Network for Good is a Certified B Corporation in growth mode. We are a Software-as-a-Service (SaaS) social enterprise that helps nonprofits raise more money online with our affordable, effective, and innovative online fundraising software and training programs. Since 2001, more than 100,000 charities have raised over $1 billion dollars through the Network for Good platform. In addition to liberal paid time off and free gym membership, Network for Good offers its eligible employees and their dependents (including domestic partners) a comprehensive, competitive benefits package. We contribute generously to a 401k plan and we support the volunteer activities of our employees.

The Customer Success Manager will drive engagement, retention and success of a subset of Network for Good’s customers, specifically those using our peer-to-peer fundraising software. The role requires the ability to adapt, build and scale the department’s strategy while rolling up your sleeves to work directly with customers to provide quality consultation and service to optimize NFG’s tools.  The role is part customer engagement, part management and part start-up.

This position collaborates closely with the Senior Manager of Customer Success as well as product, development and sales teams to ensure delivery of the best possible customer experience. The Customer Success Manager has one direct report. 

• Drive adoption of NFG products and services across all customers
• Deliver “wow” customer experiences throughout the customer journey
• Provide regular consultation and business reviews with customers in specified subset to understand client goal and optimize their fundraising results
• Develop customer health metrics and create executive-level reporting on a weekly basis
• Manage contractual obligations across the specified subset of customers
• Identify opportunities for references, case-studies and testimonials and work with marketing/content to bring those stories to final product.
• Collaborate closely with product team to develop enhancements to existing service from requirements to customer communication to driving feature adoption.
• Manage monthly invoicing log for submission to Controller’s office, for customer billing
• Grow team roles and responsibilities to adapt with changing business needs and customer requirements.
• Provide support to the sales team, as needed

• Achieve 100% renewal of customer base and work to expand revenue from existing customers

• At least four (4) years’ experience in Customer Success, Account Management, Customer Service
• Experience managing and building a team of high performers
• Working knowledge of web-based applications and SaaS business model
• Thrives in fast-paced environment with desire to build and grow a business line
• Entrepreneurial approach that builds and nurtures strong and lasting relationships both internally and externally

• Exceptional project management skills, which to us means an innate ability to help develop a strategy, build on it creatively and opportunistically, and implement it with a keen sense of organization and an eye on results
• Experience working with nonprofit, philanthropic, crowdfunding or higher education sectors preferable

Candidates submitting an application must have legal authorization to work in the United States.

To apply, please submit your cover letter and résumé.