[Hiring] Customer Success Manager @Donorbox

Role Description

The CSM is responsible for engaging Donorbox’s mid-tier customers and new CRM signups who have yet to interact with a company representative. This role bridges Customer Success, Community Engagement, and Growth—helping customers adopt key features, recognize value, and stay connected to Donorbox through education and proactive outreach. Working closely with Customer Success, Sales, Product, and Support, you will guide customers through onboarding and adoption, create and share helpful educational resources, and identify opportunities for expansion or deeper engagement to hand off to the Sales team. You’ll also support knowledge initiatives that strengthen the self-serve experience and community learning for all Donorbox users. This role is key to improving activation rates, increasing product adoption, and fostering stronger customer relationships across the Donorbox ecosystem.

Responsibilities

• Manage relationships with mid-tier customers to ensure continued success and feature adoption.
• Act as the first point of human contact for users who have not yet interacted with a representative.
• Conduct onboarding check-ins, webinars, and product walkthroughs to help users achieve first value.
• Identify upsell or cross-sell opportunities through customer usage analysis and pass qualified leads to Sales.
• Partner with the Product and Customer Operations teams to surface insights, feedback, and improvement opportunities.
• Foster community engagement through online events, user groups, newsletters, and in-app communications.
• Maintain an understanding of new features and updates to share proactively with customers.
• Track and report on key metrics such as activation rates, engagement levels, NPS/CSAT, and expansion opportunities.
• Collaborate cross-functionally to ensure consistent messaging, smooth customer handoffs, and a unified customer experience.
• Proactively reach out to new mid-tier Donorbox signups to guide them through onboarding and activation of our CRM and other key Donorbox products.
• Continuously look for ways to improve the onboarding and engagement experience for all customers.

Qualifications

• Bachelor’s degree or equivalent.
• 1–3 years of experience in Customer Success or Account Management (preferably in SaaS or tech).
• Strong communication skills with the ability to guide and educate customers effectively.
• Excellent written and verbal communication skills; empathetic and customer-first approach.
• Familiarity with CRM and customer success platforms (e.g., HubSpot, Intercom, Gainsight, etc.).
• Ability to interpret customer data to identify trends, risks, and opportunities.
• Highly organized and able to manage multiple accounts, outreach efforts, and content projects simultaneously.
• Proactive, self-motivated, and adaptable in a fast-paced, remote environment.
• Collaborative and able to work cross-functionally with Product, Sales, and Support teams.

Preferred Skills and Qualifications

• Experience working with nonprofit or fundraising organizations.
• Background in customer engagement programs.
• Experience hosting webinars, writing customer education content, or creating tutorials.
• Familiarity with customer onboarding flows and product-led growth strategies.
• Passion for helping mission-driven organizations succeed through technology.

Benefits

• Fully remote work from the comfort of your home.
• Generous time off policy of 21 days (birthday included 🎉), 8 designated/floating holidays, 2 paid volunteer days, and 5+ sick days (dependent on state).
• Employer-sponsored health insurance plan through TriNet, including medical (United Healthcare), dental, vision, and life.
• 401(k) retirement plan via TriNet's partner, Empower, with an employer match of up to 4%.
• Reimbursement package for home office expenses and professional development, up to $1.5k.
• Eligibility for employee equity plan (stock options).
• Wellness program with fitness and mindfulness classes.
• Love your work and our mission of serving nonprofits!

The Application Process

We have 6 stages:

• Apply here and fill out our questions to tell us about you!
• Prescreen Call with the Talent Team.
• Interview with Hiring Manager.
• Assignment.
• Panel/Final Interview.
• Background & Reference Checks.

If this sounds like the right role for you, please apply today and let us know why. We look forward to hearing from you!