Customer Success Manager

Donorbox

. Manage relationships with mid-tier customers to ensure continued success and feature adoption.

Posted 10/9/2026full-timeRemote • United States, Canada, MexicoJunior💰 $50,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management, with a strong focus on onboarding, customer engagement, and data analysis to drive feature adoption and upsell opportunities. Proficient in collaborating cross-functionally to enhance the customer experience and support mission-driven organizations.

Highest-signal resume keywords

Customer Success ManagementCRM FamiliarityData AnalysisWebinar HostingCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer OnboardingCustomer Engagement ProgramsFeature Adoption StrategiesUpsell and Cross-Sell IdentificationCustomer Data Interpretation

Soft Skills

Strong Communication SkillsEmpathetic ApproachHighly OrganizedProactive AttitudeAdaptability

Tools & Technologies

HubSpotIntercomGainsight

Industry Keywords

SaaSNonprofit OrganizationsFundraisingCustomer Success Platforms

About the role

Key responsibilities & impact

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 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 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 CRM and other key products.
Continuously improve the onboarding and engagement experience for all customers.

Requirements

What you’ll need

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.
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.
Must be based in the US, Canada, or Mexico.
Employment eligibility verification applies to newly hired U.S. employees.

Benefits

Comp & 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!