the execution of the team’s product adoption initiatives, ensuring alignment, efficiency, and impact across multiple products while keeping the customer experience at the forefront. You will strategize and craft new strategic content that fuels product adoption, directly impacting donation volume realization, growth, and retention across the customer lifecycle
- 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
Our take
One of the most well-known fundraising platforms in the world, GoFundMe makes raising money online exceptionally easy. The platform started initially with a focus on charity and good causes, but its scope has now expanded to include start-up business funding. What makes the platform attractive is its ability to democratize fundraising through the medium of online.
GoFundMe's rapid rise in popularity has been helped by its social media integrations and the speed at which individuals can start funds. With strategic foresight, the company launched its GoFundMe Guarantee in 2016, a pledge to protect donors from fraud or platform misuse - knowing that its continued growth could only be hampered by security issues or donor deception.
This guarantee is what has enabled the company to remain the largest crowdfunding platform in the world. Notably, it stands amongst the likes of Airbnb, Facebook, and Netflix in being backed by tech investors TCV.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Company benefits
- Wide range of health insurance options, including medical, dental, and vision (GoFundMe covers 100% of employee premiums, and 80% of spouse and dependents)
- $600 annual fitness and wellness reimbursement
- Weekly massages
- Standing desks
- Fully-stocked kitchens & daily lunches
- Team off-sites & monthly social events
- Many of our offices are dog friendly
- 10 paid holidays, 17 days of accrued vacation per year, unlimited sick time & three volunteer days
- Enhanced parental leaves
- $50/month for employees commuting to and from work (public transit and/or parking)
- Caltrain GoPasses for our Bay Area commuters
- "Gives Back" program, where employees nominate fundraisers weekly for donations from GoFundMe
- Quarterly volunteer events in each office to give back to our local communities
- 401(k) retirement plan with company matching
- Access to learning tools and resources, including a subscription to Udemy, guest speakers, and internal brown bag sessions
Company HQ
Centennial, Redwood City, CA
Leadership
Margaret Richardson
(Chief Corporate Affairs Officer, not founder)Formerly worked at Airbnb as Vice President of Trust and Director of Global Policy. They worked in Trust & Safety at Apple prior to becoming a Member of Pipeline Angels.
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