Head of Customer Success at Scale

Givelify is a fintech-for-good company where brilliant minds come to power the most loved and trusted online and mobile giving app platform. Thanks to over 1.3 million generous donors, we’ve helped 60,000 nonprofits and places of worship raise more than $4 billion. Together, they’re changing their world with kindness and generosity.   

Inc. 5000, the Stevies® Awards, Gartner, Forbes, and many more have recognized our story, innovations, and achievements. Our award-winning team builds products and experiences that put more good into the world. We love to take on big challenges because we know our work matters. 

Come make an impact at one of the fastest-growing private companies in the U.S. Be part of a talented team of big-hearted individuals, earning competitive pay with excellent benefits. 

About your role:

We seek a Head of Customer Success at Scale to join our virtual team. If you’re an expert at driving customer success at scale while using your skills in 1-to-many (500+) and low-touch digital engagement models, you will develop and drive Givelify customers to fruitful outcomes within a cross-functional environment and the challenge of scaling product success at a high performing Fintech-for-Good company sounds exciting, we would love to connect with you!  

The Head of Customer Success at Scale will get to:

• Collaborate cross-functionally with Marketing, Revenue Operations, and Data Science/Analytics teams to own, develop, and execute strategies to increase customer retention and lifetime value at scale
• Develop a digitally-led, low-touch customer communication/engagement strategy through the customer lifecycle – including onboarding and launch 
• Develop and execute strategies to educate and mature customers in the value propositions, use, and best practices of Givelify products, features, and services (e.g., webinars, SEO campaigns, and social media)
• Use data to discover the needs, measure the health, and advocate for customers of the assigned low-touch customer segments 
• Develop processes to manage escalated and at-risk, low-touch customers with a focus on maximizing ROI 
• Work with Revenue Operations to build reports, dashboards, and scorecards to communicate the customer health, retention probability, and effectiveness of low-touch customer success programs 

Your experience:

• Bachelor’s Degree, MBA/Consulting experience preferred
• 5+ years of related experience  
• Digital engagement, customer success, customer lifecycle, and customer journey
• Familiarity with digital marketing tech stack (Salesforce, Pardot, Gainsight, Marketo, webinars, etc.)
• Data-driven/informed using KPIs to measure impact and ROI
• Proven track record in performing well in a fast-paced environment and organizational skills to manage multiple projects with tight deadlines effectively 
• Up to 10% of domestic US travel

Your superpowers:

• Skills in developing educational or tutorial content to drive adoption, retention, and growth  
• Ability to conduct high-impact customer webinars for large audiences 
• Proven ability to drive adoption at scale in a cross-functional environment 
• Top-notch communication and presentation skills, including experience communicating data-driven insights to senior-level executives 
• Self-starter with proven ability to own projects from initial development to rollout 
• Outstanding problem-solving, strategic, and analytical skills combined with an excellent eye for business
• Ability to build effective relationships (listen, communicate, influence, and collaborate) at all organizational levels to deliver results 
• Strong organizational skills. Excellent execution and follow-through skills 
• Ability to adapt and change with the needs of the organization and business 

Our Culture:

We are a virtual team of award-winning and high-performing professionals who innovate and collaborate to fulfill our mission to instantly connect people to causes that matter most to them so they can change their world with kindness and generosity. Our four keys to success - integrity, heart, simplicity, and wow - fuel our passion to be recognized among the tech industry’s most inclusive and purpose-driven workplaces.   

We are steadfast in our conviction to overcome challenges while performing meaningful work alongside some of the most brilliant minds and biggest hearts. It propels our growth as individuals and as a team. We are committed to respecting each other in our workplace, firmly believing diversity is our strength.     

At the heart of everything we do are our giving community, our donors and our partner organizations. We lean on research and human-centered design to consistently push the envelope and innovate our products and customer experiences.   

We take great pride in providing competitive pay, full benefits to help care for you today and in the future, amazing perks (including flexible PTO), and, most importantly, the opportunity to put passion and purpose front and center. 

About Givelify:

Givelify is the most loved and trusted online and mobile giving platform. Along with its powerful donation management system, it’s the fastest-growing technology for advancing generosity in the world. We instantly connect people to their heart’s impulse to do good with award-winning products and experiences. A global community of more than 1.3 million generous people support their favorite churches, places of worship, nonprofits and causes with over $4 billion in donations across more than 60,000 organizations. Givelify leads all giving apps on the App Store and Google Play Store with more than 90,000 verified authentic reviews with an average 4.9 out of 5-star rating. 

Ready to grow the world’s most loved mobile giving app? Apply below.