Senior Enterprise Customer Success Manager

Classy, an affiliate of GoFundMe, is a Public Benefit Corporation and giving platform that enables nonprofits to connect supporters with the causes they care about. Classy's platform provides powerful and intuitive fundraising tools to convert and retain donors. Since 2011, Classy has helped nonprofits mobilize and empower the world for good by helping them raise over $7 billion. Classy also hosts the Collaborative conference and the Classy Awards to spotlight the innovative work nonprofits are implementing around the globe. For more information, visit www.classy.org.

The Senior Enterprise Customer Success Manager (CSM) is a strategic partner to Classy’s largest and most impactful nonprofit clients. This role focuses on account management, relationship management, and project management to drive client success and maximize their impact. The Senior Enterprise CSM will play a critical role in ensuring clients achieve their fundraising goals by leveraging Classy and GoFundMe platforms effectively.

Key success metrics include GDVR, year-over-year growth, and retention. This role requires expertise in strategic fundraising, multi-threaded account engagement, and ensuring organizations achieve key lifecycle milestones on the Classy and GoFundMe platforms.

Account Management:

• Manages high-value accounts and is the primary point of contact, ensuring their long-term success and satisfaction.
• Drive logo retention within your book of business
• Ensure customer value realization milestones are met throughout the customer journey
• Drives adoption of Classy and GoFundMe platform features, maximizing donation realization and year-over-year revenue growth.
• Owns discovery & strategic discussions to identify opportunities to expand usage of the platform, minimize risk and proactively retain GDV on the platform. 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.
• Responsible for finding potential risks (including competitive intelligence) and overcoming objections by value selling current usage of the platform with a broad range of individuals within organizations including discovery calls, overcoming objections and value-based product demonstrations to retain GDV.

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 to 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.  
• Ability to engage top-level leadership to help drive sentiment, adoption, growth and in rare cases escalation. 

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 the resolution of complex issues.
• Monitor client progress against lifecycle milestones and proactively address risks to ensure retention and success.

Strategic Fundraising 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.
• Thinking outside the box and proactively anticipating customer needs about the product, digital fundraising, or risks.

You… 

• 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 hard customer conversations
• Proactive, results-driven mindset with a bias for speed and action
• Professional executive presence
• The ability to listen, empathize and ask clarifying questions to identify customer needs and translate them into solutions
• Skilled at partnering cross-functionally to solve technical issues and identifying when issues need to be escalated
• Proficient at assessing customer risks and developing mitigation strategies

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, and commuting, 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 are committed to providing diversity, equity, and inclusion training to all employees, and 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 OTE for this full-time position is $86,500 - $129,500 + 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]

Dedication to Diversity 

GoFundMe and Classy are committed to leveraging Diversity, Equity, Inclusion, and Belonging to cultivate a culture that embraces and supports the unique identities, experiences, and perspectives of our people and customers.

Our diversity recruiting priority is recognized under our first DEIB Driver: Opportunity Foster Diversity - we identify, recruit, and invest in top talent- ensure our people reflect the unique identities, experiences, and perspectives of the communities we serve and are all given the chance to grow.

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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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