Remote Customer Success Manager for Nonprofits

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 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