Junior Customer Success Manager

About Our ClientOur client is a leading fundraising and donor management platform designed to support nonprofit organizations. Its mission is to accelerate positive global impact by helping nonprofits raise funds effectively and manage supporter engagement with ease. Since 2014, the platform has supported more than 100,000 organizations worldwide, facilitating nearly $3B in donations.The company is profitable, fast-growing, and fully bootstrapped, operating with a distributed team of 150+ professionals across multiple states and more than 20 countries. The platform is also recognized as the #1 solution for fundraising, donor management, and nonprofit payments on G2, supported by hundreds of verified customer reviews.About The Role The Junior Customer Success Manager plays an essential role in engaging mid-tier customers and new CRM users who have yet to interact with a representative. This position sits at the intersection of Customer Success, Community Engagement, and Growth—empowering customers to adopt key features, realize value, and stay connected through education and proactive outreach.Working closely with teams across Customer Success, Sales, Product, and Support, the role guides customers through onboarding, shares helpful resources, identifies expansion opportunities, and strengthens community learning initiatives. This position is instrumental in improving activation rates, increasing feature adoption, and fostering strong customer relationships across the company ecosystem.Responsibilities • Manage mid-tier customer relationships to ensure ongoing success and product adoption. • Serve as the first human point of contact for new users who have not yet connected with a representative. • Conduct onboarding check-ins, webinars, and product walkthroughs to help customers reach first value. • Identify upsell and cross-sell opportunities through usage analysis and pass qualified leads to Sales. • Collaborate with Product and Customer Operations to surface insights, feedback, and improvement ideas. • Support community engagement through online events, user groups, newsletters, and in-app communication. • Maintain a strong understanding of product updates and proactively share new features with customers. • Track and report on key metrics such as activation, engagement, NPS/CSAT, and expansion opportunities. • Work cross-functionally to ensure smooth handoffs, consistent messaging, and a cohesive customer experience. • Proactively reach out to new mid-tier signups to support CRM onboarding and activation of additional products. • Continuously identify areas to improve customer onboarding and engagement experiences.Qualifications & Experience • Bachelor’s degree or equivalent experience. • 1–3 years in Customer Success or Account Management, preferably in SaaS or technology. • Strong communication skills with an ability to guide and educate customers. • Excellent written and verbal communication with an empathetic, customer-first mindset. • Familiarity with CRM or customer success tools (e.g., HubSpot, Intercom, Gainsight). • Ability to analyze customer data and identify trends, risks, and opportunities. • Highly organized with the ability to manage multiple accounts and projects. • Proactive, adaptable, and comfortable in a fast-paced remote environment. • Able to collaborate with cross-functional teams including Product, Sales, and Support. • Experience working with nonprofit or fundraising organizations is beneficial. • Background in customer engagement programs is a plus. • Experience hosting webinars, creating tutorials, or producing educational content. • Understanding of customer onboarding flows or product-led growth strategies. • Passion for supporting mission-driven organizations through technology.Details • Fully remote role based in the United States • Salary range: $55,000–$70,000Benefits & Perks • Fully remote work from home • 21 days of generous paid time off (including your birthday), 8 floating holidays, 2 paid volunteer days, and 5+ sick days (varies by state) • Employer-sponsored health insurance through TriNet, including medical, dental, vision, and life coverage • 401(k) retirement plan with up to 4% employer match • Home office and professional development reimbursement up to $1,500 • Eligibility for employee equity (stock options) • Wellness program including fitness and mindfulness classes • Opportunity to do meaningful work that supports nonprofits and social impact initiativesNote:“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”