Premium Tier Account Manager

Donorbox is a leading fundraising platform and donor management system for nonprofit organizations. Our mission is to accelerate positive impact worldwide by helping nonprofits become highly effective at raising funds and managing their supporter base. Since 2014, we have powered more than 80,000 global organizations to raise over $2B in donations. 🚀

Our fast-growing company is profitable and bootstrapped with a healthy run rate. We have a fully distributed and diverse 110-person team based in 10+ states and 20+ countries.

🏅In 2023, Donorbox achieved the Leader status in Nonprofit and was recognized for Best Functionality & Features in Fundraising by GetApp. We're proud of what we do, and our product reflects it!

Donorbox is seeking a dedicated and proactive Account Manager to join our team. The Premium Tier Account Manager will be responsible for managing and retaining accounts that have subscribed to our Premium packages, providing them with personalized assistance in the onboarding process, and ensuring they derive maximum value from our product and premium features. This role will collaborate closely with our Sales and Customer Success teams to drive customer satisfaction and success.

• Manage and retain accounts that subscribed to Premium packages, building long-term relationships with these customers
• Strategize with customers to help grow their fundraising efforts, recommending product usage aligned with their fundraising strategies and goals
• Assist customers in maximizing the value of our product and premium features, coordinating between customers and internal team members to provide additional support as needed
• Share best practices on implementation, UX, and marketing strategies
• Increase utilization and revenue of each account through proactive engagement 
• Share insights and feedback gathered from customer interactions with the broader team to drive product improvements and service enhancements
• Provide comprehensive support to customers via email, phone and Zoom for onboarding assistance, answering inquiries, and resolving issues effectively
• Collaborate with internal team members to ensure seamless resolution of customer issues and maintain the highest standards of service delivery
• Record and track all customer interactions in Hubspot 

• Proven experience (3-5 years) in customer-facing roles such as account management, sales, customer success, or support
• Strong understanding of B2B SaaS industry dynamics and best practices
• Ability to actively listen, understand customers' needs, and respond with appropriate solutions to drive customer satisfaction and retention
• Exceptional communication, interpersonal, and negotiation skills,
• Detail-oriented with excellent organizational and time management abilities
• Proficiency in data analysis, including the use of spreadsheets and CRM platforms such as HubSpot, Salesforce, etc.
• Experience with nonprofit or fundraising sector is a plus

• Fully remote based in US or Canada
• Salary: $75,000 USD

• Fully remote work from the comfort of your home
• Generous time off policy of 21 days (birthday included 🎉), 2 paid volunteer days, 8+ designated/floating holidays (dependent on province/country), and additional sick days (dependent on state/country)
• Employer-sponsored health insurance plan through TriNet, including medical (United Healthcare), dental, vision, and life
• 401(k) retirement plan via TriNet's partner, Empower, with an employer match of up to 4% (for US employees) and Registered Retirement Savings Plans (RRSP) (for Canadian employees)
• Reimbursement package for home office expenses, up to $1.5k
• Eligibility for employee equity plan (stock options)
• Wellness program with fitness and mindfulness classes
• Love your work and our mission of serving nonprofits!

We have 4 stages:

1. Apply here and fill out our questions to tell us about you!
2. Prescreen Call with Talent Acquisition Associate
3. Hiring Manager Interview
4. Final Interview

If this sounds like the right role for you, please apply today and let us know why. We look forward to hearing from you!