Customer Success Manager | Remote |

David.Atkinson Member Posts: 5 Seeker
Photogenic First Anniversary
edited January 2022 in Job Board Community
Exciting things are happening at Classy! Just this week, it was announced that Classy has entered into an agreement to be acquired by GoFundMe. The two organizations combined will become the most definitive SaaS solution for giving and serve to fundamentally change the social sector!

Come join my team and start making a real impact!

JOB TITLE: Customer Success Manager

LOCATION: Remote (or San Diego)


Classy is a fundraising platform that enables nonprofits to connect supporters with the causes they care about. We are seeking a Customer Success Manager to serve as a trusted advisor and catalyst for growth for strategic customer accounts.  The ideal candidate will be a natural relationship builder with an ability to realize customer business goals through the application of deep product knowledge and industry expertise.

What you'll do:

  • Be a trusted partner and resource on product functionality, fundraising best practices and nonprofit industry trends to help maximize fundraising results
  • Provide strategic guidance and training for your customers as they implement fundraising campaigns. This means ensuring their campaigns are optimized for success, launch on time, and achieve donation volume and other customer business goals
  • Help identify expansion opportunities - new product offerings, prospective campaigns and other potential upsells
  • Provide training to ensure successful platform adoption and empower/engage new organization admins
  • Deliver and communicate ROI to clients throughout the customer lifecycle
  • Identify, track and improve the health status of your book of business
  • Collaborate with internal teams and partner to drive risk mitigation plans for risky/unhealthy clients
  • Actively keep all external and internal stakeholders informed and quickly escalate challenges that impede customers from getting the most from the Classy platform
  • Work closely with Strategic Account Managers and Account Executives to drive client retention
  • Partner with Customer Care to ensure open incidents and inquiries are addressed in a timely manner and to your client's satisfaction
  • Translate learnings into product/experience improvements, process efficiencies and organizational effectiveness
  • Advocate internally and work with Voice of Customer (VOC) and Product teams to understand customer pain points & feature requests
  • Team up with Professional Services to ensure a successful onboarding experience and adoption of the Classy platform
  • Work cross-functionally to ensure that clients feel supported and delighted throughout their time with Classy. 

What you bring (Required):

  • 1-2 years of experience working in customer success, account management, or a similar customer-facing role
  • Highly organized, collaborative and detail-oriented
  • Excellent communication (verbal/written) and interpersonal skill
  • Proactive, results-driven mindset with a bias for speed and action
  • Professional executive presence
  • Excellent time management skills
  • The ability to listen, empathize, and ask clarifying questions to identify customer needs and translate them into solutions
  • Strong problem-solving skills
  • Skilled at partnering cross-functionally to solve technical issues and identifying when issues need to be escalated
  • Proficient at assessing customer risks and developing mitigation strategies
  • A willingness and desire to be constantly learning
  • Driven, self-motivated, enthusiastic and with a "can-do" attitude 

What would be awesome to have (Preferred):

  • Prior work experience in the SaaS industry
  • Knowledge of the non-profit industry, how it operates and the unique challenges it presents
  • Experience with cloud-based CRM and Customer Success tools (Salesforce, Gainsight, etc.)

JOB RELATIONSHIP TO YOU: I am the head of Customer Success and Professional Services at Classy. This role would report directly to the Senior Manager of Customer Success who reports to me.

WHY SHOULD YOU JOIN US: Classy is on a mission to mobilize and empower the world for good. Through our SaaS fundraising platform, we empower nonprofits to unlock the generosity of their supporters and help them advance their missions. Our team is smart, supportive, fun, and invested in ensuring we ALL succeed. Come join the team!

Classy is a B Corp Certified social enterprise that helps nonprofit organizations maximize their impact through a suite of world-class, online fundraising tools to accelerate social impact around the world. Based in San Diego, CA and trusted by organizations of all sizes, from the fastest-growing nonprofits like Team Rubicon and The Trevor Project, to some of the world's largest social organizations, such as The Salvation Army, Robin Hood Foundation, and Shriners Hospitals for Children, nonprofits use Classy's platform to raise money, engage their communities, and advance their missions. Since 2011, Classy has powered tens of millions of donations from over 190 countries and raised over $2 billion for social good. 

JOB LINK: Customer Success Manager

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Customer Success Manager
Classy is a fundraising platform that enables nonprofits to connect supporters with the causes they care about. We are seeking a Customer Success Manager to serve as a trusted advisor and catalyst for growth for strategic customer accounts.
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