Customer Success Manager

Gravyty is a pioneering company dedicated to transforming the fundraising landscape through innovative AI-driven solutions. Our mission is to empower nonprofit organizations and educational institutions to build lasting relationships with their donors and achieve unprecedented fundraising success.

Role Overview:

As a Customer Success Manager (CSM), you will be the primary point of contact for our clients, ensuring they achieve their desired outcomes with our solutions. You will build and maintain strong relationships, understand their unique needs, and drive engagement to help them reach their fundraising and donor management goals.

We Work Mondays- Fridays (Hybrid)

Key Responsibilities:

• Client Relationship Management:
• Develop and maintain strong, long-term relationships with clients.
• Serve as the main point of contact, providing timely and effective support and guidance.

• Customer Advocacy:
• Act as the voice of the customer within Gravyty, providing feedback to product and development teams to enhance the customer experience.
• Identify and address any issues or concerns, working proactively to prevent potential problems.

• Success Planning and Monitoring:
• Develop customized success plans tailored to each client’s unique goals and objectives.
• Monitor client progress and engagement, providing insights and recommendations for improvement.
• Much of your work is cheering on customers and helping them believe in their ability to execute the customer-focused solutions you propose.
• Execute at a high level to achieve individual and team goals around activation, account success, and product adoption
• You’ll be the client’s internal advocate, surfacing and championing user requests

• Renewals and Upselling:
• Drive customer renewals by demonstrating the value and impact of Gravyty’s solutions.
• Identify opportunities for upselling additional products or services to meet client needs.

• Performance Reporting:
• CSMs work regularly with cross-functional internal teams (including Sales, Marketing, Support, and Product, Design, & Engineering) to surface customer feedback and improve the entire customer experience
• Track and report on key performance metrics, including customer satisfaction, retention rates, and engagement levels.
• Present regular updates to internal stakeholders on customer success initiatives and outcomes

Qualifications:

• Experience:
• 2-5 years of experience working for a nonprofit organization in fundraising or development; this is essential for understanding our customers
• 2-5 years of experience in a sales or post-sales role as a Customer Success Manager, Account Manager, Account Executive, or similar
• Proven track record of hitting and exceeding individual KPIs
• Experience working with nonprofit CRMs and online fundraising tools
• Excellent written and verbal communication skills
• Native level English

• Skills:
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a proactive approach to addressing challenges.
• Ability to work independently and manage multiple priorities in a remote work environment.
• Familiarity with customer success software and CRM tools (e.g., Salesforce, Gainsight).