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DonorboxCustomer Success Manager
Donorbox provides fundraising and donor-management software for nonprofits. The company says more than 100,000 groups have used it to raise over $4 billion since 2014, and…
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About This Role
Donorbox provides fundraising and donor-management software for nonprofits. The company says more than 100,000 groups have used it to raise over $4 billion since 2014, and it runs with a distributed team of around 150 people. This is a fully remote, full-time Customer Success Manager position open to applicants in the United States, Canada or Mexico. The CSM works with mid-tier clients and newly signed-up CRM users who have not…
Job Description
Donorbox provides fundraising and donor-management software for nonprofits. The company says more than 100,000 groups have used it to raise over $4 billion since 2014, and it runs with a distributed team of around 150 people. This is a fully remote, full-time Customer Success Manager position open to applicants in the United States, Canada or Mexico.
The CSM works with mid-tier clients and newly signed-up CRM users who have not yet talked to anyone at the company. The aim is to help them adopt key features and reach their first meaningful result. The job blends customer success, community work and growth: it involves onboarding calls, webinars, product demonstrations, educational content and proactive outreach.
The CSM also studies usage data to spot upsell and cross-sell potential and sends qualified prospects to the sales team. Working alongside product, customer operations and support, the role collects customer insight, arranges virtual gatherings, peer groups and newsletters, and monitors activation, engagement, NPS, CSAT and expansion.
The right person brings one to three years of experience in account management or customer success, ideally at a software or technology firm, and communicates well in writing and speech. Familiarity with CRM and success tools such as HubSpot, Intercom or Gainsight, and the discipline to handle many accounts and projects at once, are important. Experience with nonprofits, webinars or onboarding design is a plus.
Responsibilities
- Keep mid-tier accounts healthy and encourage adoption of key features
- Serve as the first live person users meet if they have not yet spoken to staff
- Lead onboarding calls, webinars and hands-on demos that help users reach value quickly
- Identify upsell and cross-sell potential in usage patterns and refer qualified leads to Sales
- Relay customer insight and improvement ideas to Product and Customer Operations
- Organize community activity: virtual gatherings, peer groups, email bulletins and in-product notices
- Stay current on releases and tell customers what is new
- Measure activation, engagement, NPS, CSAT and expansion
- Contact new mid-tier signups early to guide them through setup
- Find better ways to make onboarding and engagement smoother for everyone
Requirements
- Bachelor's degree or equivalent experience
- One to three years handling customer success or account management roles, ideally at a SaaS or tech firm
- Clear, persuasive communication when teaching customers
- A warm, customer-first attitude
- Working familiarity with CRM and success software such as HubSpot, Intercom or Gainsight
- Ability to interpret customer data and see trends, risks and opportunities
- Organized enough to juggle many accounts, outreach initiatives and content projects simultaneously
- Self-driven and flexible in a quick, remote environment
- Able to partner with the product, sales and support groups
Qualifications
- Nonprofit or fundraising experience
- Background running engagement or community programs
- Experience making webinars, writing customer education or producing tutorials
- Knowledge of onboarding journeys and product-led growth methods
Core Skills
Benefits
- Fully remote work from home
- 21 days off including your birthday, plus 8 designated or floating holidays
- Two paid volunteer days, plus sick leave of five or more days that varies by state
- Health coverage through TriNet for medical, dental, vision and life
- 401(k) through Empower with a match of up to 4 percent
- Up to $1,500 reimbursed for home office and professional development costs
- Stock option eligibility
- Wellness offerings such as fitness and mindfulness classes
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where can I work from?
The role is fully remote for people based in the United States, Canada or Mexico.
What is the pay?
The posting lists $50,000 to $70,000 USD per year, plus 3 to 6 percent commission.
How many years of experience are needed?
The posting asks for one to three years in account management or customer success roles, ideally at a SaaS or tech firm.
What does the hiring process involve?
The posting outlines six stages: an application with questions, a prescreen with the Talent Team, an interview with the hiring manager, an assignment, a panel or final interview, and background and reference checks.
Sample Interview Questions
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