The Opportunity
We are seeking a highly motivated and customer-focused Customer Success Manager to join a growing organisation that helps schools, charities, community groups, and other good causes achieve their fundraising goals through an innovative digital fundraising platform.
This is an exciting opportunity for someone who enjoys building relationships, supporting customers to succeed, using data to drive improvements, and making a genuine positive impact. You will play a key role in helping fundraising organisations launch, grow, and maximise the success of their campaigns.
The successful candidate will be passionate about delivering an outstanding customer experience and thrive in a collaborative environment where initiative, problem-solving, and continuous improvement are highly valued.
Key Responsibilities
Customer Onboarding
- Guide fundraising organisations through the onboarding process from initial setup to launch.
- Assist customers in completing onboarding requirements and preparing content for their fundraising website.
- Ensure all customer information is accurately captured and processed.
Launch Management
- Support fundraising teams as they prepare for launch.
- Deliver launch guidance through email, virtual meetings, and training sessions.
- Share best practices and proven strategies to maximise fundraising success.
Customer Engagement & Relationship Management
- Build strong relationships with fundraising organisations and key stakeholders.
- Act as the primary point of contact throughout the customer journey.
- Provide proactive support, guidance, and encouragement via phone, email, and virtual meetings.
- Promote customer engagement and adoption of platform features.
Data Analysis & Reporting
- Monitor fundraising performance and campaign outcomes.
- Analyse data to identify trends, opportunities, and areas for improvement.
- Prepare customer and internal reports to support decision-making and performance reviews.
- Use insights to recommend initiatives that improve future fundraising outcomes.
Planning & Collaboration
- Coordinate onboarding and launch schedules effectively.
- Work closely with colleagues across the organisation to ensure a seamless customer experience.
- Manage multiple projects and priorities while maintaining high standards of service.
Process & Administration Management
- Maintain accurate customer records, documentation, and tracking systems.
- Process customer information efficiently and accurately.
- Develop customer communications and respond to customer queries in a timely manner.
- Ensure all activities comply with company processes and quality standards.
Continuous Improvement
- Identify opportunities to improve customer experience, internal processes, and operational efficiency.
- Contribute ideas and recommendations that support business growth and service excellence.
- Participate in ongoing development of customer success strategies and best practices.