[Hiring] Customer Success Manager @iDonate Inc

Role Description

iDonate is seeking a highly skilled Customer Success Manager to play a critical role in delivering reliable, high-quality support for our giving platform. This role is responsible for driving customer adoption, retention, and expansion through proactive, consultative relationship management. CSMs serve as trusted partners to customers across the nonprofit, faith, higher education, and cause industries, owning the customer lifecycle from onboarding through renewal and growth. This role requires strong accountability, strategic thinking, and close collaboration with cross-functional teams to ensure customers realize measurable value from iDonate’s platform. This is a remote work position.

Core Responsibilities

• Customer Onboarding & Enablement
  • Lead customers through onboarding and drive full product adoption aligned to their fundraising goals.
  • Develop tailored enablement and success plans based on each customer’s fundraising strategy, milestones (e.g., Giving Days), and technical ecosystem.
  • Proactively identify and remove barriers to adoption, coordinating with internal teams as needed.
  • Conduct regular client business reviews and roadmap discussions, ensuring customers understand product value and future opportunities.
  • Maintain a strong understanding of nonprofit fundraising strategies, CRMs, and complementary tools to provide informed, proactive recommendations.
• Customer Retention & Relationship Management
  • Own renewal outcomes for assigned accounts, maintaining strong retention performance through consistent follow-through and transparent communication.
  • Identify churn risks early using customer insights, engagement data, and direct feedback; take action to mitigate risk.
  • Build and maintain multi-threaded relationships across customer organizations, including executive sponsors, day-to-day contacts, marketing teams, and technical stakeholders.
  • Establish trusted, value-driven relationships with executive-level decision-makers.
  • Follow all established renewal processes, including contract documentation and internal handoffs.
  • Maintain a consistent communication cadence and respond promptly to all customer inquiries.
• Cross-Functional Collaboration Retention
  • Act as the accountable owner of customer outcomes, coordinating closely with Support, Product, Sales, and other internal teams.
  • Proactively engage to resolve issues, including deep involvement when necessary to ensure timely resolution.
  • Provide clear, actionable customer feedback that contributes to product and process improvements.
  • Participate consistently in customer handoffs and internal workflows.
• Team Contribution & Continuous Improvement
  • Contribute to the evolution of team processes, playbooks, and best practices.
  • Share insights, learnings, and customer trends with peers to elevate overall team performance.
  • Proactively suggest and test new ideas to improve the Customer Success function and customer experience.
• Alignment with iDonate Values
  • Give > Take: Approach customers and colleagues with authenticity, transparency, and a genuine desire to add value.
  • Be Bold: Take initiative, propose new ideas, and act decisively to solve customer challenges.
  • DWWSWWD (Do What We Say We Will Do): Demonstrate ownership, accountability, and follow-through in all commitments.
  • Always Inquisitive: Ask thoughtful questions, seek deep understanding of customer needs, and embrace continuous learning.

Qualifications

• 3-5 years of experience in Customer Success, Account Management, or a related client-facing role, preferably in SaaS or nonprofit technology.
• Strong understanding of customer lifecycle management, including onboarding, adoption, renewal, and expansion.
• Ability to build relationships across multiple stakeholder levels, including executive leadership.
• Excellent communication, organization, and problem-solving skills.
• Comfort navigating technical concepts, integrations, and data-driven conversations.
• Proven ability to manage multiple accounts and priorities with a high degree of ownership and accountability.

Benefits

• Competitive benefits package that includes medical, dental, and vision with a 65% employer paid portion of the premium for both employees and dependents.
• Medical plans pair either with a health savings account with employer contributions or flex spending account access.
• 401(k) enrollment, basic life, short-term and long-term disability, and access to an Employee Assistance Program.
• Unlimited PTO to all full-time staff and 10 company holidays.