Job details

Senior Project Manager, Customer Experience

Remote

Want to help us help others? We’re hiring!

GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes—for themselves and each other. Together, our community has raised more than $40 billion since 2010.

Join us! The GoFundMe Pro team is searching for our next Senior Project Manager, Customer Experience. You will play a key role in strategizing digital customer success initiatives in the GoFundMe Pro nonprofit customer book. This role bridges scalable solutions with high-touch customer engagement, while aligning cross-functional teams. You will engage with Emerging customers through hosting group presentations and 1:1 calls to accelerate nonprofit customers’ donation volume. You will also oversee and drive the execution of the team’s product adoption initiatives, ensuring alignment, efficiency, and impact across multiple products while keeping the customer experience at the forefront. You will strategize and craft new strategic content that fuels product adoption, directly impacting donation volume realization, growth, and retention across the customer lifecycle.

The job...

Drive the evolution of the high-touch Gross Donation Volume Realization (GDVR) strategy for Emerging customers
Define and implement innovative high-touch engagement strategies that increase campaign launches and maximize donation impact
Connect 1:1 with high-touch customers to accelerate campaign launches
Use data and informed judgment to tailor strategies in ambiguous or evolving customer scenarios, often requiring creative problem-solving where minimal precedent exists
Analyze and synthesize insights from high-touch initiatives to establish best practices and inform decision-making
Lead and facilitate cross-functional workshops to influence strategy, surface opportunities, and drive alignment across teams
Innovate and scale live training solutions that enhance customer activation and contribute to a more efficient, scalable engagement model
Influence Content Design and Lifecycle Marketing’s scaled strategy based on high-touch insights
Partner with the Operations team to develop scalable solutions for tracking and managing GDVR

Lead the end-to-end project management of Scaled CX product adoption initiatives, ensuring a cohesive, strategic approach across multiple products and teams
Develop and implement team processes that optimize workflows, establish clear accountability, and ensure the timely delivery of high-impact adoption content
Lead cross-functional collaboration with Scaled Project Management, Content Design, and Lifecycle Marketing to create and execute a comprehensive, scalable adoption strategy
Solution creative approaches as the subject matter expert to increase the adoption of core features
Influence product strategy by partnering with Product Marketing early in the product lifecycle to shape messaging, optimize launch strategies, and set adoption goals
Identify and address common adoption blockers and foster alignment across the CX, Product Marketing, and Product Management organizations
Continuously assess and refine Scaled CX adoption strategies, leveraging data-driven insights to optimize engagement and maximize impact

Drive product adoption and customer growth by developing strategic content aligned with customer lifecycle stages for Emerging and Commercial segments, with an emphasis on scalable, self-serve formats and automated delivery strategies
Analyze learning behavior trends to identify the most effective content formats and delivery methods, continuously optimizing the customer education experience
Deliver compelling live training experiences, leveraging expert public speaking and facilitation skills
Quickly generate high-impact content that simplifies complex product features
Strategize content needed for new Academy hubs to build customer trust and create habit loops
Monitor content performance to ensure resources have high engagement and impact; identify solutions to increase engagement
Expand expertise in customer education, leveraging insights from adult learning theory and instructional design to create scalable, high-impact training experiences
Reduce content gaps to promote a seamless customer experience

You...

5-7 years of experience in digital customer success, enablement, or learning and development
Experience with ClickUp, Salesforce, Skilljar, and designing presentation decks
Bachelor’s degree preferred
Proactively identifies opportunities and challenges
Strong collaborator with influence and alignment skills
Organized and efficient in managing multiple projects
Strategic thinker who balances vision and execution
Adaptable, open-minded, and eager to test new ideas
Self-motivated and resourceful in independent work

Why you’ll love it here

Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year.
Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere.
Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together.
Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits.
Holistic Support: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being.
Growth Opportunities: Participate in learning, development, and recognition programs to help you thrive and grow.
Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.
Community Engagement: Make a difference through our volunteering and Gives Back programs.

We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose. Be a part of something bigger with us!

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences. We do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

The total annual salary for this full-time position is $81,000 - $107,500 + equity + benefits. As this is a remote position, the salary range was determined by role, level, and possible location across the US. Individual pay is determined by work location and additional factors including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range based on your location during the hiring process.

If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact us at [email protected].

Global Data Privacy Notice for Job Candidates and Applicants:

Depending on your location, the General Data Protection Regulation (GDPR) or certain US privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required.

Learn more about GoFundMe:

We’re proud to partner with GoFundMe.org, an independent public charity, to extend the reach and impact of our generous community, while helping drive critical social change. You can learn more about GoFundMe.org’s activities and impact in their FY ‘24 annual report.

Our annual “Year in Help” report reflects our community’s impact in advancing our mission of helping people help each other.

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