Senior Account Manager 

The role

We’re looking for a Senior Account Manager to help our customers raise more money, build lasting partnerships and help shape the next stage of GivePanel’s growth.

Over the last 18 months we’ve evolved from a single product into a broader fundraising platform with three distinct solutions. Our customer base continues to grow, our renewal rates remain exceptionally strong, and we’re now looking for someone to help our customers get even more value from GivePanel whilst driving long-term commercial growth.

This role brings together customer success, relationship management and commercial growth.

You’ll become the trusted adviser for a portfolio of charity customers, helping them maximise their fundraising success whilst ensuring they continue to renew, expand and grow with GivePanel. You’ll own a portfolio of customers throughout their journey; from onboarding through renewal and growth, ensuring every customer gets outstanding value from GivePanel.

This isn’t a traditional customer support role.

It isn’t a hard sales role either.

We believe the very best Account Managers don’t simply manage accounts — they become trusted advisers, problem solvers and champions for their customers.

Our customers aren’t account numbers. They’re partners. We measure success by the long-term relationships we build and the fundraising impact we help create.

If you enjoy the relationship-building side of sales just as much as the excitement of winning new business, you’ll probably love this role.

Sales techniques can be taught. Product knowledge can be developed. But understanding charities, building trust and becoming a genuine partner to customers takes much longer — and that’s the quality we value above everything else.

What you will be doing

Customer Success & Relationship Management

• Build trusted, long-term relationships with a portfolio of charity customers
• Understand customer fundraising objectives and help them maximise value from GivePanel
• Lead regular customer reviews and success planning sessions
• Deliver product demonstrations and training where appropriate
• Act as the primary point of contact for strategic customer relationships

Renewals

• Own the renewal process across your customer portfolio
• Forecast upcoming renewals and proactively manage renewal risk
• Lead commercial renewal conversations
• Maintain industry-leading customer retention

Customer Growth

• Identify opportunities to introduce customers to additional GivePanel products and services
• Support customers as they expand their use of GivePanel DIY, GivePanel Events and future products
• Work alongside our Sales and Marketing teams to identify opportunities for customer growth and maximise lifetime value.
• Generate expansion revenue through upselling and cross-selling where it genuinely benefits the customer

Customer Advocacy

• Help develop customer case studies and success stories
• Support webinars, conferences and customer events
• Build long-term customer advocates who actively recommend GivePanel
• Represent the voice of the customer internally, helping shape future product development

What we are looking for

Experience

You may already have experience in:

• Account Management
• Customer Success
• Partnerships
• Business Development
• CRM, SaaS or fundraising technology.

Equally, you might currently work for a charity and be looking for your first move into technology or a more commercially-focused role. If you’ve spent your career building trusted relationships with fundraisers, supporting great causes and helping charities succeed, we’d genuinely love to hear from you.

Experience leading commercial conversations, managing customer relationships or delivering excellent customer experiences will all be valuable in this role.

Skills and traits

• An exceptional relationship builder who earns trust quickly.
• Commercially minded without being a pushy salesperson.
• Curious and always looking to understand your customers’ challenges.
• Confident presenting ideas, software and solutions.
• Organised and proactive, with excellent attention to detail.
• Comfortable balancing customer advocacy with commercial objectives.
• Enjoys working in a collaborative, fast-moving environment.
• Takes ownership and follows things through.
• Comfortable negotiating commercial conversations whilst always putting the customer relationship first.

Nice to have

• Experience within fundraising or the charity sector
• Experience with CRM or fundraising platforms
• Experience managing SaaS renewals or customer success
• Experience identifying expansion or upsell opportunities within existing customer accounts
• Experience presenting to groups, running workshops or delivering customer training

How you will work

• You’ll report directly to the Managing Director and work closely with Customer Operations, Product, Engineering, Marketing and Sales.
• You’ll have significant autonomy to build strong customer relationships whilst helping shape how GivePanel approaches customer success and account management as we continue to grow.

What success looks like in the first 6 to 12 months

• Customers renew confidently because they clearly understand the value GivePanel delivers
• Customers renew earlier, expand more frequently and genuinely enjoy working with GivePanel.
• Customer relationships become stronger, deeper and more strategic
• Expansion opportunities are consistently identified and converted into additional recurring revenue
• Customer adoption increases across GivePanel’s growing product suite
• Net Revenue Retention continues to improve
• Customer feedback directly influences product development and future innovation
• Customers actively recommend GivePanel through referrals, testimonials and case studies

Why this role matters

We’re entering a really exciting chapter.

Our products have proven product-market fit, our customer base is growing and we’re increasingly focused on helping existing customers do even more with GivePanel.

This role will be at the centre of that journey.

You’ll have genuine ownership over your customer portfolio and a real opportunity to influence how we grow as a business over the coming years.

Benefits

• £50,000–£60,000 salary, based on experience
• Performance bonus
• £500 annual wellbeing allowance
• £500 learning and development allowance
• 5% employer pension contribution
• Fully remote working (UK or Ireland)
• Regular team meet-ups and company events
• The opportunity to help shape one of the UK’s fastest-growing fundraising technology companies

Why Join GivePanel?

You’ll be joining GivePanel at an exciting point in our journey.

Our products are proven, our customer base is growing, and we’re entering a new phase focused on helping more charities raise more money through technology.

You’ll have genuine ownership over your customers, influence how we grow as a business, and play a key role in shaping the future of our customer success function.

We’re ambitious, collaborative and genuinely enjoy working together. If you’re looking for a role where you can make a real impact — both on the business and on the charities we serve — we’d love to hear from you.

To Apply

Please send your current CV along with a video cover letter (using Loom or a video recording software of your choice) outlining your relevant experience, skills and traits for this role to our Managing Director, Craig Shackleton – [email protected]. 

We’d particularly love to hear what excites you about working with charities and why GivePanel appeals to you. Personality, curiosity and relationship-building matter just as much to us as experience.

You may also include a written cover letter if you wish.