Position Overview:

The Customer Success Manager owns the post-sale relationship for a portfolio of customers, driving product adoption, satisfaction, and retention across the full customer lifecycle. You'll guide customers from onboarding through renewal, helping them understand and experience the full value of the platform, expanding their usage of features, and identifying opportunities to grow the account. You'll serve as the primary point of contact for your accounts and act as the voice of the customer inside the business.

This is a relationship-driven, hands-on role. You'll manage your own book of customers directly, partnering closely with sales, support, and product to deliver an exceptional customer experience from go-live through every renewal.

Why this role exists now:

Customers succeed when someone owns their outcomes. As our customer base grows across nonprofits, corporations, and other mission-driven organizations, our customers need an internal advocate focused on adoption, satisfaction, and retention. This role exists to make sure customers get lasting value from the platform - turning a successful onboarding into a long-term, growing relationship rather than a one-time win and keeping retention strong as the business scales.

What You'll Do:
Onboarding & Adoption

• Continue customer onboarding after go-live, giving customers a comprehensive introduction to the platform, its core features, and the support resources available to them.
• Drive product adoption by helping customers expand their usage of features and get the most out of the platform.
• Deliver structured check-ins across the customer lifecycle including onboarding, mid-cycle reviews, and renewal conversations.
• Continuously educate customers on new features and product releases so they continue value realization value over the long term.

Retention & Growth

• Own retention for your portfolio of accounts, ensuring customers are satisfied and renew into new terms.
• Identify opportunities to grow accounts by promoting relevant additional products, services and upgrades.
• Build and maintain strong, trusted relationships with customers to increase loyalty and long-term retention.
• Meet or exceed targets for renewals, feature adoption, and account growth.

Customer Experience & Support

• Serve as the primary point of contact for your accounts, addressing issues and questions in a timely, effective manner.
• Provide practical problem-solving across phone, email, and other channels.
• Advocate for customers by gathering their feedback and sharing it with Product and other teams to improve the platform and processes.
• Work collaboratively across sales, support, and product to deliver an exceptional, consistent customer experience.

Systems & Process

• Use the CRM and internal tools to manage renewals, process upgrades, and track customer touchpoints accurately.
• Maintain accurate account records and documentation to support smooth handovers and reliable reporting.

What You'll Bring:

• 4+ years of experience in a customer success, account management, customer service, or sales support role.
• A customer-focused, entrepreneurial mindset with a proven ability to improve customer outcomes and build lasting relationships.
• Outstanding written and verbal communication skills, with the ability to resolve customer issues by phone and email.
• Strong troubleshooting and problem-solving skills, with the ability to research and resolve practical issues.
• Detail-oriented and highly organized, able to manage high-volume activity across multiple accounts and priorities.
• Self-directed and proactive, comfortable working independently in a fully remote environment.
• Well-developed customer service soft skills, including empathy, active listening, and relationship building.
• Comfort with CRM and web-based tools, and a working knowledge of modern software platforms.
• Bachelor's degree or equivalent experience.

How this work keeps Giving moving:

Every customer who adopts the platform, renews, and grows is an organization doing more good in the world. By helping customers succeed, you keep the mission-driven organizations we serve - and the impact they create - moving forward.
The team you'd join:

You'd join a collaborative, fast-moving Customer Success team, working day to day with sales, support, and product. It's a close-knit group where your relationships with customers are visible and your impact on retention and growth is real.
Success in This Role Looks Like:

You may thrive here if...

• You love building relationships and owning customer outcomes end-to-end.
• You're proactive and self-directed, and you thrive in a remote, fast-moving environment.
• You get energy from helping customers succeed and turning that into retention and growth.
• You're genuinely comfortable with ambiguity and change - not just willing to tolerate it.

This may not be a fit if...

• You prefer transactional, ticket-by-ticket work over owning long-term customer relationships.
• You prefer processes to stay fixed rather than adapting and improving them as the company scales.

We're ready when you are - Apply!:

Tell us a little about you and attach your resume. We read every application, and we'll get back to you either way.

Because this role has payment authority and access to banking and vendor systems, employment is contingent on a background check.
Disclaimer:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice as business needs evolve.