Customer Success Manager (CSM) at Donorbox

The CSM is responsible for engaging Donorbox’s mid-tier customers and new CRM signups who have yet to interact with a company representative. This role bridges Customer Success, Community Engagement, and Growth—helping customers adopt key features, recognize value, and stay connected to Donorbox through education and proactive outreach.

Working closely with Customer Success, Sales, Product, and Support, you will guide customers through onboarding and adoption, create and share helpful educational resources, and identify opportunities for expansion or deeper engagement to hand off to the Sales team. You’ll also support knowledge initiatives that strengthen the self-serve experience and community learning for all Donorbox users. This role is key to improving activation rates, increasing product adoption, and fostering stronger customer relationships across the Donorbox ecosystem.

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.
• Continuously look for ways to improve the onboarding and engagement experience for all customers.