Job Description
Director, Scale Customer Success
Why just have a job when you can live your Purpose? We are Givelify, a minority-owned FinTech-For-Good company that uses human-centered design, jobs-to-be-done, & data to create experiences that inspire kindness & generosity and celebrate putting more good into the world. In fact, Givelify’s mobile giving app consistently leads the App Store and Google Play in downloads, reviews and 5-star ratings amongst all giving apps. More than 1 million donors and 50,000 non-profits trust Givelify for inspiring kindness, generating nearly $3 Billion in generosity.
We seek a Director, Scale Customer Success to join our virtual team. If you’re an expert at driving customer success at scale while using your skills in 1-to-many (500+) and low-touch digital engagement models, you will develop and drive Givelify customers to fruitful outcomes within a cross-functional environment, and the challenge of scaling product success at a high performing Fintech-for-Good company sounds exciting, we would love to connect with you!
You’ll get to:
- Collaborate cross-functionally with Marketing, Revenue Operations, and Data Science/Analytics teams to own, develop, and execute strategies to increase customer retention and lifetime value at scale.
- Develop a digitally-led, low-touch customer communication/engagement strategy through the customer lifecycle including onboarding and launch.
- Develop and execute strategies to educate and mature customers in the value propositions, use, and best practices of Givelify products, features, and services (e.g. webinars, SEO campaigns, social media).
- Use data to discover the needs, measure the health, and advocate for customers of the assigned low-touch customer segments.
- Develop processes to manage escalated and at risk, low-touch customers with a focus on maximizing ROI.
- Work with Revenue Operations to build reports, dashboards, and scorecard to communicate the customer health, retention probability, and the effectiveness of low-touch customer success programs.
You should bring mad skills & experience:
- Bachelor’s Degree, MBA/Consulting experience preferred
- 5+ years of experience developing product adoption, customer retention, or customer growth programs within a SaaS business model
- Familiarity with digital marketing tech stack (Salesforce, Pardot, Marketo, webinars, etc.)
- Data-driven/informed using KPIs to measure impact and ROI.
- Proven track record in performing well in a fast-paced environment and organizational skills to manage multiple projects with tight deadlineseffectively.
- Up to 10% domestic US travel
Plus These Superpowers
- Skills in developing educational or tutorial content to drive adoption, retention, and growth.
- Ability to conduct high-impact customer webinars for large audiences.
- Proven ability to drive adoption at scale in a cross-functional environment.
- Top-notch communication and presentation skills, including experience communicating data-driven insights to senior-level executives.
- Self-starter with proven ability to own projects from initial development to rollout.
- Outstanding problem-solving, strategic, and analytical skills combined with an excellent eye for business.
- Ability to build effective relationships (listen, communicate, influence, and collaborate) at all organizational levels to deliver results.
- Strong organizational skills. Excellent execution and follow-through skills.
- Ability to adapt and change with the needs of the organization and business.
Our People & Culture
We are a virtual team of high-performing professionals who innovate & collaborate to fulfill our mission to help people instantly find causes that inspire them to action so they can change the world one simple, joyful gift at a time. Our culture of integrity, heart, simplicity, & that wow factor fuel our aspiration to be recognized amongst the tech industry’s most inclusive & purpose-driven workplaces.
We take great pride in providing competitive pay, full benefits, amazing perks (including flexible PTO), and most importantly, the opportunity to put passion & purpose to work.
