Customer Success Manager

Donorbox; United States; Remote; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement plan

Paid time off

Home office reimbursement

Stock options

Job summary

Donorbox is seeking a Customer Success Manager to engage mid-tier customers and new CRM signups, guiding onboarding and adoption and delivering value through education and proactive outreach. You will work with Success, Sales, Product, and Support to ensure a smooth handoff and a strong initial activation.

This fully remote role supports activation metrics, community engagement, and opportunities for expansion across the Donorbox ecosystem, with a focus on improving activation rates and customer

Qualifications

• Bachelor’s degree or equivalent.
• 1-3 years of experience in Customer Success or Account Management (SaaS/tech).
• Strong communication skills for guiding customers effectively.
• Excellent written and verbal communication; empathetic and customer-first approach.
• Familiarity with CRM and CS platforms (HubSpot, Intercom, Gainsight).
• Ability to interpret customer data to identify trends, risks, and opportunities.
• Highly organized and able to manage multiple accounts, outreach efforts, and content projects simultaneously.
• Proactive, self-motivated, and adaptable in a fast-paced, remote environment.
• Collaborative and able to work cross-functionally with Product, Sales, and Support teams.

Responsibilities

• Manage relationships with mid-tier customers to ensure feature adoption.
• Be the first human contact for users not yet interacted with a representative.
• Conduct onboarding check-ins, webinars, and product walkthroughs to help users achieve first value.
• Identify upsell or cross-sell opportunities through customer usage analysis and pass qualified leads to Sales.
• Partner with Product and Customer Operations to surface insights, feedback, and improvement opportunities.
• Foster community engagement through online events, user groups, newsletters, and in-app communications.
• Maintain an understanding of new features and updates to share proactively with customers.
• Track and report on key metrics such as activation rates, engagement levels, NPS/CSAT, and expansion opportunities.
• Collaborate cross-functionally to ensure consistent messaging and a unified customer experience.
• Proactively reach out to new mid-tier Donorbox signups to guide onboarding and activation of our CRM and other key Donorbox products.
• Continuously look for ways to improve onboarding and engagement experience for all customers.

Skills

Strong communication

Customer-focused

Cross-functional collaboration

Self-motivated

Education

Bachelor’s degree or equivalent

Tools

HubSpot

Intercom

Gainsight

Job description

Donorbox is a leading fundraising platform and donor management system for nonprofit organizations. Our mission is to accelerate positive impact worldwide by helping nonprofits become highly effective at raising funds and managing their supporter base. Since 2014, we have powered more than 100,000 global organizations to raise over $4 billion in donations.

Our fast-growing company is profitable and bootstrapped with a healthy run rate. We have a fully distributed and diverse 150-person team based in 16+ states and 23+ countries. In 2026, Donorbox was named by Built In as one of the Best Places to Work in Washington, DC.

Donorbox is rated the #1 software for fundraising, donor management, and nonprofit payment on G2 based on hundreds of verified customer reviews — a reflection of the care our team puts into building products that nonprofits trust.

The Role

The CSM is responsible for engaging Donorbox’s mid-tier customers and new CRM signups who have yet to interact with a company representative. This role bridges Customer Success, Community Engagement, and Growth—helping customers adopt key features, recognize value, and stay connected to Donorbox through education and proactive outreach. Working closely with Customer Success, Sales, Product, and Support, you will guide customers through onboarding and adoption, create and share helpful educational resources, and identify opportunities for expansion or deeper engagement to hand off to the Sales team. You’ll also support knowledge initiatives that strengthen the self-serve experience and community learning for all Donorbox users. This role is key to improving activation rates, increasing product adoption, and fostering stronger customer relationships across the Donorbox ecosystem.

Responsibilities

• Manage relationships with mid-tier customers to ensure continued success and feature adoption.
• Act as the first point of human contact for users who have not yet interacted with a representative.
• Conduct onboarding check-ins, webinars, and product walkthroughs to help users achieve first value.
• Identify upsell or cross-sell opportunities through customer usage analysis and pass qualified leads to Sales.
• Partner with the Product and Customer Operations teams to surface insights, feedback, and improvement opportunities.
• Foster community engagement through online events, user groups, newsletters, and in-app communications.
• Maintain an understanding of new features and updates to share proactively with customers.
• Track and report on key metrics such as activation rates, engagement levels, NPS / CSAT, and expansion opportunities.
• Collaborate cross-functionally to ensure consistent messaging, smooth customer handoffs, and a unified customer experience.
• Proactively reach out to new mid-tier Donorbox signups to guide them through onboarding and activation of our CRM and other key Donorbox products.
• Continuously look for ways to improve the onboarding and engagement experience for all customers.

Qualifications & Experience

Required Skills and Qualifications:

• Bachelor’s degree or equivalent.
• 1-3 years of experience in Customer Success or Account Management (preferably in SaaS or tech).
• Strong communication skills with the ability to guide and educate customers effectively.
• Excellent written and verbal communication skills; empathetic and customer-first approach.
• Familiarity with CRM and customer success platforms (e.g., HubSpot, Intercom, Gainsight, etc.).
• Ability to interpret customer data to identify trends, risks, and opportunities.
• Highly organized and able to manage multiple accounts, outreach efforts, and content projects simultaneously.
• Proactive, self-motivated, and adaptable in a fast-paced, remote environment.
• Collaborative and able to work cross-functionally with Product, Sales, and Support teams.

Preferred Skills and Qualifications:

• Experience working with nonprofit or fundraising organizations.
• Background in customer engagement programs.
• Experience hosting webinars, writing customer education content, or creating tutorials.
• Familiarity with customer onboarding flows and product-led growth strategies.
• Passion for helping mission-driven organizations succeed through technology.

Details

• Fully remote based in US, Canada, or Mexico
• Salary: 50-70k USD annually + 3-6% commission
• Fully remote work from the comfort of your home
• Generous time off policy of 21 days (birthday included), 8 designated/floating holidays, 2 paid volunteer days, and 5+ sick days (dependent on state)
• Employer-sponsored health insurance plan through TriNet, including medical (United Healthcare), dental, vision, and life
• 401(k) retirement plan via TriNet's partner, Empower, with an employer match of up to 4%
• Reimbursement package for home office expenses and professional development, up to $1.5k
• Eligibility for employee equity plan (stock options)
• Wellness program with fitness and mindfulness classes
• Love your work and our mission of serving nonprofits!

This employer participates in E-Verify to confirm the employment eligibility of all newly hired U.S. employees. To learn more about E-Verify, please visit www.e-verify.gov .