Enterprise Customer Success Manager - Donorbox

About Donorbox

Donorbox is a leading fundraising platform and donor management system for nonprofit organizations. Our mission is to accelerate positive impact worldwide by helping nonprofits become highly effective at raising funds and managing their supporter base. Since 2014, we have powered more than 100,000 global organizations to raise over $4 billion in donations.

Our fast-growing company is profitable and bootstrapped with a healthy run rate. We have a fully distributed and diverse 150-person team based in 16+ states and 23+ countries. In 2026, Donorbox was named by Built In as one of the Best Places to Work in Washington, DC.

The Role

As an Enterprise Customer Success Manager (eCSM) you will be pivotal in managing and nurturing relationships with our strategic accounts, specifically our Tier 1 clients. You will collaborate closely with our Sales, Customer Org, and Product/Engineering teams to ensure that our clients achieve their desired outcomes with our product, while also identifying opportunities for expansion and driving renewals.

Responsibilities

• Manage and retain our Tier 1 & strategic accounts and build long-term relationships to ensure client satisfaction.
• Develop strong relationships with top clients, understanding their mission, market position, and fundraising goals.
• Advocate for and optimize our product to increase client revenue and utilization.
• Provide insights and best practices on implementation, UX, and marketing to clients.
• Develop systems to manage a large number of accounts proactively and efficiently.
• Use sound business judgment to prioritize accounts and efficiently allocate resources.
• Use data analysis to develop and implement strategies to optimize revenue.
• Make educated recommendations to help clients fundraise more effectively.
• Provide support via email, phone, and video conference to resolve client issues and answer questions.
• Work closely with team members to resolve issues and ensure the highest quality of service.
• Communicate effectively with managers/executives to build processes and workflows for efficiency.
• Record and track all customer interactions in HubSpot.

Required Skills and Qualifications

• 3+ years of experience serving as a nonprofit fundraiser.
• 5+ years of experience in B2B SaaS business model as a Customer Success Manager.
• Proven experience in account management, sales, customer success, or support roles.
• Comfortable with data analysis, spreadsheets, and CRMs (ClientSuccess, HubSpot, Salesforce, etc.).
• Excellent written and verbal communication skills.
• Ability to work independently with strong organizational skills and attention to detail.
• Compassionate towards nonprofits, understanding their challenges, and showing empathy in interactions.
• Competency in a CRM (ClientSuccess/Hubspot preferable) required.
• Bachelor's degree in a related field.
• Experience in developing strategic account plans for risk mitigation and client retention.
• Speaks/Writes English (required) & French (preferred).

Benefits & Perks

• Generous time off policy of 21 days (birthday included), 8 designated/floating holidays, 2 paid volunteer days, and 5+ sick days
• Employer-sponsored health insurance plan through TriNet, including medical (United Healthcare), dental, vision, and life
• 401(k) retirement plan via TriNet with an employer match of up to 4%
• Reimbursement package for home office expenses and professional development, up to $1.5k
• Eligibility for employee equity plan (stock options)
• Wellness program with fitness and mindfulness classes