Enterprise Customer Success Manager

Donorbox; United States; Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

Fully remote

21 days PTO

Health insurance

401(k) with employer match

Home office stipend

Stock options

Wellness program

Volunteer days

Job summary

Donorbox seeks an Enterprise Customer Success Manager to lead relationships with Tier 1 nonprofit clients and collaborate with Sales, Customer Org, and Product/Engineering teams to drive client outcomes and expansion opportunities.

You will focus on retention, satisfaction, and success with our platform, leveraging data and best practices to maximize fundraising results.

Qualifications

• 3+ years of nonprofit fundraising experience.
• 5+ years in B2B SaaS as a Customer Success Manager.
• Proven experience in account management, sales, customer success, or support.
• Comfortable with data analysis and CRMs (HubSpot, Salesforce, ClientSuccess).
• Excellent written and verbal communication skills.
• Ability to work independently with strong organizational skills.
• Compassion towards nonprofits and their challenges.

Responsibilities

• Manage and retain Tier 1 & strategic accounts and build long-term relationships.
• Develop relationships with top clients to understand mission, market position, and fundraising goals.
• Advocate for and optimize the product to increase client revenue and utilization.
• Provide insights on implementation, UX, and marketing to clients.
• Develop systems to manage a large number of accounts proactively.
• Prioritize accounts and allocate resources with sound business judgment.
• Use data to develop strategies to optimize revenue.
• Provide guidance to help clients fundraise more effectively.
• Support via email, phone, and video conference to resolve issues.
• Collaborate with team to ensure high-quality service.
• Communicate with managers/executives to improve processes.
• Record all interactions in HubSpot.

Skills

Nonprofit fundraising

B2B SaaS

Account management

Data analysis

CRM experience (HubSpot, Salesforce, e

Communication skills

Independent worker

Empathy

English proficiency

Education

Bachelor’s degree

Tools

HubSpot

ClientSuccess

Salesforce

Job description

About Donorbox

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

As an Enterprise Customer Success Manager (eCSM) you will be pivotal in managing and nurturing relationships with our strategic accounts, specifically our Tier 1 clients. You will collaborate closely with our Sales, Customer Org, and Product/Engineering teams to ensure that our clients achieve their desired outcomes with our product, while also identifying opportunities for expansion and driving renewals. This is a highly impactful role, focused on customer retention, satisfaction, and overall success with our platform.

Responsibilities

• Manage and retain our Tier 1 & strategic accounts and build long-term relationships to ensure client satisfaction.
• Develop strong relationships with top clients, understanding their mission, market position, and fundraising goals.
• Advocate for and optimize our product to increase client revenue and utilization.
• Provide insights and best practices on implementation, UX, and marketing to clients.
• Develop systems to manage a large number of accounts proactively and efficiently.
• Use sound business judgment to prioritize accounts and efficiently allocate resources.
• Use data analysis to develop and implement strategies to optimize revenue.
• Make educated recommendations to help clients fundraise more effectively.
• Provide support via email, phone, and video conference to resolve client issues and answer questions.
• Work closely with team members to resolve issues and ensure the highest quality of service.
• Communicate effectively with managers/executives to build processes and workflows for efficiency.
• Record and track all customer interactions in HubSpot.

Required Skills and Qualifications:

• 3+ years of experience serving as a nonprofit fundraiser. You need to understand how nonprofits function and the critical role they play in society.
• 5+ years of experience in B2B SaaS business model as a Customer Success Manager. Capable of making expert recommendations of our product to support the technical aspects of fundraising.
• Proven experience in account management, sales, customer success, or support roles.
• Comfortable with data analysis, spreadsheets, and CRMs (ClientSuccess, HubSpot, Salesforce, etc.). Ability to learn and use various systems to understand client needs before engagement.
• Excellent written and verbal communication skills. Comfortable with initiating conversations, accepting rejection, and continuous follow-up.
• Ability to work independently with strong organizational skills and attention to detail.
• Must be compassionate towards nonprofits, understanding their challenges, and showing empathy in interactions.

Qualifications & Experience

• Competency in a CRM (ClientSuccess/Hubspot preferable) required.
• Bachelor’s degree in related field.
• Experience in developing strategic account plans for risk mitigation and client retention.
• Direct experience working with nonprofit organizations in a professional capacity.
• Speaks/Writes English (required) & French (preferred)

Details

• Fully remote based in the United States
• Salary: 70-90k + 3-6% commission

Benefits & Perks

• 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.