Director of Customer Success

Givelify is a fintech-for-good company where brilliant minds come to power the most loved and trusted online and mobile giving app platform. Thanks to nearly 2 million generous donors, we’ve helped more than 75,000 nonprofits and places of worship raise over $6 billion. Together, they’re changing their world with kindness and generosity.

Inc. 5000, the Stevies® Awards, Gartner, Forbes, and many more have recognized our story, innovations, and achievements. Our award-winning team builds products and experiences that put more good into the world. We love to take on big challenges because we know our work matters.

Make an impact at one of the fastest-growing private companies in the U.S. Be part of a talented team of big-hearted individuals, earning competitive pay with excellent benefits.

About your role:

As Director of Customer Success, you’ll lead the team that helps churches and nonprofits grow their giving through Givelify. You’ll drive outcomes like higher customer adoption rates, strong CSAT scores, and increased donor engagement. You’ll oversee strategy and execution for high-touch engagement, ensuring Customer Success Managers (meet targets such as Executive Business Review completion, no-show reduction, and number of customer touches. You’lltrack key KPIs—product adoption, retention, and CSAT—and champion customer advocacy by surfacing insights, elevating the voice of the customer, and building strong, trust-based relationships with customers.

Your team:

In this position, you’ll lead a team of passionate Customer Success Managers who support churches and nonprofits. The team is collaborative, mission-driven, and focused on customer engagement, digital giving growth, and delivering a world-class customer experience.

The Director of Customer Success will get to:

Drive strategy and execution for high-touch customer engagement across the customer success team

Own and improve key KPIs:

- Product Adoption Rate
- Customer Retention Rate
- # Of Donors using the product
- CSAT (Customer Satisfaction Score)
- Customer Engagement Rate
- EBR Scheduling and Completion Rate and No-Show Reduction
- Number of High-Quality Customer Touches
Champion and scale customer success enablement programs (e.g., EBR playbooks, objection handling, success frameworks)
Analyze and act on customer health insights to retain, grow, and segment accounts
Operationalize the voice of the customer—turning feedback into product, process, and messaging improvements
Collaborate with Product, Revenue Ops, Marketing, and Support to deliver a connected customer experience
Pilot and evolve strategic programs on the Customer Success raodmap
Represent Customer Success in executive forums, planning cycles, and strategic initiatives

To be successful in this role, you’ll also:

Use data and customer insights to guide strategy and course-correct quickly
Coach and support CSMs with clear performance expectations and growth paths
Maintain strong executive relationships with key customers
Serve as a strategic thought partner on retention, growth, and product feedback
Contribute to company-wide planning with customer-centric insights and success metrics

Your experience:

MBA, or Master's Degree
5+ years of experience in Customer Success or Account Management at a SaaS company
2+ years leading customer-facing teams with measurable performance metrics
Strong background in high-touch customer engagement and success planning
Proven track record managing KPIs tied to retention, engagement, CSAT, and program adoption
Exceptional communication, coaching, and strategic thinking skills
Experience working cross-functionally with Product, Ops, and Marketing teams
Familiarity with tools like Salesforce, Gong, and customer health scoring frameworks
Passion for helping mission-based organizations grow their impact
Background in faith-based, nonprofit, or values-aligned organizations is a plus

Your superpowers:

Strategic thinker with a bias toward action and measurable outcomes
Empathetic leader who can coach, inspire, and hold a team accountable
Exceptional communicator and trusted customer advisor
Operationally savvy with an eye for improving systems and processes
Passionate about helping people do more good in the world

Our culture:

We are a virtual team of award-winning and high-performing professionals who innovate and collaborate to fulfill our mission to instantly connect people to causes that matter most to them so they can change their world with kindness and generosity. Our four keys to success - integrity, heart, simplicity, and wow - fuel our passion to be recognized among the tech industry’s most inclusive and purpose-driven workplaces.

We are steadfast in our conviction to overcome challenges while performing meaningful work alongside some of the most brilliant minds and biggest hearts. It propels our growth as individuals and as a team. We are committed to respecting each other in our workplace, firmly believing diversity is our strength.

At the heart of everything we do are our giving community, our donors and our partner organizations. We lean on research and human-centered design to consistently push the envelope and innovate our products and customer experiences.

We take great pride in providing competitive pay, full benefits to help care for you today and in the future, amazing perks (including flexible PTO), and, most importantly, the opportunity to put passion and purpose front and center.

About Givelify

Givelify is the most loved and trusted online and mobile giving platform. Along with its powerful donation management system, it’s the fastest-growing technology for advancing generosity in the world. We instantly connect people to their heart’s impulse to do good with award-winning products and experiences. A global community of nearly 2 million generous people supports their favorite churches, places of worship, nonprofits, and causes with over $6 billion in donations across more than 75,000 organizations. Givelify leads all giving apps on the App Store and Google Play Store with more than 104,000 verified, authentic reviews with an average 4.9 out of 5-star rating. Learn more at Givelify.com.

Ready to build world-class products?

Apply today!

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Director of Customer Success