Customer Success Manager

Want to help us, help others? We’re hiring! 

GoFundMe is a global community of over 150 million people who come together every day with the common purpose of helping one another. Our mission is to help people help each other through our best in class technology. In 2022, GoFundMe joined together with Classy, a leading nonprofit fundraising software company that enables nonprofits to connect supporters with the causes they care about. Together, we have empowered people and organizations to raise more than $30 billion since 2010. Our vision is to become the most helpful place in the world.

Join us! The GoFundMe team is searching for our next Customer Success Manager! As a CSM, you will learn the ropes of providing exceptional coaching support to our organizers. You will be instrumental in ensuring they receive the foundational advice and enablement needed to make their fundraisers on GoFundMe more successful. With support and supervision, you'll execute basic operational and technical assignments, actively seeking guidance to enhance your contributions to the team's productivity and impact.

The Job…

• Organizer success: Leverage internal resources, existing knowledge, cross functional ideas, and industry best practices to accelerate high-potential fundraising to drive Gross Donation Volume (GDV) on the GoFundMe platform and protect the GoFundMe brand.
• Collaborative efforts: Support interactions with the Global Go-to-market (GGTM) team, RD&D, RCPI, Care and other departments, and liaise on customer-related issues and insights.
• Opportunity identification: Begins to recognize customer needs and feedback during interactions, aiming to identify basic opportunities for business development or support enhancements, and shares these findings with senior team members.
• Learning and development: Engage in continuous learning to develop your knowledge in effectively advising organizers, including understanding the technical aspects necessary for resolving account issues.
• Queue & escalation assistance: Be on call for urgent high brand risk and or/high impact fundraisers, readily available and ensure coverage is provided for both customers and internal teams. 
• Customer coaching: Participate in handling customer queries through multiple channels, including  email, text and phone, focusing on technical concerns and custom coaching advice to accelerate GDV. Be readily available and flexible for Tier 1 and Tier 2 customers to strategize, coach and maximize their fundraising efforts. Driver for Tier 2 and Tier 3 customer classification; supports Tier 1 customers with assistance of CSM2 or above.
• Internal support: Assist in creating and refining coaching resources for the GGTM  team, contributing to our collective knowledge base.
• Project management assistance: Participate in internal projects under supervision, performing tasks that contribute to team efficiency and customer satisfaction, while also offering insights during team discussions for potential impactful initiatives.

Quantitative Performance Measurement:

• Drive GDV: Coach organizers on best practices to increase their fundraiser success and therein GDV (Gross Donation Volume)
• Fundraisers coached: Maintain assigned coaching volume that strikes a balance across quality and efficiency*
• Corporate affairs collaboration: Coach organizers in meaningful ways to improve fundraiser quality to be passed to Corporate Affairs to be ‘pitch-able’ or ‘shareable’ for amplification*

*Metrics subject to adjustment depending on the current landscape of incoming requests and evolving team focus.

You… 

• 1-2 years experience in an outbound sales role
• 1+ year in consumer or nonprofit fundraising is preferred
• Ownership: Approach all escalations, tickets, projects and areas of involvement with an entrepreneurial mindset. Approach these areas of involvement with agility and creativity to get to resolution ASAP and optimize customer success opportunities. 
• Emotional resilience: Demonstrate the ability to remain positive and recover quickly from setbacks.
• Empathy and Emotional Intelligence: Show genuine understanding and concern for the needs and feelings of both customers and fellow employees.
• Eager to learn from experimentation: Actively engage in experimenting with new approaches to solving customer issues or improving work processes, under the guidance of more experienced team members. Show resilience by viewing failures as learning opportunities and quickly adapt and apply lessons learned to find effective solutions.
• Embrace change: Adapt to new processes and environments with a constructive and flexible attitude.
• Team player: Work cooperatively and effectively within the team, contributing to a constructive team environment.
• Genuine Interest: Display a sincere curiosity and interest in learning about GoFundMe and the unique challenges faced by the customer personas and markets we support.
• Intentional communicator: Communicate clearly and effectively, ensuring messages are understood.
• Phone skills: Proficient in phone skills including coaching customers over the phone and problem solving live. 
• Familiarity with internal tools: Develop an understanding of internal tools such as Google Sheets and Zendesk, using them effectively in daily tasks.
• Following established processes: Learn and follow existing processes closely, while being encouraged to suggest improvements.
• Agile: Begin to handle transitions between providing escalated technical support and offering strategic advice under guidance.
• Balancing speed and quality: Learn to manage tasks efficiently without compromising on the quality of work, under close supervision and feedback.
• Self-motivated: Exhibit a proactive approach to learning and taking on new tasks.

Why you’ll love it here...

• Market competitive pay.
• Rich healthcare benefits including employer paid premiums for medical/dental/vision (100% for employee-only plans and 85% for employee + dependent plans) and employer HSA contributions. 
• 401(k) retirement plan with company matching.
• Hybrid workplace with fully remote flexibility for many roles.
• Monetary support for new hire setup, hybrid work & wellbeing, family planning, and commuting expenses.
• A variety of mental and wellness programs to support employees.   
• Generous paid parental leave and family planning stipend.
• Company provided life and disability coverages.
• Supportive time off policies including vacation, sick/mental health days, volunteer days, company holidays, and a floating holiday.
• Learning & development and recognition programs.
• “Gives Back” Program where employees can nominate a fundraiser every week for a donation from the company.
• Inclusion, diversity, equity, and belonging are vital to our priorities and we continue to evolve our strategy to ensure DEI is embedded in all processes and programs at GoFundMe. Our Diversity, Equity, and Inclusion team is always finding new ways for our company to uphold and represent the experiences of all of the people in our organization.
• Employee resource groups.
• Your work has a real purpose and will help change lives on a global scale.
• You’ll be a part of a fun, supportive team that works hard and celebrates accomplishments together. 
• We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose.
• We are a certified Great Place to Work, are growing fast and have incredible opportunities ahead!

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences. We are committed to providing diversity, equity, and inclusion training to all employees, and we do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

The total annual salary for this full-time position is $65,000 - $85,000 + equity + benefits.  As this is a remote position, the salary range was determined by role, level, and possible location across the US. Individual pay is determined by work location and additional factors including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range based on your location during the hiring process. 

If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact us at [email protected]. 

Dedication to Diversity 

GoFundMe and Classy are committed to leveraging Diversity, Equity, Inclusion, and Belonging to cultivate a culture that embraces and supports the unique identities, experiences, and perspectives of our people and customers.

Our diversity recruiting priority is recognized under our first DEIB Driver: Opportunity Foster Diversity - we identify, recruit, and invest in top talent- ensure our people reflect the unique identities, experiences, and perspectives of the communities we serve and are all given the chance to grow.

Global Data Privacy Notice for Job Candidates and Applicants:

Depending on your location, the General Data Protection Regulation (GDPR) or certain US privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. 

Learn more about GoFundMe:

We’re proud to partner with GoFundMe.org, an independent public charity, to extend the reach and impact of our generous community, while helping drive critical social change. You can learn more about GoFundMe.org’s activities and impact in their FY ‘23 annual report.

Our annual “Year in Help” report reflects our community’s impact in advancing our mission of helping people help each other.

For recent company news and announcements, visit our Newsroom.