iDonate

Customer Success Manager

• Lead customers through onboarding and drive full product adoption aligned to fundraising goals
• Develop tailored enablement and customer success plans based on fundraising strategies, milestones, and technical ecosystems
• Identify and remove adoption barriers, coordinating with internal teams as needed
• Conduct regular client business reviews and roadmap discussions
• Provide informed recommendations based on nonprofit fundraising strategies, CRMs, and complementary tools
• Own renewal outcomes and maintain strong retention performance
• Identify and mitigate churn risks using customer insights, engagement data, and feedback
• Build multi-threaded relationships with executive sponsors, day-to-day contacts, marketing teams, and technical stakeholders
• Establish value-driven relationships with executive decision-makers
• Follow renewal processes, including contract documentation and internal handoffs
• Maintain consistent customer communication and respond promptly to inquiries
• Coordinate with Support, Product, Sales, and other internal teams to ensure customer outcomes
• Engage deeply to resolve customer issues and ensure timely resolution
• Provide actionable customer feedback for product and process improvements
• Participate in customer handoffs and internal workflows
• Contribute to team processes, playbooks, and best practices
• Share customer insights, learnings, and trends with peers
• Suggest and test ideas to improve the Customer Success function and customer experience