Senior Customer Success Manager, Enthuse
£50-55k
OTE
+ Equity
2-5 days a week in office
Donation, fundraising, and event management tools
Open for applications
Donation, fundraising, and event management tools
21-100 employees
Open for applications
£50-55k
OTE
+ Equity
2-5 days a week in office
21-100 employees
Company mission
To transform digital fundraising, support good causes and to help them grow.
Role
Who you are
- 4+ years experience in Customer Success (B2B SaaS), where you have owned a portfolio of large & enterprise customers with complex org structures and multiple stakeholders
- Customer-focused: you put the customer front and centre, and deliver value in every interaction
- Clear, confident, empathetic written and verbal communicator. You independently manage difficult stakeholder conversations, inspire action through data & peer proof points, and build credibility with senior stakeholders
- Stakeholder engagement: you have a track record of identifying & engaging new senior stakeholders, enabling you to elevate your customer relationships and have strategic discussions
- Tech-savvy: you have a keen interest in how our product works and the ability to provide technical assistance to non-technical contacts
- Solution-oriented: you have strong problem-solving skills, a strategic mindset, and the ability to think creatively about customer challenges
- Project Management: you have proven ability to manage complex projects, coordinate multiple internal and external stakeholders, and communicate proactively throughout the process
- Positive and enthusiastic team player - our team is collaborative, we’re looking for people who’ll bring new ideas & new ways of working to the Customer Success team
What the job involves
- We’re looking for a Senior Customer Success Manager to partner with some of the largest charities in the UK to maximise their online fundraising. This is an exciting opportunity to join a fast-scaling, socially-driven organisation, where you’ll own and build relationships with a portfolio of impressive charities, helping them raise more
- Reporting to the VP of Customer Success, you’ll be critical in transforming digital fundraising in the UK charity sector — and also help build and grow a company of smart and passionate people. And create a real impact
- Value delivery: Provide sector-leading guidance to your portfolio of large & enterprise charities. Deliver value in every interaction by sharing recommendations, benchmarks, & industry best practices to ensure your charities are maximising their fundraising. Conduct regular Business Reviews to ensure they’re achieving their desired outcomes with Enthuse (and that they know it!)
- Relationship management: Build & maintain strong, long-lasting relationships with day to day & senior stakeholders, ensuring that they enjoy working with Enthuse. Challenge and inspire charities to elevate their fundraising by sharing recommendations, backed up by data and peer proof points
- Strategic planning: Gain an understanding of each charity’s fundraising strategy, objectives & current challenges. Create success plans that outline a clear, measurable path to achieving each charity’s desired results
- Onboarding: Onboard new charities within your portfolio, ensuring they achieve value within the first 90 days of their subscription
- Drive product adoption & stickiness through your understanding of each charity’s objectives & your knowledge of how the Enthuse platform contributes towards them
- Stakeholder engagement: Find & engage new stakeholders at your charities, ensuring we’re collaborating with the right people across multiple teams, and that we have regular engagement with senior stakeholders
- Internal voice of the customer: collect & channel feedback to our Product team to ensure customer needs are met
- Deliver customer advocacy in the form of case studies, webinars and references
- Proactively identify & manage churn risk, as well as upsell & cross-sell opportunities, collaborating closely with our Account Management team
Salary benchmarks
Our take
Enthuse offers white-label donation, fundraising, and event management tools for charitable organizations looking to streamline operations under their own brand. The company is performing strong, too: over the past decade it has helped facilitate over £100 million in donations, and recently replaced Virgin Money Giving as the London Marathon’s fundraising partner.
The company adeptly expanded to cover virtual offerings, following the digital transformation of the events and fundraising industry over recent years. This sees no sign of receding, and Enthuse's clients include Macmillan Cancer Support, NSPCC, WWF, and Save the Children.
With Gen-Z now almost 50% more likely to give to charitable causes, and this generation more tech-savvy and online than their predecessors, charities will do well to double down on digital avenues. This is true of charities across the globe, and with Enthuse going through a period of international expansion following a funding injection, the company will be there to help them do so.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-17% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2021
$4.5m
SERIES A
Apr 2019
$3.5m
SEED
Total funding: $11.9m
Company benefits
- We celebrate together with an early Friday finish with optional team drinks, team incentives, and a variety of company socials
- We believe in giving back and give you one paid day to fundraise for a charity of your choice
- We want you to travel well with the Cycle to Work scheme, season ticket loan, and a London-based office
- We will support your journey through our learning and development program with an allowance for training each year and Personal Development Plans, as well as a mentor program that offers structured support from senior team members
- Holiday allowance: 25 days holiday and bank holidays (33 in total). We increase holidays based on length of service, so for every year you’re with us, you’ll get an additional day’s holiday up to 28 days. We also offer an additional 5 days of unpaid holiday
- We offer a generous equity options scheme at a fast-growing, stable company backed by socially responsible investors. We give back to all our employees who get us closer to achieving our mission
Company HQ
Finsbury, London, UK
Articles
Leadership
Previously CEO of Primo Events, was named in the 2018 Forbes 30 Under 30.
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