Customer Success Manager

Our mission is to inspire, ignite and grow cause-led movements to shape the future of our planet and everything on it. We create and deliver innovative fundraising and engagement programmes for nonprofits globally. Your role is to help our fantastic clients harness the power of digital to achieve their fundraising and engagement goals.

Reporting to: Head of Customer Success
Start date: April 2019
Salary: £45k

The role

We’re looking for a Customer Success Manager to create long-term, trusting relationships with our clients. Your role is to onboard, educate and advise our clients to help them achieve excellent results using our technology and services.

Your responsibilities will include:

  • Project manage the onboarding of new clients
  • Provide outstanding support and assistance to onboarded clients, addressing any issues with speed and efficiency
  • Educate and advise clients on digital fundraising best practices
  • Set, track and monitor client goals and support clients in achieving these
  • Assist the Account Manager in ensuring successful contract renewals
  • Identify upselling and cross-selling opportunities
  • Work effectively with the wider team to ensure smooth delivery of client needs balanced with ongoing product development
  • Identify how our products and services can be improved
  • Ensure that contract terms and conditions are met
  • Be an advocate for promoting fundraising best practice to the wider sector
  • Occasional travel to clients when required

What we’re looking for

This role will suit someone who is passionate about fundraising and enjoys building relationships with people. You should apply if you believe that digital fundraising is a valuable and necessary tool for nonprofit organisations.

For this role, you should:

  • Ideally have proven experience of working within the higher education or nonprofit sectors
  • Be well informed on digital fundraising best practices
  • Be well organised and have excellent project management skills
  • Have strong communication skills (both written and verbal)
  • Be able to problem-solve effectively
  • Be a self-starter and work independently

How to apply

To apply, please send your CV to with brief answers to the following:

  • Why do you want the role?
  • Describe your relevant experience and past performance.
  • What type of work environment brings the best out of you?