Senior Customer Success Manager

Enterprise Customer Success Manager (CSM)

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.

Position Overview

The GoFundMe Pro team is looking for an Enterprise Customer Success Manager (CSM) to act as a strategic partner to our largest and most impactful nonprofit clients. This role focuses on B2B account management, relationship management, and project management to drive client success and maximize their impact. The Enterprise CSM will play a critical role in ensuring nonprofit clients achieve their fundraising goals by leveraging GoFundMe Pro platforms effectively. This role requires expertise in strategic fundraising, multi-threaded account engagement, and ensuring organizations achieve key lifecycle milestones on the Classy and GoFundMe platforms. Key success metrics include year-over-year growth and retention.

Responsibilities

Account Management

• Act as the primary point of contact for a portfolio of enterprise nonprofit clients, ensuring their long-term success and satisfaction.
• Drive adoption of the GoFundMe Pro platform features, maximizing donation realization and year-over-year revenue growth.
• Own discovery & strategic discussions to identify opportunities to expand platform usage, minimize risk, and proactively retain donation volume. Work closely with your Account Executive on strategies for execution.
• Develop and execute customized account plans to meet client goals, leveraging deep knowledge of the nonprofit fundraising landscape.
• Identify potential risks (including competitive intelligence) and overcome objections by value selling current platform usage with a broad range of individuals within organizations, including discovery calls, overcoming objections, and value-based product demonstrations.

Relationship Management

• Build and maintain strong multi-threaded relationships with key stakeholders across nonprofit clients, including executive leadership and fundraising teams.
• Serve as a trusted advisor, offering strategic insights and recommendations to help clients achieve their fundraising objectives and maintain strong customer sentiment so that they are referencable clients.
• Facilitate regular check-ins, business reviews, and executive-level engagements to assess progress and align on future goals.

Project Management

• Lead clients through onboarding, platform optimization, and ongoing project milestones, ensuring timely delivery of outcomes.
• Collaborate with internal teams (Professional Services, Support, Product, and Engineering) to address client needs and drive resolution of complex issues.
• Monitor client progress against lifecycle milestones and proactively address risks to ensure retention and success.

Strategic Fundraising Strategy and Support

• Provide guidance on best practices for online fundraising strategies, campaign management, and donor engagement.
• Analyze client fundraising performance and recommend data-driven optimizations to drive growth and maximize impact.
• Enable clients to leverage Classy and GoFundMe platforms for innovative fundraising initiatives, ensuring alignment with their mission and goals.
• Think outside the box and proactively anticipate customer needs in relation to product, digital fundraising, or risk.

Requirements

• 5+ years of experience working in customer success, account management, or a similar customer-facing role.
• Driven, self-motivated, enthusiastic, and with a “can-do” attitude.
• Strong relationship-building capabilities.
• Excellent communication (verbal/written) and interpersonal skills.
• Confidence and calm when navigating difficult customer conversations.
• Proactive, results-driven mindset.

Company Information

GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other.