Fundraising Industry Expert / Customer Success Manager

Job Description: Fundraising Industry Expert / Customer Success Manager (CSM)

POSITION SUMMARY

Humanitru is an integrations-first software platform for nonprofits that empowers organizations to centralize their data and streamline their operations. By connecting with leading platforms like Mailchimp, QuickBooks Online, DonorSearch, and other best-in-class tools, Humanitru replaces legacy CRMs and eliminates data silos, giving nonprofits a unified view of their supporters and operations.

We are seeking a Fundraising Industry Expert / Customer Success Manager (CSM) to join our growing team. This is a specialized role within the Customer Success organization, designed for professionals who bring extensive nonprofit fundraising experience and a deep understanding of donor engagement strategies.

As a Fundraising Industry Expert / CSM, you’ll combine your knowledge of fundraising best practices with the relationship management and strategic skills of a Customer Success professional. You’ll guide nonprofit customers in aligning their fundraising goals with Humanitru’s tools, ensuring they achieve measurable outcomes while maximizing the value of the platform.

This position is ideal for a seasoned fundraiser (CFRE preferred) who understands donor relationships, campaign execution, and the power of clean, connected data—and wants to help nonprofits thrive through thoughtful technology adoption and data-driven fundraising practices.

OUTCOMES

• 95%+ Gross Revenue Retention (GRR) for assigned book of business
  

• 110%+ Net Revenue Retention (NRR) through renewals and expansion
  

• 40+ Net Promoter Score from managed accounts
  

• Customer Success Plans in place for all key accounts
  

• Quarterly Business Reviews delivered for high-value customers
  

DUTIES

• Serve as the primary relationship owner for a portfolio of nonprofit customers, ensuring satisfaction, retention, and measurable success.
  

• Apply your fundraising expertise to help organizations implement tried-and-true best practices in donor cultivation, stewardship, and campaign management through Humanitru.
  

• Develop and maintain Customer Success Plans that connect customer goals, platform usage, and fundraising benchmarks.
  

• Conduct Quarterly Business Reviews that provide data-driven insights and practical recommendations for continued growth.
  

• Proactively lead upsell and expansion opportunities by identifying when customers are ready to take their next step with additional Humanitru tools or packages.
  

• Monitor customer health, platform adoption, and data completeness to identify risks, opportunities, and moments to deliver greater value.
  

• Advocate for customers internally by sharing common needs and insights with Product and Support teams.
  

• Support onboarding transitions by ensuring customers begin their Humanitru journey with a strong foundation for fundraising success.
  

• Maintain clear, accurate documentation of customer engagement, renewals, and upsell activity in CRM and Success systems.
  

QUALIFICATIONS

• CFRE certification strongly preferred, or equivalent senior-level fundraising experience (7+ years) such as Development Director, Advancement Services Manager, or Major Gifts Officer.
  

• Deep understanding of fundraising best practices, donor data management, and annual or campaign-based giving strategies.
  

• Proven ability to drive account growth through proactive relationship management and value-driven upsell motions.
  

• Experience managing multiple customer relationships in a SaaS or technology-based environment preferred.
  

• Excellent communication and storytelling skills, with the ability to engage and influence nonprofit leaders.
  

• Strong organizational and analytical skills; ability to interpret data trends and translate them into actionable strategies.
  

• Familiarity with the nonprofit technology ecosystem (Mailchimp, QuickBooks, DonorSearch, etc.) is a plus.
  

CULTURE

Transparent Communication

We value open, honest communication—both internally and with our customers.

Innovative Problem Solving

We aim to modernize nonprofit operations and fundraising through creativity and forward thinking.

Commitment & Accountability

We do what we say we’ll do, guided by empathy and the desire to help our customers succeed.

Hungry for Achievement

We set high standards and continuously seek ways to grow, learn, and achieve excellence.

Empathy

We approach every interaction from a place of understanding, partnership, and respect.

WHY HUMANITRU

At Humanitru, we are more than just a software company—we’re a mission-driven team dedicated to empowering nonprofits. We’re a remote-first company headquartered in Richmond, VA, offering flexibility, collaboration, and meaningful work.

We partner with organizations that make an impact, helping them use technology to strengthen relationships, increase giving, and achieve their missions. Our culture is built on inclusion, innovation, and genuine care—for our customers, our teammates, and the causes we serve.

As a minority- and woman-founded company, we are committed to diversity, equity, and inclusion in every part of our work.

If you’re an experienced fundraiser who thrives on helping nonprofits reach their goals—and want to bring your expertise into a role that blends strategy, technology, and impact—we’d love to meet you.