Customer Success Manager

Role Overview

The Customer Success Manager is responsible for engaging mid-tier customers and new CRM signups, guiding them through onboarding and adoption, and identifying opportunities for expansion or deeper engagement. This role bridges Customer Success, Community Engagement, and Growth, helping customers adopt key features, recognize value, and stay connected to Donorbox through education and proactive outreach.

What You Will Do

Manage relationships with mid-tier customers, conduct onboarding check-ins, webinars, and product walkthroughs, identify upsell or cross-sell opportunities, and foster community engagement through online events and in-app communications.

Why It Might Be a Fit

The ideal candidate will have strong communication skills, experience in Customer Success or Account Management, and the ability to interpret customer data to identify trends, risks, and opportunities.

Requirements

• 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

Benefits

• 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

Tagged as: Gainsight, HubSpot