Experienced Customer Success Manager – Non-Profit Fundraising Platform

Are you a seasoned professional with a passion for delivering exceptional customer experiences and driving business growth? Do you thrive in fast-paced, dynamic environments where no two days are ever the same? If so, we invite you to join our expanding team at blithequark as a Customer Success Manager, where you'll play a critical role in helping non-profit organizations achieve their fundraising goals through our innovative platform.

About Us

At blithequark, we're revolutionizing the fundraising landscape by providing a cutting-edge platform that streamlines donation processes, boosts conversion rates, and offers a wide range of payment methods. Our platform has become the go-to solution for some of the world's leading non-profit organizations, including UNICEF, The Obama Foundation, and the Alzheimer's Association. With tens of millions of dollars donated through our platform every month, we're committed to helping non-profits achieve their mission-critical goals.

About The Role

As a Customer Success Manager at blithequark, you'll be responsible for building and fostering relationships with non-profit organizations, helping them get the most out of our platform to achieve fundraising success. You'll drive product adoption and expansion, collaborate with internal teams to deliver a world-class experience, and enhance overall customer satisfaction. If you're an autonomous, organized problem-solver eager to grow in a dynamic start-up environment, we'd love to meet you.

Key Responsibilities

* Own a portfolio of 100-150 non-profit accounts, providing account management from kick-off to launch and throughout the customer's life cycle

• Act as the main point of contact for all customer account management matters, ensuring seamless communication and issue resolution
• Be the product expert, providing product usage training/guidance and technical support to customers
• Deliver Quarterly Account Reviews to customers, highlighting growth opportunities and areas for improvement
• Retain customers through proactive risk identification and mitigation, ensuring long-term relationships and revenue growth
• Expand senior-level stakeholder relationships, identifying new growth opportunities and driving business development
• Identify, forecast, and develop new growth opportunities (referrals, product up-sell/cross-sell, and expansion to other divisions/countries/regions) with existing customers
• Take ownership of customer escalations, driving speedy resolution and ensuring customer satisfaction
• Deliver and exceed Growth and Retention performance metrics (KPIs) defined for this role
• Analyze data through reports and trends, leveraging insights to drive actions with customers
• Collaborate with internal teams, including Sales, Marketing, Implementation, Support, and Product, to ensure the highest customer satisfaction
• Collaborate with product teams to ensure customer feedback is incorporated into product development

Skills and Qualifications

* Proven work experience of 5-8 years in SaaS Customer Success, with a track record of driving business growth and customer satisfaction

• Experience managing a customer book of business of $2M+ ARR, with a deep understanding of performance metrics and KPIs
• Familiarity with CRMs, Digital Marketing, Google Analytics, and Meta Pixel, with the ability to analyze data and drive insights
• Excellent communication and presentation skills, with the ability to communicate with technical and non-technical stakeholders and deliver persuasive presentations
• Proven ability to develop and maintain relationships with customers and internal stakeholders, with a strong focus on customer satisfaction
• Understanding of performance metrics or KPIs, with the ability to analyze data and drive business growth
• Ability to work independently and proactively to drive outcomes and collaborate cross-functionally with multiple teams
• Strong problem-solving skills, with the ability to solve complex technical problems creatively
• Ability to work in a fast-paced, hyper-growth and dynamic environment, with a willingness to occasionally work outside of normal business hours as required to support customers
• Bonus points for experience in fundraising/digital marketing strategies for non-profits

Benefits

Our compensation package includes comprehensive benefits and perks, meaningful equity, and a competitive salary:

• 30 days off
• Home Office Setup Assistance: the company offers assistance with purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspace
• English learning courses (50% reimbursement, up to $1,000 annually)
• Relevant professional education (50% reimbursement, up to $1,500 annually)
• Gym or swimming pool (50% reimbursement, up to $500 annually)
• Coworking (up to $250 monthly)
• Remote working

Why Join Us?

At blithequark, we're passionate about creating a workplace that's inclusive, diverse, and supportive. We believe in empowering our employees to grow and develop their skills, with opportunities for professional growth and career advancement. If you're looking for a challenging and rewarding role that will push you to new heights, we invite you to join our team.

How to Apply

If you're a motivated and results-driven professional with a passion for customer success, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to meet you! Apply for this job