Customer Success Manager

Overview

In this role you build trusted relationships with enterprise charity customers to help them achieve fundraising goals using the Enthuse platform. You’ll lead onboarding, create success plans, and guide customers through adoption while collaborating with internal teams to improve outcomes and reduce churn. You work with a mix of day-to-day users and senior decision-makers, using data to influence conversations and drive action. This is a growth-focused, collaborative role in a mission-driven company that values impact and career progression.

Pay / Benefits

• blended office working
• 25 days leave + wellbeing days
• health contribution
• range of benefits
• charity days (3)
• career progression opportunities

Responsibilities

• Build trusted relationships with a portfolio of enterprise charity customers to maximise platform value
• Create customer success plans and lead regular business reviews based on best practices
• Support onboarding of new customers and drive rapid adoption of features
• Identify risks and opportunities within the portfolio and collaborate with internal teams to improve outcomes and growth

Key requirements

• Experience in enterprise customer success within a B2B SaaS environment
• Experience managing customers with multiple stakeholders and complex structures
• Understanding of the charity, fundraising, or non-profit sector
• Experience gathering customer feedback and influencing product improvements

• Strong relationship-building
• Confident communicator with stakeholders across levels
• Data-driven decision making
• SaaS customer success in an enterprise context
• Stakeholder management
• Data-informed analytics and reporting

…