Customer Success Manager

This is a Fully Remote Job About Our Client: The organization operates a fundraising platform and donor management system designed for nonprofit organizations. Since 2014, it has supported over 100,000 global organizations in raising more than $4 billion in donations. The team is fully distributed and diverse, consisting of 150 employees across multiple states and countries. The platform is recognized as a leading software solution for fundraising, donor management, and nonprofit payments. About the Opportunity: The CUSTOMER SUCCESS MANAGER is responsible for engaging mid-tier customers and newly signed CRM users who have not yet interacted with a representative. This role bridges customer success, community engagement, and growth by guiding customers through onboarding, promoting product adoption, and fostering ongoing relationships. The position contributes to improving activation rates, increasing product usage, and supporting customer retention and expansion. Responsibilities: Manage relationships with mid-tier customers to support success and feature adoption. Serve as the initial human contact for new users without prior representative interaction. Conduct onboarding check-ins, webinars, and product walkthroughs to facilitate first value. Identify upsell and cross-sell opportunities by analyzing customer usage; refer leads to Sales. Collaborate with Product and Customer Operations to provide feedback and insights. Engage the community through events, user groups, newsletters, and communications. Stay informed on product updates to proactively share information with customers. Track and report metrics including activation rates, engagement, NPS/CSAT, and expansion opportunities. Coordinate cross-functionally to ensure consistent messaging and smooth customer transitions. Proactively assist new mid-tier signups with onboarding and activation of CRM and related products. Continuously seek improvements to onboarding and engagement processes. Requirements: Bachelor’s degree or equivalent. 1 to 3 years of experience in Customer Success or Account Management, preferably in SaaS or technology. Strong communication skills with customer education capability. Excellent written and verbal communication; empathetic, customer-focused approach. Familiarity with CRM and customer success tools such as HubSpot, Intercom, or Gainsight. Ability to analyze customer data to identify trends and opportunities. Highly organized with the ability to manage multiple accounts and projects. Proactive, self-motivated, and adaptable to a fast-paced, remote work environment. Collaborative mindset to work with Product, Sales, and Support teams. Preferred Qualifications: Experience with nonprofit or fundraising organizations. Background in customer engagement programs. Experience delivering webinars and creating customer education content. Knowledge of onboarding flows and product-led growth strategies. Passion for supporting mission-driven organizations through technology. Pay Range and Compensation Package: Salary range of 50,000 to 70,000 USD annually plus 3 to 6 percent commission. Benefits & Perks: Fully remote work. Generous time off including 21 days, 8 holidays, 2 paid volunteer days, and 5+ sick days. Employer-sponsored health insurance covering medical, dental, vision, and life. 401(k) retirement plan with employer match up to 4 percent. Reimbursement for home office expenses and professional development up to $1,500. Eligibility for employee equity plan (stock options). Wellness program with fitness and mindfulness classes. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.