Senior Customer Success Manager, GoFundMe
$86.5-129.5k
Social fundraising platform
Be an early applicant
Social fundraising platform
501-1000 employees
Be an early applicant
$86.5-129.5k
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
- This role requires expertise in strategic fundraising, multi-threaded account engagement, and ensuring organizations achieve key lifecycle milestones on the Classy and GoFundMe platforms
- 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
- Join us! The GoFundMe Pro team is looking for our next Enterprise Customer Success Manager (CSM)! This role acts as a strategic partner to our largest and most impactful nonprofit clients
- This role focuses on b2b account management, relationship management, and project management to drive client success and maximize their impact
- The Enterprise CSM will play a critical role in ensuring nonprofit clients achieve their fundraising goals by leveraging GoFundMePro platforms effectively
- Key success metrics include year-over-year growth, and retention
- Act as the primary point of contact for a portfolio of enterprise nonprofit clients, ensuring their long-term success and satisfaction
- Drive adoption of the GoFundMe Pro platform features, maximizing donation realization and year-over-year revenue growth
- Own discovery & strategic discussions to identify opportunities to expand usage of the platform, minimize risk and proactively retain donation volume 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
- 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
- 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 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 in relation to product, digital fundraising or risk
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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