Customer Success Manager

Responsibilities

• Manage relationships with mid-tier customers to ensure continued success and feature adoption.
• Act as the first point of human contact for users who have not yet interacted with a representative.
• Conduct onboarding check-ins, webinars, and product walkthroughs to help users achieve first value.
• Identify upsell or cross-sell opportunities through customer usage analysis and pass qualified leads to Sales.
• Partner with the Product and Customer Operations teams to surface insights, feedback, and improvement opportunities.
• Foster community engagement through online events, user groups, newsletters, and in-app communications.
• Maintain an understanding of new features and updates to share proactively with customers.
• Track and report on key metrics such as activation rates, engagement levels, NPS/CSAT, and expansion opportunities.
• Collaborate cross-functionally to ensure consistent messaging, smooth customer handoffs, and a unified customer experience.
• Proactively reach out to new mid-tier Donorbox signups to guide them through onboarding and activation of our CRM and other key Donorbox products.

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