Job Description

Customer Success Manager

Givzey's Customer Success Managers are the backbone of our relationships with our customer base. Each is responsible for managing a defined book of business to ensure customers successfully deploy, adopt, and maintain Givzey solutions and continue to renew their licenses year-over-year. Customer Success Managers are highly motivated customer relationship leaders that secure long-term relationships, drive adoption of our tools, generate referrals, identify up-sell and cross-sell opportunities, and drive customer loyalty. An exceptional Customer Success Manager strives to understand our customer's needs and how Givzey can help them to achieve their goals.

Our next Customer Success Manager must have experience in non-profit fundraising, and be comfortable in gift documentation. In addition, prior CSM experience is strongly preferred, particularly working with customers in nonprofit fundraising. You should have a proven ability to be exceptionally resourceful, have a high level of attention to detail, and demonstrate responsiveness and follow-through. Your primary goal will be to continuously improve the Customer Success operation and build relationships that increase customer satisfaction, product usage, loyalty, and retention.

About Givzey:

Givzey is a rapidly-growing, Boston-based digital fundraising solutions company, built by fundraisers for nonprofit organizations. As fundraising's first Gift Agreement Platform, Givzey empowers fundraisers to easily and immediately formalize and book pledges of all sizes by scaling multi-year giving strategies to all levels of giving. Solve retention, grow the pipeline, and increase revenue with Givzey.

Customer Success Responsibilities

• Maintain regular, proactive communication with assigned customers and lead them in value-driven strategies
• Actively document and execute renewal strategies
• Manage resources and use available assets to achieve qualitative and quantitative renewal, usage, and adoption targets.
• Keep ahead of industry developments and apply best practices to areas of improvement
• Review statistics and compile accurate reporting
• Keep accurate records and document customer engagements
• Build upon Customer Success procedures, policies, and standards
• Take ownership of customer requests and follow through to resolution
• Oversee and actively participate in the implementation and training of Givzey Solutions to drive usage and adoption.

Customer Success Responsibilities requirements are:

• Strong passion for Givzey's mission, and working with nonprofit organizations
• Industry experience: Frontline fundraiser, donor relations or advancement services
• Ability to work closely with functional teams internally; credit, legal, tech, etc.
• Minimum 1 year prior work experience in customer success strongly preferred
• Strong professional customer service skills, both verbal and written communication and presenting in person and via Zoom.
• Independent problem solver: Self-motivated, extremely detail-oriented, and strong time management skills
• Creativity and strong critical reasoning skills, and the ability to thrive in a fast-paced, dynamic, and evolving work environment
• Willingness to step up to greater responsibility, strong desire to contribute to overall goals

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