Senior Enterprise Customer Success Manager

February 26

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Classy

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Classy is an innovative fundraising platform designed specifically for nonprofits. It provides a variety of tools such as customizable donation forms, crowdfunding options, event ticketing, and peer-to-peer fundraising capabilities. Classy's platform also offers advanced features like fundraising intelligence powered by AI, integration with various systems, and secure payment solutions. The company supports a wide range of nonprofits, from healthcare to churches, and emphasizes building lasting donor relationships and community engagement. Its platform is highly scalable and suitable for both local and international fundraising efforts, making it a trusted partner for many of the world's leading nonprofits.

Nonprofit • Charity • Fundraising Software • Social Sector • Social Impact

201 - 500 employees

Founded 2011

🤲 Charity

☁️ SaaS

🤝 Non-profit

📋 Description

• Classy, an affiliate of GoFundMe, is a Public Benefit Corporation and giving platform that enables nonprofits to connect supporters with the causes they care about. • The Senior Enterprise Customer Success Manager (CSM) is a strategic partner to Classy’s largest and most impactful nonprofit clients. • This role focuses on account management, relationship management, and project management to drive client success and maximize their impact. • Key success metrics include GDVR, year-over-year growth, and retention. • This role requires expertise in strategic fundraising, multi-threaded account engagement, and ensuring organizations achieve key lifecycle milestones on the Classy and GoFundMe platforms. • Manages high-value accounts and is the primary point of contact, ensuring their long-term success and satisfaction. • Drive logo retention within your book of business. • Ensure customer value realization milestones are met throughout the customer journey. • Drives adoption of Classy and GoFundMe platform features, maximizing donation realization and year-over-year revenue growth. • Owns discovery & strategic discussions to identify opportunities to expand usage of the platform, minimize risk, and proactively retain GDV on the platform. Work closely with your Account Executive on strategies for execution. • Develop and execute customized account plans to meet client goals, leveraging deep knowledge of the nonprofit fundraising landscape. • Responsible for finding potential risks (including competitive intelligence) and overcoming objections by value selling current usage of the platform with a broad range of individuals within organizations including discovery calls, overcoming objections, and value-based product demonstrations to retain GDV.

🎯 Requirements

• 5+ years of experience working in customer success, account management, or a similar customer-facing role • Driven, self-motivated, enthusiastic, and with a “can-do” attitude • Strong relationship-building capabilities • Excellent communication (verbal/written) and interpersonal skills • Confidence and calm when navigating hard customer conversations • Proactive, results-driven mindset with a bias for speed and action • Professional executive presence • The ability to listen, empathize and ask clarifying questions to identify customer needs and translate them into solutions • Skilled at partnering cross-functionally to solve technical issues and identifying when issues need to be escalated • Proficient at assessing customer risks and developing mitigation strategies

🏖️ Benefits

• Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year. • Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere. • Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together. • Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits. • Holistic Support: Enjoy financial assistance for things like hybrid work, family planning, and commuting, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being. • Growth Opportunities: Participate in learning, development, and recognition programs to help you thrive and grow. • Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups. • Community Engagement: Make a difference through our volunteering and Gives Back programs.