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We’re looking for a Customer Success Manager in our Commercial team, based in London. This is an exciting opportunity to join a fast-scaling, socially-driven organisation and to own and build relationships with our key charities.

Intro

At Enthuse, we’re on a mission to transform digital fundraising by building the technology that empowers great causes. Our donations, event registration, and fundraising platform helps thousands of charities raise millions of pounds a year.

Launched in 2012, we’ve come a long way — we’ve raised a Series A with social-impact focussed investors, we've grown our team to close to 70 people, and we're looking to continue growing at an accelerated pace. What's more, Enthuse is the official online fundraising partner for London Marathon Events and Great Run. It’s still early, but we’re on an incredible journey.

Reporting to the Customer Success Lead, you’ll be critical in transforming digital fundraising in the UK charity sector - and also help build and grow a company of smart and passionate people. And create a real impact.

How you’ll contribute

• Provide sector-leading relationship management to your portfolio of our largest accounts enabling them to raise more for their causes and reach their full fundraising potential.
• Onboard new enterprise and large accounts within your portfolio, ensuring they experience product value within the first 90 days of their subscription.
• Focus on driving product adoption, creating a positive customer experience and account growth.
• Be in the internal voice of the customer, work with our product team to deliver feedback to shape our product roadmap to ensure delivering the best product to support our charities.
• Nurture customer advocacy in the form of testimonials, references and case studies.
• Manage churn risk and identify upsell opportunities.

About you

• 3+ years experience in Customer Success or Account Management, even better if this is managing a portfolio of B2B SaaS clients.
• Customer-focused, you put the customer front and centre of every decision.
• You are a confident and passionate communicator — managing any situation from difficult stakeholder conversations to creating engaging slide decks for client meetings.
• Tech-savvy, with an interest in learning how our product works and the ability to provide technical assistance to non-technical contacts.
• Be a positive and enthusiastic team player, our team is collaborative, we’re looking for people who are not afraid to bring new ideas to the team for discussion.
• An understanding of the charity or fundraising sector is helpful but not essential.

What you’ll get

• On-target earnings (OTE) of £35-38K for the Customer Success Manager role.
• The option to work from home up to 3 days a week.
• We celebrate together with an early Friday finish with optional team drinks, team incentives, and a variety of company socials.
• We offer a generous equity options scheme at a fast growing, stable company backed by social good investors. We give back to all our employees who get us closer to achieving our mission.
• We believe work-life balance matters and have flexible hours, working from home, and support part-time work.
• We believe in giving back and give you one paid day to fundraise for a charity of your choice. Many of our team members also volunteer or are trustees.
• Holiday allowance: 25 days holiday and bank holidays (33 in total). We increase holidays based on length of service, so for every year you’re with us, you’ll get an additional day’s holiday up to 28 days. We also offer an additional 5 days of unpaid holiday.
• We want you to travel well with the Cycle to Work scheme and season ticket loan.
• We will support your journey through our mentor program that offers structured support from senior team members within the business and a strong network of investors and customers.
• Your birthday off!
• 1 month paid sabbatical after 5 years at Enthuse.
• Enthuse Wings! Work from abroad for up to 4 weeks of the year!
• Private health insurance coverage with plenty of benefits through Vitality.
• Places for Races! As partners of London Marathon Events and Great Run, we get access to a number of participant places for major fundraising events. So if you're a keen runner, swimmer or cyclist - you could be in luck.

Come as you are. Love what you do.

At Enthuse, we want to create a positive impact on a global scale. And to do that we know that the people at Enthuse have to reflect all global lives and identities.

We work flexible hours, we support remote working, and if that doesn’t quite work, we will definitely listen to what will. We’re striving to create a place where all feel valued and welcome — and would love to hear how we could do that for you.

No matter what your background, identity, or even if your experience doesn’t exactly match — we’d love to hear from you!