Senior Customer Success Manager (Maternity Leave Cover)

Enthuse; England; Hybrid; GBP 50,000 - 55,000; Full time

Job summary

A nonprofit software company in the UK is looking for a Senior Customer Success Manager to cover maternity leave for 12 months. This role involves helping charities optimize their fundraising efforts and requires over 4 years of experience in Customer Success, preferably in B2B SaaS environments. The position offers a salary of £50-55K, flexible work from home options, and generous benefits, including holidays, equity options, and health insurance.

Benefits

Work from home up to 3 days a week

Equity options scheme

25 days holiday and bank holidays

Cycle to Work scheme

Private health insurance

Mentor program support

Qualifications

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

Responsibilities

• Develop a deep understanding of each charity's fundraising strategy, goals, and challenges.
• Provide tailored guidance across your portfolio and connect Enthuse's capabilities to charities' objectives.
• Conduct regular Event and Business Reviews to ensure charities achieve their goals.
• Cultivate strong relationships and build advocates for Enthuse.
• Lead onboarding for new charities and ensure they achieve measurable value quickly.
• Partner with Account Management to monitor customer health and identify expansion opportunities.

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).

£50-55K Fixed Term 12 month Contract.

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 chrun 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

• £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!