Director of Customer Success

Why just have a job when you can live your Purpose?  We are Givelify, a minority-owned FinTech-for-Good company that uses human-centered design, jobs-to-be-done, & data to create experiences that inspire kindness & generosity and celebrate putting more good into the world. In fact, Givelify’s mobile giving app consistently leads the App Store and Google Play in downloads, reviews and 5-star ratings amongst all giving apps. More than 1.5 million donors and over 55,000 organizations trust Givelify for inspiring kindness, generating more than $3 Billion in generosity.  

We seek a Director of Customer Success to join our virtual team. If you’re someone who will maximize customer success by driving product and service adoption, cultivating success stories of measurable outcomes, and developing customer advocates while using your customer success and leadership skills, you will build and develop a team of dedicated Giving Success Coaches (customer success managers) to engage Givelify customers and work within a cross-functional environment to achieve business objectives, and the challenge of scaling product success at a high performing Fintech-for-Good company sounds exciting, we would love to connect with you!  

You’ll get to:

• Advise customers as a trusted partner on use-cases, fundraisinggiving strategies, and Givelify products and services.
• Build, develop, and lead a team of CSMs serving as Giving Success Coaches to engage customers to drive outcomes.
• Define, improve, and manage a customer engagement model to drive consistent customer experience and performance of CSMs.
• Accurately present customers' voices internally, escalating their voices as appropriate.
• Partner with product, customer support, marketing, and other teams to drive customer success and achieve objectives.
• Work with Revenue Operations to build reports, dashboards, and scorecards to communicate the customer health, retention probability, and the effectiveness of high-touch customer success programs.

You should bring mad skills & experience:

• Bachelor's Degree, MBA/Consulting experience preferred.
• 5+ years of experience developing product adoption, customer retention, or customer growth programs within a SaaS business model.
• Training and coaching a team 
• Up to 20% travel.

Plus These Superpowers

• Capacity to lead conversations with internal and external senior leadership.
• Ability to influence others for collective success, including the ability to motivate change without our customers and internal organizations.
• Track record of running significant, digital-assisted programs in a customer-facing role within a fast-paced environment.
• Familiarity with Customer Success and Sales operational tools like Salesforce and Gainsight.
• Organizational skills to manage multiple projects with tight deadlines effectively. 
• Anticipate problems, seek solutions proactively, and not wait for permission to begin.
• Demonstrated ability to have difficult conversations with peers, customers, and others.
• 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 question development to rollout.
• Experience using KPIs to measure impact and ROI.
• Outstanding problem-solving, strategic, and analytical skills combined with an excellent eye for business.
• Strong organizational skills. Excellent execution and follow-through skills.
• Ability to adapt and change with the needs of the organization and business.

Our People & Culture

We are a virtual team of high-performing professionals who innovate & collaborate to fulfill our mission to help people instantly find causes that inspire them to action so they can change the world – one simple, joyful gift at a time.  Our culture of integrity, heart, simplicity, & that “wow” factor fuel our aspiration to be recognized amongst the tech industry’s most inclusive & purpose-driven workplaces.

We take great pride in providing competitive pay, full benefits, amazing perks (including flexible PTO), and most importantly, the opportunity to put passion & purpose to work.