Customer Success Specialist

Remote /
Support and Success – Success /
Full-time
Company Description
Givebutter is the #1 rated fundraising platform on G2, powering more than $150M in donations annually for thousands of good causes. Over the past two years, our team of 3 has become a fully remote team of 30+ Butter Slices, spread across 21 states and five countries. We've been certified as a Great Place to Work in 2021 and 2022, and our founders were recently featured on Forbes’ 30U30 list for Social Impact.

Our mission is to empower the changemaker in all of us. We believe giving should be fun, so you’ll want to do it again, and we also believe that work should be fun, so that you’ll have the greatest impact. We are excited to hear from talented people who want to work with other talented people in making the world a butter place—and have fun along the way.

Role Description
The Givebutter Success team is looking for an outstanding relationship-builder with a combination of fundraising expertise and technical aptitude who can leverage every resource available to our customers to steward them to fundraising success. As a member of our growing team, you will have the opportunity to support the fundraising efforts of some of our newest users, launching their successful fundraising from the very beginning.

The Success Specialist’s role is to assist new users and soon-to-be users in understanding the capabilities of the Givebutter platform and running their first fundraising campaign(s). Working regularly with cross-functional internal teams (including Support, Marketing, and Product & Engineering) to surface customer feedback and improve the entire customer experience.

We want to hear from people who...

    • Have background experience with nonprofits, institutional advancement, or fundraising. This experience is vital to understanding our customers and establishing expertise.
    • Are tech literate. Learning new tools and playing with new software fills you with joy, not dread. Relevant experience with CRM software (we use HubSpot) and support software (we use Intercom and Front) is a huge plus.
    • Are always making connections. Whether it’s with a major donor, a new volunteer, or a board member, you naturally find the common ground. 
    • Have excellent written and verbal communication skills. You’ll need to be able to communicate clearly to customers, and as a remote team, most of our communication is written.
    • Are good listeners. You can hear a customer issue and quickly understand the root of the problem.
    • Can be diplomatic. You can balance the customer needs in tandem with your workload, and know when to ask for help.
    • Are confident! Much of your work is cheering on customers and helping them believe in their ability to execute the client-focused solutions you propose. You’ll also be their internal advocate, surfacing and championing user requests.

Responsibilities

    • Serve as a lead point of contact for new and potential customer accounts, quickly building rapport and establishing a trusted advisor relationship. 
    • Become a subject expert in the Givebutter platform and leverage fundraising expertise to assist with fundraising strategy via email and video chat.
    • Execute at a high level to achieve team goals around conversion, activation, and customer satisfaction.
    • Assist in teamwide retention and expansion initiatives. 
    • Collaborate with Success team members and other Givebutter teams to craft resources for all customers and gather information for customer insight as needed. 
Benefits
Remote Work: Work from anywhere in the United States.
Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees.
Vacation and Holiday: Take up to 15 days of paid vacation time per year plus additional days per year with the company. We also take off all 10+ Federal Holidays and provide 2 floating holidays.
Parental Leave: We offer 12 weeks paid parental leave for both primary and secondary caregivers. 
Team Retreats: Participate in team trips each year to meet and work in person as soon as it is safe to do so.
Home Office Stipend: Upgrade your home office with company-sponsored expenses including high-quality laptops, monitors, and modern technology.
Charitable Giving: Employees are encouraged to donate up to $50/month to any verified nonprofit they wish to support on Givebutter.
Professional Development: We offer learning and development reimbursement opportunities.
Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you're doing and the company you work for.