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Enterprise CSM

  • Full Time
  • Remote US based
  • $85,000-$95,000
  • VP of Customer Success

Who we are

Launched in early 2019, we are a fully remote, GROWING TECH START-UP. Our vision is to be the #1 Global Social Fundraising platform for nonprofits. AND THE BEST BIT? We help our nonprofits to increase their fundraising, in turn supporting hundreds of amazing causes around the world.

How we work

As part of a start-up team, you’ll need to be prepared to ‘roll up your sleeves’ and get things done. We ‘move fast and ship’ which means you’ll need to work at pace, be productive and have high output! You’ll be expected to share your ideas, work collaboratively, have a growth mindset and act like an owner. It’s hard work but with that comes an amazing opportunity to be part of a business with huge potential and fantastic learning and development opportunities.

The role

We are looking for our first Enterprise Customer Success Manager to build and maintain strong relationships with GivePanel’s largest and most business-critical customers.

Your priority will be to drive ROI as quickly as possible for your customer base. You will be establishing their top goals, understanding complex technical issues and problems, and creating a customized success plan to help them start achieving their KPIs. You will take a consultative approach by uncovering each of your customers’ use cases to better educate them on the benefits and features of the GivePanel platform.

Key responsibilities

  • Strong awareness of the customer journey and how a Customer Success Manager serves to strategically advise customers toward agreed upon goals.
  • Take responsibility for and manage a set of large & critical customer accounts, including annual renewals & upgrades.
  • Build strong, trusted relationships with all Enterprise customers while implementing a ‘high touch’ tiered customer success strategy to ensure satisfaction and loyalty is maximized.
  • Be responsible for validating and championing the expansion and adoption growth within a book of business across customer profiles with various business needs.
  • Engage and meet with customers for QBR’s in order to develop a clear understanding of their needs, opportunities and possible solutions.
  • Coach and drive customers toward the maximum value.
  • Maintain high levels of customer engagement and satisfaction with a focus on customer value and loyalty.
  • Proficient in crafting both internal and customer-facing assets with the ability to present to diverse audiences ranging from managers to C-suite executives.
  • Be an expert in the subject matter, communicate in an informative and engaging manner, and command the room.
  • Help drive customer references and case studies.
  • Drive product usage through regular contact with assigned accounts.
  • Identify upsell opportunities using a consultative approach.
  • Arrange and lead regular face-to-face customer review meetings.
  • Assist with the planning of customer events.
  • Actively participate in team performance reviews.
  • Identify processes and areas for continual product improvements.

What we are looking for

  • Have a minimum of 3 years experience in nonprofit P2P fundraising. It is essential that the candidate has a proven track record in this area. Experience in a Customer Success role will be considered a valuable asset.
  • We are not looking for anyone – we are looking for a go-getter, a creative, someone innovative who can come in and shape the role, inspire others, work quickly and efficiently and help us grow.
  • Excellent written communication skills and a strong ability to build trusted relationships with various stakeholders.
  • Highly organized with the ability to prioritize and manage your own workload – It’s a fast-paced environment so being able to achieve targets and meet deadlines is essential.
  • Proven success at technical problem solving and ability to proactively find solutions for our customers with a commitment to deliver the highest service levels.
  • Experience working with CRM tools such as Hubspot.
  • You will need to be adaptable and willing to take on multiple roles. A proactive and hands-on approach is crucial, as we value a “roll up your sleeves” attitude to tackle various tasks and challenges.
  • Possesses strong organizational skills and displays proficiency in using various Google tools, such as Docs, Sheets and Slides.

 

Hiring process

  • Video task using Loom
  • Competency-based interview with VP of CS & SVP of North America
  • Values-based interview with CEO

What we offer

💻  Remote working. We provide you with everything you need to work from home – no set budget, no max spend. Mac? Windows PC? The choice is yours.

🤸🏽‍♀️ Flexibility to choose WHEN, HOW & WHERE you work

🏣 Quarterly North America Team Meet up

📈Employee Share Option Scheme

🌱 $600 Learning Budget per year

🌴 Vacation – 38 days annual leave inc of national holidays

🤒 Sick leave – from 4 weeks full pay increasing to 8 after 2 years

🤒 Competitive Healthcare and 401k plan

If this role excites you, get applying!

Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.

Apply Now
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Enterprise CSM

We are looking for our first Enterprise Customer Success Manager to build and maintain strong relationships with GivePanel’s largest and most business-critical customers.

  • Full Time
  • Remote US based
  • $85,000-$95,000
Read more

Get in touch!

We really value your enquiries, feedback, questions, requests and anything else in between! Fill in our contact form and one of our friendly team will come back to you as soon as possible. 

Contact us

Get in touch!

We really value your enquiries, feedback, questions, requests and anything else in between! Fill in our contact form and one of our friendly team will come back to you as soon as possible. 

Contact us
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  • Company Telephone Number: 0203 693 4470
  • Company Registration Number: 04648232