Customer Success Manager

Company Description

Givebutter is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. Nonprofits use Givebutter to replace multiple tools so they can launch fundraisers and events, use donation forms and donor management (CRM), send emails and text blasts-all in one place. Use of the Givebutter platform is completely free with a 100% transparent tip-or-fee model.

Givebutter has been certified as a Great Place to Work® every year since 2021, and is the #1 rated nonprofit software company on G2 across multiple categories.

Our mission is to empower the changemaker in all of us. We believe giving should be fun, so you'll want to do it again, and we also believe that work should be fun, so that you'll have the greatest impact. We are excited to hear from talented people who want to work with other talented people in making the world a butter place-and have fun along the way.


Role Description

Givebutter is hiring an outstanding, scaled Customer Success Manager who is passionate about helping nonprofits achieve meaningful fundraising outcomes through technology.

As a member of our growing Success team, you'll partner with some of Givebutter's highest-impact nonprofit customers, helping them translate fundraising goals into measurable results. You'll serve as a trusted advisor, guiding customers to realize value from Givebutter through strategic adoption, fundraising best practices, and stakeholder alignment.

The Customer Success Manager is responsible for driving customer outcomes, adoption, retention, and growth across a pool of accounts. Success in this role comes from understanding what customers are trying to accomplish, diagnosing challenges that stand in their way, and connecting them with the right Givebutter products, features, and strategies to help them succeed.

This role also uses AI tools to work efficiently at scale, including using AI to synthesize customer context, draft follow-ups, and identify patterns and risks across accounts while maintaining strong judgment and data hygiene.

We want to hear from people who...

• Are passionate about helping customers achieve outcomes and can connect customer goals to product value.
• Build trust quickly with stakeholders and confidently guide strategic conversations.
• Are curious problem-solvers who enjoy diagnosing challenges, uncovering opportunities, and driving adoption.
• Thrive in a collaborative, fast-paced environment and enjoy partnering across teams to improve customer outcomes.
• Can quickly understand a customer's challenges and communicate solutions in a way that builds confidence, clarity, and momentum regardless of their level of technical expertise.

Responsibilities

• Serve as a strategic partner for nonprofit customers through short term, outcome-focused engagements, helping them achieve fundraising and donor engagement goals through Givebutter (this is a pooled motion, not a fixed book of business).
• Lead discovery, success planning, training, and strategic guidance that drive adoption, value realization, retention, and growth.
• Become a subject matter expert in Givebutter and connect platform capabilities to customer goals, challenges, and opportunities.
• Continuously test and iterate on new ways to incorporate AI into your workflows, using it to support and improve the work being done while maintaining strong judgment and data hygiene.
• Identify customer risks and opportunities early, using AI, data and customer insights to guide proactive action.
• Partner cross-functionally to improve the customer experience and advocate for customer needs.
• Facilitate a mix of 1:many webinars, automated engagement, and targeted 1:1 customer interactions.

Requirements

• 2-5 years of experience in Customer Success, Account Management, Consulting, Sales, or similar customer-facing roles.
• Demonstrated ability to drive customer outcomes through strategic guidance, relationship management, and problem solving.
• Experience managing multiple customer engagements in a pooled or scaled motion while working toward retention, growth, adoption, or business goals.
• Strong communication, discovery, stakeholder management, and customer-facing presentation skills.
• Experience facilitating trainings, workshops, webinars, or customer education programs.

Nice to Have

• Experience working in a scaled or pooled customer success function.
• Experience working directly in nonprofit fundraising, donor development, or advancement.
• Experience with nonprofit fundraising technology, CRMs, fundraising platforms, or related software.
• Experience advising customers on fundraising strategy or campaign planning.

More about Givebutter

Benefits

• Remote Work: Work remotely from one of our 10 hubs (Austin, Denver, Indianapolis, Los Angeles, San Francisco, New York, Salt Lake City, Minneapolis, Seattle, and Nashville).
• Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees as well as HSA and FSA accounts.
• Dependent Care Coverage: We offer coverage for dependents, with 50% of Medical, Dental, and Vision premiums covered for all eligible dependents.
• Mental Health: Givebutter health insurance plans come with access to a TalkSpace membership.
• 401k: We offer a 3% 401k match for all eligible employee's.
• Vacation and Holidays: Givebutter offers a Flexible PTO policy with uncapped vacation days and company-recognized holidays.
• Wellness Week: Givebutter closes for one week each summer to prioritize rest and recharge for the entire team.
• Parental Leave: We offer 12 weeks of paid leave for all parents and comprehensive leave planning management through Aidora.
• Family Care Support: Access a company-paid UrbanSitter membership plus care credits to book trusted, background-checked caregivers for childcare, senior care, pet care, and household support when you need it most.
• Home Office Stipend: Upgrade your home office with company-sponsored expenses, including high-quality laptops, monitors, and modern technology.
• Coworking Stipend: Enjoy a monthly stipend that gives you the freedom to work from coworking spaces or cafés whenever you need connection, community, or a change of scenery.
• Charitable Giving: Employees are encouraged to donate up to $50/month to any verified nonprofit they wish to support on Givebutter.
• Professional Development: We offer learning and development reimbursement opportunities.
• Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you're doing and the company you work for.

Interview Process

Below is a high-level outline of our standard interview process

1. Recruiter Screen: A 30-minute conversation to learn more about your background, walk through the role, and ensure mutual alignment on expectations, values, and logistics.
2. Hiring Manager Interview: A deeper dive into your relevant experience, skillset, and working style. This is your first opportunity to connect directly with the person who may be your future manager.
3. Assessment (technical or non-technical): This stage will vary based on the role. It could involve a live coding session, case study, or take-home project. Some roles may include two parts to this stage to evaluate both practical skills and problem-solving approaches
4. Values Interview: A conversation with team members focused on how you align with our core values and leadership principles.
5. References: We connect with a few folks you've worked closely with to get a better picture of your working style and impact.
6. Offer: If all goes well, we'll move to the offer stage!

Please note, we will have an AI note-taking tool join most of our interviews.

Hi potential new butterslice! A recent study from LinkedIn showed that most women apply to jobs only when they meet 100% of the requirements, whereas men will hit the apply button if they hit 60%. Givebutter is committed to building a diverse and inclusive team. So to the women and nonbinary folks out there feeling unsure if you're a perfect fit, we strongly encourage you to apply!