Enterprise Customer Success Manager

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.

🏅 Donorbox is rated the #1 software for fundraising, donor management, and nonprofit payment on G2 based on hundreds of verified customer reviews — a reflection of the care our team puts into building products that nonprofits trust.

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. This is a highly impactful role, focused on customer retention, satisfaction, and overall success with our platform.

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. You need to understand how nonprofits function and the critical role they play in society.
• 5+ years of experience in B2B SaaS business model as a Customer Success Manager. Capable of making expert recommendations of our product to support the technical aspects of fundraising.
• Proven experience in account management, sales, customer success, or support roles.
• Comfortable with data analysis, spreadsheets, and CRMs (ClientSuccess, HubSpot, Salesforce, etc.). Ability to learn and use various systems to understand client needs before engagement.
• Excellent written and verbal communication skills. Comfortable with initiating conversations, accepting rejection, and continuous follow-up.
• Ability to work independently with strong organizational skills and attention to detail.
• Must be compassionate towards nonprofits, understanding their challenges, and showing empathy in interactions.

Qualifications & Experience

• Competency in a CRM (ClientSuccess/Hubspot preferable) required.
• Bachelor’s degree in related field.
• Experience in developing strategic account plans for risk mitigation and client retention.
• Direct experience working with nonprofit organizations in a professional capacity.
• Speaks/Writes English (required) & French (preferred)
• Details
• Fully remote based in the United States