Enterprise Customer Success Manager

Donorbox is a leading fundraising platform and donor management system serving nonprofit organizations worldwide. The Enterprise Customer Success Manager will manage and nurture strategic Tier 1 accounts, drive customer retention and satisfaction, support successful product adoption, and identify opportunities for expansion and renewals. The role also involves data-driven account planning, client support, and collaboration with Sales, Customer, Product, and Engineering teams.

Responsibilities:

• Manage and retain our Tier 1 & strategic accounts and build long-term relationships to ensure client satisfaction
• Develop strong relationships with top clients, understanding their mission, market position, and fundraising goals
• Advocate for and optimize our product to increase client revenue and utilization
• Provide insights and best practices on implementation, UX, and marketing to clients
• Develop systems to manage a large number of accounts proactively and efficiently
• Use sound business judgment to prioritize accounts and efficiently allocate resources
• Use data analysis to develop and implement strategies to optimize revenue
• Make educated recommendations to help clients fundraise more effectively
• Provide support via email, phone, and video conference to resolve client issues and answer questions
• Work closely with team members to resolve issues and ensure the highest quality of service
• Communicate effectively with managers/executives to build processes and workflows for efficiency
• Record and track all customer interactions in HubSpot

Requirements:

• 3+ years of experience serving a nonprofit as a volunteer, board member, or employee. You need to understand how nonprofits function and the critical role they play in society
• 5+ years of experience in B2B SaaS business model as a Customer Success Manager. Capable of making expert recommendations of our product to support the technical aspects of fundraising
• Proven experience in account management, sales, customer success, or support roles
• Comfortable with data analysis, spreadsheets, and CRMs (ClientSuccess, HubSpot, Salesforce, etc.). Ability to learn and use various systems to understand client needs before engagement
• Excellent written and verbal communication skills. Comfortable with initiating conversations, accepting rejection, and continuous follow-up
• Ability to work independently with strong organizational skills and attention to detail
• Must be compassionate towards nonprofits, understanding their challenges, and showing empathy in interactions
• Competency in a CRM (ClientSuccess/Hubspot preferable) required
• Bachelor's degree in related field
• Experience in developing strategic account plans for risk mitigation and client retention
• Direct experience working with nonprofit organizations in a professional capacity
• Speaks/Writes English & French fluently