Customer Success Manager, Givebutter
$97-120k
OTE
$96k
BASE
Bonus paid quarterly (variable compensation)
Non-profit fundraising platform
Open for applications
Non-profit fundraising platform
101-200 employees
Open for applications
$97-120k
OTE
$96k
BASE
Bonus paid quarterly (variable compensation)
101-200 employees
Company mission
To power the next billion changemakers.
Role
Who you are
- Givebutter is hiring an outstanding Customer Success Manager with a combination of post-sales and fundraising expertise who can leverage every resource available to our customers to steward them to fundraising success
- Understand fundraising, donor engagement, or nonprofit development and can apply that knowledge to customer success
- Have hands-on experience in post-sales customer success or account management roles in tech, including supporting customers in using software, troubleshooting issues, and identifying upsell opportunities
- Are always making connections. Whether it’s with a major donor, a new volunteer, or a board member, you naturally find common ground
- Are confident! Much of your work is prescriptively guiding and helping users to execute the customer-focused solutions you propose to reach their fundraising goals. You’ll also be their internal advocate, surfacing and championing user requests
- Are natural relationship builders who can quickly earn trust with nonprofit leaders and stakeholders in order to drive value realization through product adoption strategies
- Are tech savvy and comfortable teaching others how to use software tools
- Thrive in a collaborative, fast paced environment and enjoy connecting the dots between customer needs and business goals
- Preferred: 1-3 years of experience working for a nonprofit organization in fundraising or donor development; this is essential for understanding our customers. Experience in marketing fundraising campaigns is a plus
- 2-5 years of experience in a sales or post-sales role as a Customer Success Manager, Account Manager, Account Executive, or similar
- Ability to manage multiple accounts independently with a customer-first mindset and consultative approach
- Experience working toward KPIs or variable compensation tied to customer outcomes
- Experience working with nonprofit CRMs and online fundraising tools
- Excellent written and verbal communication skills. You’ll need to be able to communicate clearly to customers, and as a remote team, most of our communication is written
- Excellent communication and emotional intelligence with experience in building relationships and collaborating cross-functionally
What the job involves
- As a member of our growing team, you will have the opportunity to support the fundraising efforts of our highest-raising nonprofit and enterprise customers
- The CSM’s role is to drive adoption, value realization, growth, and renewals across a scaled portfolio while maintaining a high level of value to our customers
- You’ll be focused on helping organizations optimize their fundraising, leveraging Givebutter’s many products and features, starting post onboarding and continuing through ongoing account retention
- CSMs work regularly with cross-functional internal teams (including Sales, Onboarding, Marketing, Support, and Product, Design, & Engineering) to surface customer feedback and improve the entire customer experience
- Serve as a lead point of contact for high value customer accounts, developing trust and building relationships with key stakeholders, while guiding them through adoption and best practices to accelerate their fundraising goals on Givebutter
- Become a subject expert in the Givebutter platform and leverage fundraising expertise to assist with fundraising strategy via email, Zoom, and phone calls
- Assist with the creation and maintenance of educational materials, including best practice and workflow guides, for all of Givebutter’s customers
- Lead discovery sessions to align engagement requirements with organizational outcomes and identify key stakeholder responsibilities within an actionable plan
- Lead and develop Customer Impact sessions to support scaled, 1:Many community based learning for high impact use cases and workflows
- Provide use-case and product-based training and strategy guidance to help customers optimize campaigns and reach their fundraising and donor engagement outcomes
- Continuously identify and improve gaps in implementation and customer success processes, contributing to the development of scalable, repeatable best practices
- Surface and analyze customer feedback to drive product improvements and inform team strategy
- Partner with Sales, Product, Support, and other internal teams to ensure a seamless customer experience
Application process
- Recruiter Screen: A 30-minute conversation to learn more about your background, walk through the role, and ensure mutual alignment on expectations, values, and logistics
- Hiring Manager Interview: A deeper dive into your relevant experience, skillset, and working style. This is your first opportunity to connect directly with the person who may be your future manager
- Assessment (technical or non-technical): This stage will vary based on the role. It could involve a live coding session, case study, or take-home project. Some roles may include two parts to this stage to evaluate both practical skills and problem-solving approaches
- Values Interview: A conversation with team members focused on how you align with our core values and leadership principles
- References: We connect with a few folks you’ve worked closely with to get a better picture of your working style and impact
- Offer: If all goes well, we’ll move to the offer stage!
Our take
The rise of crowdfunding has helped democratize fundraising for for-profit companies, but the infrastructure for non-profits has lagged behind. Givebutter has set out to change this, supplying a feature-rich, easy to use fundraising platform for the "changemakers of today", which has been used to raise billions of dollars for good causes.
Crucially, unlike other crowdfunding platforms, 100% of the donation typically goes to the campaign, with Givebutter making its money entirely through tips and occasional but transparent transaction fees. In 2022, the company raised capital that has been put to work developing the product to be fit for all types of fundraising.
Having already seen impressive success in certain segments, these new development efforts will help expand Givebutter's reach. For example, it launched a CRM to help it reach more small, local nonprofits, and has released the industry's first donor-advised fund (DAF) donate button, through which donors can recommend a nonprofit for a donation in just three clicks.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (1 round)
Jun 2022
$7m
SEED
Total funding: $7m
Company benefits
- Health Insurance: Enroll in Medical, Dental, and Vision insurance covered 100% for employees
- 401(k): We offer access to a retirement planning account for all employees, with a 3% company match
- Parental Leave: Receive 12 weeks paid parental leave for both primary and secondary caregivers
- Vacation and Holiday: Givebutter offers a Flexible PTO policy with uncapped Vacation days. Givebutter is closed for a whole week in the summer for an employee Wellness Week
- Mental Health Support: Access a free membership to Talkspace, which includes unlimited messaging and one free video per month
- Charitable giving - employees are encouraged to donate up to $50/month to any verified nonprofit they wish to support on Givebutter
- Home Office Stipend: Upgrade your home office with company-sponsored expenses including high-quality laptops, monitors, and modern technology
- Charitable Giving: Donate up to $50/month to any verified nonprofit you wish to support on Givebutter
- Professional Development: Grow through learning and development reimbursement opportunities
Leadership
Max Friedman
(Co-Founder & CEO)Co-founded Givebutter on graduating from George Washington University in Computer Science and Finance.
Liran Cohen
(Co-Founder & CTO)Co-founded Givebutter on graduating from George Washington University with an MS in Computer Science.
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