Enterprise Customer Success Manager

Customer Success - London, Greater London (Hybrid)

An exciting opportunity to join an industry-leading company in the nonprofit software market.

At Enthuse, we’re on a mission to transform digital fundraising by building the technology that empowers great causes. Our donations, event registration, and fundraising platform helps thousands of charities raise millions.

Launched in 2012, we’ve come a long way — we’ve grown the team to over 70 people and now serve thousands of charities. Enthuse is headquartered in London, with operations in Scotland, Northern Ireland and the Republic of Ireland. What’s more, Enthuse is the official online fundraising partner for London Marathon Events and Great Run.

Reporting to the Head of Customer Success , you’ll partner with some of the UK’s largest charities to help them maximise their online fundraising. You’ll own and develop relationships with leading organisations including Macmillan, Mencap, Diabetes UK and Young Lives vs Cancer, helping them get the most from Enthuse and deliver greater impact for the causes they support.

• Provide sector-leading guidance to your portfolio of enterprise charities, enabling them to raise more for their causes and reach their full fundraising potential.
• Gain an understanding of each charity’s fundraising strategy and objectives, create success plans, and conduct regular business reviews to ensure they’re achieving results with Enthuse.
• Challenge and inspire charities to elevate their fundraising through best practice recommendations and peer proof points.
• Onboard new charities within your portfolio, ensuring they experience product value within the first 90 days of their subscription.
• Focus on driving product adoption through your understanding of each charity’s objectives & your knowledge of the Enthuse platform.
• Find and engage new stakeholders across your charities, ensuring we’re collaborating with the right people, and that we have regular engagement with senior stakeholders.
• Be the internal voice of the customer, channelling 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 opportunities, collaborating closely with our Account Management team.

• 4+ years’ experience in Enterprise Customer Success (B2B SaaS), owning a portfolio of enterprise customers with complex org structures and multiple stakeholders.
• Customer-focused: you put the customer front and centre of every decision.
• You are a confident and passionate communicator — managing any situation from difficult stakeholder conversations to inspiring action through data & peer proof points.
• Tech-savvy, with an interest in learning how our product works and the ability to provide technical assistance to non-technical contacts.
• A 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.
• An understanding of the charity or fundraising sector is helpful but not essential.

• We celebrate together with an early Friday finish with optional team drinks, team incentives, and a variety of company socials
• We believe work-life balance matters and have flexible hours, working from home, and support part-time work
• We believe in giving back and give you one paid day to fundraise for a charity of your choice
• 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…