Note: The job is a remote job and is open to candidates in USA. iDonate is an intelligent online giving platform built for modern nonprofits and mission-driven organizations. The Customer Success Manager will drive customer adoption, retention, and expansion through consultative relationship management, owning the customer lifecycle from onboarding through renewal and growth while collaborating with cross-functional teams.
Responsibilities
- Lead customers through onboarding and drive full product adoption aligned to their fundraising goals
- Develop tailored enablement and success plans based on each customer’s fundraising strategy, milestones (e.g., Giving Days), and technical ecosystem
- Proactively identify and remove barriers to adoption, coordinating with internal teams as needed
- Conduct regular client business reviews and roadmap discussions, ensuring customers understand product value and future opportunities
- Maintain a strong understanding of nonprofit fundraising strategies, CRMs, and complementary tools to provide informed, proactive recommendations
- Own renewal outcomes for assigned accounts, maintaining strong retention performance through consistent follow-through and transparent communication
- Identify churn risks early using customer insights, engagement data, and direct feedback; take action to mitigate risk
- Build and maintain multi-threaded relationships across customer organizations, including executive sponsors, day-to-day contacts, marketing teams, and technical stakeholders
- Establish trusted, value-driven relationships with executive-level decision-makers
- Follow all established renewal processes, including contract documentation and internal handoffs
- Maintain a consistent communication cadence and respond promptly to all customer inquiries
- Act as the accountable owner of customer outcomes, coordinating closely with Support, Product, Sales, and other internal teams
- Proactively engage to resolve issues, including deep involvement when necessary to ensure timely resolution
- Provide clear, actionable customer feedback that contributes to product and process improvements
- Participate consistently in customer handoffs and internal workflows
- Contribute to the evolution of team processes, playbooks, and best practices
- Share insights, learnings, and customer trends with peers to elevate overall team performance
- Proactively suggest and test new ideas to improve the Customer Success function and customer experience
- Approach customers and colleagues with authenticity, transparency, and a genuine desire to add value
- Take initiative, propose new ideas, and act decisively to solve customer challenges
- Demonstrate ownership, accountability, and follow-through in all commitments
- Ask thoughtful questions, seek deep understanding of customer needs, and embrace continuous learning
Skills
- 3-5 years of experience in Customer Success, Account Management, or a related client-facing role, preferably in SaaS or nonprofit technology
- Strong understanding of customer lifecycle management, including onboarding, adoption, renewal, and expansion
- Ability to build relationships across multiple stakeholder levels, including executive leadership
- Excellent communication, organization, and problem-solving skills
- Comfort navigating technical concepts, integrations, and data-driven conversations
- Proven ability to manage multiple accounts and priorities with a high degree of ownership and accountability
Benefits
- Remote work position
- Medical, dental, and vision insurance with 65% of the premium employer-paid for both employees and dependents
- Health savings account with employer contributions or access to a flexible spending account, depending on the medical plan
- 401(k) enrollment
- Basic life insurance
- Short-term disability insurance
- Long-term disability insurance
- Access to an Employee Assistance Program
- Unlimited PTO for all full-time staff
- 10 company holidays
- Work directly supporting nonprofits and mission-driven organizations
- A visible, cross-functional role with real influence across Support, Engineering, and Product
- Collaborative, mission-aligned culture valuing partnership, learning, and continuous improvement
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