Job description
Customer Success Manager
Overview
Givzey's Customer Success Managers are the backbone of our relationships with our customer base. Each is responsible for managing a defined book of business to ensure customers successfully deploy, adopt, and maintain Givzey solutions and continue to renew their licenses year-over-year. Customer Success Managers are highly motivated customer relationship leaders that secure long-term relationships, drive adoption of our tools, generate referrals, identify up-sell and cross-sell opportunities, and drive customer loyalty. An exceptional Customer Success Manager strives to understand our customer’s needs and how Givzey can help them to achieve their goals.
Our next Customer Success Manager for must have professional experience in non-profit fundraising. You should have a proven ability to be exceptionally resourceful, have a high level of attention to detail, and demonstrate responsiveness and follow-through. Your primary goal will be to continuously improve the Customer Success operation and build relationships that consistently communicate value, increase customer satisfaction, drive loyalty, and result in retention. Prior CSM experience is not required, but a plus, particularly if with customers in the nonprofit industry.
Responsibilities:
Maintain regular, proactive communication with assigned customers and lead them in value-driven strategies
Actively document and execute renewal strategies
Manage resources and use available assets to achieve qualitative and quantitative renewal, usage, and adoption targets.
Keep ahead of industry developments and apply best practices to areas of improvement
Review statistics and compile accurate reporting
Keep accurate records and document customer engagements
Build upon Customer Success procedures, policies, and standards
Take ownership of customer requests and follow through to resolution
Oversee and actively participate in the onboarding process in collaboration with the Onboarding Specialist
Customer Success Responsibilities requirements are:
Strong passion for Givzey's mission, and working with nonprofit organizations
Industry experience: Frontline fundraiser, donor relations or prospect management
Ability to work closely with functional teams internally
Minimum 1 year prior work experience in customer success is a plus
Strong professional customer service skills, written communication, presentations using Canva, and presenting in person and via Zoom.
Independent problem solver: Self-motivated, extremely detail-oriented, and strong time management skills
Creativity and strong critical reasoning skills, and the ability to thrive in a fast-paced, dynamic, and evolving work environment
Willingness to step up to greater responsibility, strong desire to contribute to overall goals
