Customer Success Manager

At Change our mission is clear: to power every dollar donated online. Change's platform enables businesses to donate to 1.5 million nonprofits while building deeper connections with their customers. Trusted by fintech leaders like Brex and beauty innovators like Topicals, Change is spearheading the next generation of giving through transparent and efficient payments.

Job Description

As the Customer Success Manager at Change, your primary goal is to champion customer satisfaction and growth. Your role includes conducting regular check-ins, identifying growth opportunities, and overseeing key payment operations, all aimed at fostering long-term customer relationships. You're the key link between the sales, finance, and product teams at Change, facilitating a smooth onboarding journey for new customers. You will love this job if you are a natural relationship builder with a keen sense of detail.

Responsibilities

1. Develop and evangelize Change's customer success processes
2. Foster strong relationships with our customer base by conducting regular calls and championing their needs internally
3. Serve as the trusted advisor for payments and compliance, educating customers about our product benefits and offering insights on charitable giving
4. Identify and pursue expansion opportunities within our customer base in coordination with the sales team
5. Gather customer insights and feedback to guide the product roadmap
6. Quickly address customer inquiries and keep all FAQs up-to-date

Who you are

1. 2+ years of experience in a client-facing role, ideally customer success, account management, or sales
2. Great at building processes from the ground up, detail-oriented, and have excellent time management skills
3. Adaptable, driven, and excited to work in a fast-paced, evolving environment
4. Eager to learn about payment processing and giving compliance
5. Excellent communication and relationship-building skills
6. Able to work from our office in San Francisco's financial district
7. Bonus points for startup experience

Pay and benefits

1. Work with the most talented team in giving tech
2. Competitive salary, equity, and benefits package
   • Health, Vision, Dental, 401K
   • Unlimited PTO
   • The base salary is $75,000- $90,000 USD. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, and some role-dependent factors.
   • If you are extended an offer, that offer will be contingent upon your successful completion of a background check, which will be conducted in accordance with applicable laws. We may obtain one or more background screening reports about you solely for employment purposes.