Customer Success Manager I

Want to help us help others? We’re hiring! 

GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes—for themselves and each other. Together, our community has raised more than $40 billion since 2010.

Join us! The GoFundMe team is searching for our next Customer Success Manager (CSM I) to join our team in Dublin, Ireland! You will play a key role in our team by providing exceptional coaching support to our organisers. You will be instrumental in ensuring they receive the foundational advice and enablement needed to make their fundraisers on GoFundMe more successful. You will be an important facilitator and support to internal projects & customer needs, and you will focus on enhancing organiser success through strategic advice and support.

The Job

• Organiser success: Leverage internal resources, existing knowledge, cross functional ideas, and industry best practices to accelerate high-potential fundraising to drive Gross Donation Volume (GDV) on the GoFundMe platform and protect the GoFundMe brand. 
• Collaborative efforts: Support interactions with the Global Go-to-market (GGTM) team, RD&D, RCPI, Care and other departments, and liaise on customer-related issues and insights. 
• Opportunity identification: Recognise customer needs and feedback during interactions, aiming to identify opportunities for business development or support enhancements, and share these findings with senior team members. 
• Learning and development: Engage in continuous learning to develop your knowledge in effectively advising organisers, including understanding the technical aspects necessary for resolving account issues. 
• Queue & escalation assistance: Be on call for urgent high brand risk and/or high impact fundraisers, readily available and ensure coverage is provided for both customers and internal teams. 
• Customer coaching: Participate in handling customer queries through multiple channels, including email, text and phone, focusing on technical concerns and custom coaching advice to accelerate GDV. Be readily available and flexible for top tier customers to strategise, coach and maximize their fundraising efforts. 
• Internal support: Assist in creating and refining coaching resources for the GGTM team, contributing to our collective knowledge base. 
• Project management assistance: Participate in internal projects under supervision, performing tasks that contribute to team efficiency and customer satisfaction, while also offering insights during team discussions for potential impactful initiatives. 
• Quantitative Performance Measurement: 
  • Drive GDV: Coach organisers on best practices to increase their fundraiser success and therein GDV 
  • Fundraisers coached: Maintain assigned coaching volume that strikes a balance across quality and efficiency* 
  • Corporate affairs collaboration: Coach organisers in meaningful ways to improve fundraiser quality to be passed to Corporate Affairs to be ‘pitchable’ or ‘shareable’ for amplification*

*Metrics subject to adjustment depending on the current landscape of incoming requests and evolving team focus. 

You 

• 1-2 years experience in customer success, account management, or a similar customer-facing role 
• Ownership: Approach all escalations, tickets, projects and areas of involvement with an entrepreneurial mindset. Approach these areas of involvement with agility and creativity to get to resolution ASAP and optimise customer success opportunities. 
• Emotional resilience: Demonstrate the ability to remain positive and recover quickly from setbacks. 
• Empathy and emotional intelligence: Show genuine understanding and concern for the needs and feelings of both customers and fellow employees. 
• Eager to learn from experimentation: Actively engage in experimenting with new approaches to solving customer issues or improving work processes, under the guidance of more experienced team members. Show resilience by viewing failures as learning opportunities and quickly adapt and apply lessons learned to find effective solutions. 
• Embrace change: Adapt to new processes and environments with a constructive and flexible attitude. 
• Team player: Work cooperatively and effectively within the team, contributing to a constructive team environment.
• Genuine interest: Display a sincere curiosity and interest in learning about GoFundMe and the unique challenges faced by the customer personas and markets we support. 
• Intentional communicator: Communicate clearly and effectively, ensuring messages are understood. 
• Phone skills: Proficient in phone skills including coaching customers over the phone and problem solving live. 
• Familiarity with internal tools: Develop an understanding of internal tools such as Google Sheets and Zendesk, using them effectively in daily tasks. 
• Following established processes: Learn and follow existing processes closely, while being encouraged to suggest improvements. 
• Agile: Begin to handle transitions between providing escalated technical support and offering strategic advice under guidance. 
• Balancing speed and quality: Learn to manage tasks efficiently without compromising on the quality of work, under close supervision and feedback. 
• Self-motivated: Exhibit a proactive approach to learning and taking on new tasks.

 Preferred

• 1+ year in consumer or nonprofit fundraising 

Why you’ll love it here

• Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year.
• Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere.
• Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together.
• Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits.
• Holistic Support: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being.
• Growth Opportunities: Participate in learning, development, and recognition programs to help you thrive and grow.
• Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.
• Community Engagement: Make a difference through our volunteering and Gives Back programs.

We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose. Be a part of something bigger with us!

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences.  We do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact us at [email protected]. 

Global Data Privacy Notice for Job Candidates and Applicants:

Depending on your location, the General Data Protection Regulation (GDPR) or certain US privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. 

Learn more about GoFundMe:

We’re proud to partner with GoFundMe.org, an independent public charity, to extend the reach and impact of our generous community, while helping drive critical social change. You can learn more about GoFundMe.org’s activities and impact in their FY ‘24 annual report.

Our annual “Year in Help” report reflects our community’s impact in advancing our mission of helping people help each other.

For recent company news and announcements, visit our Newsroom.

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