Customer Success Manager

Company Description

Givebutter is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. Nonprofits use Givebutter to replace multiple tools so they can launch fundraisers and events, use donation forms and donor management (CRM), send emails and text blasts—all in one place. Use of the Givebutter platform is completely free with a 100% transparent tip-or-fee model.

Givebutter has been certified as a Great Place to Work® in 2021, 2022, 2023, and 2024, and is the #1 rated nonprofit software company on G2 across multiple categories. Our mission is to empower the change maker in all of us. We believe giving should be fun, so you’ll want to do it again, and we also believe that work should be fun, so that you’ll have the greatest impact.

We are excited to hear from talented people who want to work with other talented people in making the world a butter place—and have fun along the way.

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. As a member of our growing team, you will 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.

• 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.

• 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…