Senior Customer Success Manager (Maternity Leave Cover)

Enthuse; City Of London; Hybrid; GBP 50,000 - 55,000; Full time

Job summary

A nonprofit software company in London is seeking a Senior Customer Success Manager (Maternity Leave Cover) to help charities achieve their fundraising goals. In this role, you'll develop relationships, provide tailored guidance, and lead onboarding to maximize impacts. The ideal candidate has 4+ years in Customer Success, particularly in B2B SaaS, and excellent communication skills. This position offers a competitive salary of £50-55K and options for remote work.

Benefits

On-target earnings (OTE) of £50-55K

Work from home up to 3 days a week

25 days holiday plus bank holidays

Private health insurance

Cycle to Work scheme

Qualifications

• 4+ years experience in Customer Success (B2B SaaS).
• Excellent communicator who handles challenging conversations with confidence.
• Energised by learning a rapidly developing feature-rich product.

Responsibilities

• Develop deep understanding of each charity’s fundraising strategy and goals.
• Provide tailored guidance and share recommendations to charities.
• Conduct regular Event and Business Reviews with charities.
• Cultivate strong relationships with users and decision-makers.
• Lead onboarding and ensure measurable value for new charities.
• Partner with Account Management to monitor customer health.

Skills

Customer Success Management

Communication Skills

B2B SaaS Experience

Relationship Building

Job description

An exciting opportunity to join an industry‑leading company in the nonprofit software market as a Senior Customer Success Manager (Maternity Leave Cover).

At Enthuse, we’re on a mission to transform digital fundraising by building the technology that empowers great causes. Our donations, event registration, and fundraising platform helps thousands of charities raise millions.

Launched in 2012, we’ve come a long way — we’ve grown the team to over 70 people and now serve thousands of charities. Enthuse is headquartered in London, with operations in Scotland, Northern Ireland and the Republic of Ireland. What's more, Enthuse is the official online fundraising partner for London Marathon Events and Great Run. Reporting to the VP of Customer Success, you’ll be critical in ensuring charities achieve their fundraising objectives, while helping to grow a company of smart, passionate people who deliver real impact. This is a 12‑month fixed‑term contract covering maternity leave, starting in early January 2026.

How you’ll contribute

• Define objectives: Develop a deep understanding of each charity’s fundraising strategy, goals, and current challenges. Create action plans that map a clear, measurable path to their desired outcomes.
• Deliver value: Provide tailored guidance across your portfolio. Share recommendations, benchmarks, and best practices that enable charities to maximise their fundraising. Connect Enthuse’s capabilities to each charity’s evolving objectives to drive ongoing adoption.
• Demonstrate results: Conduct regular Event and Business Reviews to ensure charities are achieving their goals with Enthuse, and that they recognise the impact.
• Build advocacy: Cultivate strong relationships with day‑to‑day users and decision‑makers, creating advocates for Enthuse. Identify and engage new stakeholders – particularly at the senior level – to cement Enthuse as the platform of choice.
• Accelerate time‑to‑value: Lead onboarding for new charities and cross‑sells in your portfolio, ensuring they achieve measurable value within 60 days.
• Retain and grow: Partner with Account Management to monitor customer health, mitigate churn and downsell risk, and surface expansion opportunities through proactive discovery.

About you

• 4+ years experience in Customer Success (B2B SaaS), managing portfolios that include complex, multi‑stakeholder customers.
• Excellent communicator, both written and verbal, who handles challenging conversations with confidence and clarity.
• Energised by learning a feature‑rich product that's rapidly developing.

What you’ll get

• On‑target earnings (OTE) of £50‑55K for the Senior Customer Success Manager (Maternity Leave Cover) role.
• The option to work from home up to 3 days a week.
• We celebrate together with an early Friday finish, optional team drinks, team incentives, and a variety of company socials.
• We offer a generous equity options scheme at a fast‑growing, stable company backed by social‑good investors. We give back to all our employees who get us closer to achieving our mission.
• We believe work‑life balance matters and have flexible hours, working from home, and support part‑time work.
• We believe in giving back and give you one paid day to fundraise for a charity of your choice. Many of our team members also volunteer or are trustees.
• Holiday allowance: 25 days holiday and bank holidays (33 in total). We increase holidays based on length of service, so for every year you’re with us, you’ll get an additional day’s holiday up to 28 days. We also offer an additional 5 days of unpaid holiday.
• We want you to travel well with the Cycle to Work scheme and season ticket loan.
• We will support your journey through our mentor program that offers structured support from senior team members within the business and a strong network of investors and customers.
• Private health insurance coverage with plenty of benefits through Vitality.
• Places for Races! As partners of London Marathon Events and Great Run, we get access to a number of participant places for major fundraising events. So if you’re a keen runner, swimmer or cyclist – you could be in luck.

Come as you are. Love what you do.

At Enthuse, we want to create a positive impact on a global scale. And to do that we know that the people at Enthuse have to reflect all global lives and identities.

We work flexible hours, we support remote working, and if that doesn’t quite work, we’ll definitely listen to what will. We’re striving to create a place where all feel valued and welcome – and would love to hear how we could do that for you.

No matter what your background, identity, or even if your experience doesn’t exactly match — we’d love to hear from you!