Customer Success Manager - job 1 of 2

Company Description

Givebutter is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. Nonprofits use Givebutter to replace multiple tools so they can launch fundraisers and events, use donation forms and donor management (CRM), send emails and text blasts—all in one place. Use of the Givebutter platform is completely free with a 100% transparent tip-or-fee model.

Givebutter has been certified as a Great Place to Work® in 2021, 2022, 2023, and 2024, and is the #1 rated nonprofit software company on G2 across multiple categories.

Our mission is to empower the changemaker in all of us. We believe giving should be fun, so you’ll want to do it again, and we also believe that work should be fun, so that you’ll have the greatest impact. We are excited to hear from talented people who want to work with other talented people in making the world a butter place—and have fun along the way. 

Role Description

Givebutter is hiring a Customer Success Manager, Implementation (CSM) to guide nonprofits and strategic customers through their onboarding journey and set them up for fundraising success. In this role, you’ll be the trusted advisor for new customers, leading them from Sales handoff through implementation and adoption of the Givebutter platform. You’ll manage technical setup, provide strategic fundraising guidance using Givebutter features, and advocate for customers internally, while contributing to the growth and impact of one of the fastest growing fundraising & CRM platforms.

We want to hear from people who…

• Are natural relationship builders who can quickly earn trust with nonprofit leaders and stakeholders.

• Have hands-on experience in post-sales, onboarding, or implementation roles in tech.

• Are tech savvy and comfortable teaching others how to use software tools.

• Understand fundraising, donor engagement, or nonprofit development and can apply that knowledge to customer success.

• Thrive in a collaborative, fast paced environment and enjoy connecting the dots between customer needs and business goals.

Responsibilities

• Serve as the main point of contact for a book of business of new customer accounts, guiding them through implementation and early adoption.

• Lead discovery sessions to align implementation requirements with organizational outcomes and identify key stakeholder responsibilities.

• Lead and support the technical implementation of new customers, including project management and consultative guidance on configuring integrations, fundraising campaigns, embedding widgets, and importing/migrating data.

• Provide use-case and product-based training and strategy guidance to help customers optimize campaigns and reach their fundraising and donor engagement outcomes.

• Continuously identify and improve gaps in implementation and customer success processes, contributing to the development of scalable, repeatable best practices

• Surface and analyze customer feedback to drive product improvements and inform team strategy.

• Partner with Sales, Product, Support, and other internal teams to ensure a seamless customer experience.

Requirements

• 2–5 years of experience in post-sales, onboarding, or implementation roles in tech.

• Ability to manage multiple accounts independently with a customer-first mindset and consultative approach.

• You possess a strong sense of urgency in driving projects to completion while achieving the desired business outcomes.

• A proactive mentality and a general curiosity to seek to understand.

• Excellent communication and emotional intelligence with experience in building relationships and collaborating cross-functionally.

• Experience working toward KPIs or variable compensation tied to customer outcomes.

• Proficiency with SaaS tools and CRMs, with HubSpot experience strongly preferred.

• Familiarity with nonprofit fundraising, donor engagement, or campaign strategy (preferred).

More about Givebutter

Benefits

• Remote Work: Work from anywhere in the United States.

• Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees as well as HSA and FSA accounts.

• Mental Health: Givebutter health insurance plans come with access to a TalkSpace membership.

• 401k: We offer a 3% 401k match for all eligible employee's.

• Vacation and Holiday: Givebutter offers a Flexible PTO policy with uncapped Vacation days. Givebutter is closed for a whole week in the summer for an employee Wellness Week. 

• Parental Leave: We offer 12 weeks of paid leave for all parents and comprehensive leave planning management through Aidora.

• Home Office Stipend: Upgrade your home office with company-sponsored expenses, including high-quality laptops, monitors, and modern technology.

• Charitable Giving: Employees are encouraged to donate up to $50/month to any verified nonprofit they wish to support on Givebutter.

• Professional Development: We offer learning and development reimbursement opportunities.

• Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you're doing and the company you work for.

Interview Process

Below is a high-level outline of our standard interview process

1. Recruiter Screen: A 30-minute conversation to learn more about your background, walk through the role, and ensure mutual alignment on expectations, values, and logistics.

2. Hiring Manager Interview: A deeper dive into your relevant experience, skillset, and working style. This is your first opportunity to connect directly with the person who may be your future manager.

3. Assessment (technical or non-technical): This stage will vary based on the role. It could involve a live coding session, case study, or take-home project. Some roles may include two parts to this stage to evaluate both practical skills and problem-solving approaches

4. Values Interview: A conversation with team members focused on how you align with our core values and leadership principles.

5. References: We connect with a few folks you’ve worked closely with to get a better picture of your working style and impact.

6. Offer: If all goes well, we’ll move to the offer stage!

Please note, we will have an AI note-taking tool (Elly) join most of our interviews.

Hi potential new butterslice! A recent study from LinkedIn showed that most women apply to jobs only when they meet 100% of the requirements, whereas men will hit the apply button if they hit 60%. Givebutter is committed to building a diverse and inclusive team. So to the women and nonbinary folks out there feeling unsure if you're a perfect fit, we strongly encourage you to apply!