Customer Success Manager

GivingIQ; Northern (KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

DonateStock is seeking a Customer Success Manager to onboard nonprofits, train users, and support ongoing relationships. The role blends onboarding, training and some inbound sales duties, with a focus on driving fundraising success for nonprofit customers.

The position is contract with potential for full-time employment. A strong emphasis on CRM and support tools, proactive problem-solving and excellent communication is required.

Qualifications

• Proven experience developing customer relationships and growing accounts.
• Excellent communication, interpersonal and relationship-building skills.
• Aptitude for developing and delivering onboarding and training programs.
• Proactive problem-solving and customer support skills.
• Experience with CRM, chat, ticketing and other customer success tools.
• Strong organization and priority management skills.

Responsibilities

• Onboard nonprofit customers and deliver training programs.
• Provide exceptional customer support and resolve inquiries promptly.
• Build and maintain strong relationships with nonprofit customers.
• Collaborate to develop and implement customer success strategies.
• Assist inbound sales by handling inquiries and guiding prospects through the process.

Skills

Relationship mgmt

Communication

Training design

Problem solving

Time management

Organization

CRM tools

Chat tools

Ticketing systems

Tools

CRM software

Live chat tools

Ticketing systems

Job description

DonateStock is leading the movement to make charitable stock gifting easy for donors, financial advisors and nonprofits. The Customer Success Manager is a key member of the team with a focus on onboarding, training and supporting nonprofit organizations, as well as performing some inbound sales duties. This is a contract position with the potential for full-time employment. The company will provide comprehensive training to the selected candidate.

Key Responsibilities

Nonprofit onboarding and training:

Implement onboarding and training programs for new Nonprofit customers.

Ensure Nonprofits are well-equipped to leverage DonateStock's platform.

Identify and address exceptions promptly and professionally to ensure timely processing of donations.

Continuously assess and improve the onboarding and training process based on Nonprofit feedback and success metrics.

Customer support and relationship management:

Serve as the primary point of contact for Nonprofits throughout their customer journey.

Provide exceptional customer support, addressing inquiries and resolving issues in a timely manner.

Build and maintain strong, long-lasting relationships with Nonprofit customers.

Customer success execution:

Collaborate across the organization to develop and implement customer success strategies.

Consult with and train nonprofits to enhance their fundraising success.

Monitor and report on key customer success metrics.

Inbound Sales Support:

Respond to inquiries about DonateStock's solution and value proposition.

Follow-up with prospective customers to help them through the sales process.

Collaborate with the sales team to handoff for inbound leads that require more advanced sales support.

Requirements

Proven experience in developing customer relationships and growing customer accounts.

Excellent communication, interpersonal, and relationship-building skills.

Aptitude for developing and delivering engaging onboarding and training programs.

Proactive problem-solving and customer support skills.

Experience with CRM, Chat, ticketing and other customer success tools.

Strong organization and priority management skills.

Location

The role is mostly virtual (requiring a dedicated home workspace) but will entail in-person team meetings in Houston and/or Dallas, TX.

Key Attributes

Passion for helping nonprofit organizations succeed.

Customer-centric mindset with a focus on delivering value.

Goal-oriented team player with a results-oriented work ethic.

Ability to thrive in a fast-paced, dynamic environment.

Optimistic perspective with a desire to receive coaching and professional development.

Seeking to an opportunity, not just a job.