Account Manager

About the Role

Key Responsibilities

• Lead onboarding and kickoff calls for top nonprofit customers, providing in-depth platform training
• Conduct regular check-ins and strategy sessions via Google Meet to drive product adoption and client success
• Identify customer goals, pain points, and opportunities to guide platform usage and deepen client impact
• Collaborate cross-functionally with internal teams to represent customer feedback, surface insights, and improve experience
• Maintain and update customer success metrics and documentation (calls, requests, interactions, and feedback)
• Provide day-to-day support via chat and email to a portfolio of nonprofit accounts
• Share relevant content (articles, guides) and identify upsell opportunities where our products can expand value
• Report on customer performance metrics and success trends to help shape our customer journey
• Prepare custom visuals and materials to support client communication
• Advocate for customers internally and contribute to reference and case study efforts

Requirements

• 2-3+ years in customer success, account management, or customer support
• 2+ years in a communications, marketing, or customer-facing role
• Strong written and verbal communication skills
• Basic analytics and reporting capabilities
• Ability to manage and prioritize multiple relationships and requests
• Highly organized, with a process-driven mindset
• Team player and self-starter with a positive attitude

Nice to Have

• Experience with nonprofits or fundraising technology
• Familiarity with CRM and customer success tools
• Understanding of onboarding workflows and lifecycle marketing