Senior Enterprise Customer Success Manager

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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 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

Responsibilities:

• 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.
• 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.
• 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.
• 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.