Senior Customer Lifecycle Manager

Company Description

Givebutter is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. Nonprofits use Givebutter to replace multiple tools so they can launch fundraisers and events, use donation forms and donor management (CRM), send emails and text blasts—all in one place. Use of the Givebutter platform is completely free with a 100% transparent tip-or-fee model.

Givebutter has been certified as a Great Place to Work® every year since 2021, and is the #1 rated nonprofit software company on G2 across multiple categories.

Our mission is to empower the changemaker in all of us. We believe giving should be fun, so you’ll want to do it again, and we also believe that work should be fun, so that you’ll have the greatest impact. We are excited to hear from talented people who want to work with other talented people in making the world a butter place—and have fun along the way. 

Role Description

Givebutter is hiring a Senior Customer Lifecycle Manager who can implement programs and run campaigns that encourage users to access the Givebutter tools that help their nonprofit grow—reporting to the Customer Marketing Manager and collaborating across functions: Marketing, Product, Finance, Sales, Customer Success, and more. You’ll co-create strategy in partnership with the Customer Marketing Team to increase Givebutter adoption and retention, new-feature adoption, and online review generation and management, including owning the execution of projects that drive these key metrics, and building reporting that communicates the outcomes. You’ll inherit processes that are successful today, with the opportunity to continue improving them as Givebutter scales and increases its goals.

We want to hear from people who…

• View things from the customer’s perspective. You have an empathy-first outlook when it comes to marketing and lifecycle work, putting yourself in the users’ shoes, then confirming hypotheses with data and testing.

• Understand how small changes supercharge growth. This role offers a unique opportunity to contribute to the business's overall growth by testing and refining key points of the customer journey.

• Can zoom in… and out! Understanding the customer journey as a whole, while also being able to identify key steps within that journey, will yield success.

• Fails fast and learns faster. Givebutter lets you test quickly, learn from those tests, and fold the results into the customer journey. We take pride in failing, because it points us towards success.

• Collaborate instinctively. You’re ready to work with teams across the organization like Sales, Content Marketing, Customer Success, Paid Marketing, Product, and more to bring the perfect customer journey to our users.

Responsibilities

• Identify and launch changes to the customer journey via email, in-app notifications, text messaging, and more to increase Givebutter adoption, usage, and retention.

• Work alongside Product Marketing to launch campaigns that introduce new features to customers that drive adoption and usage.

• Manage review sites like G2, Capterra, and TrustPilot to generate reviews and increase Givebutter’s brand sentiment and reputation.

• Generate success stories through outreach to successful users that signal positive sentiment, working with the Content Marketing team to bring those stories to life.

• Own reporting for your key areas of the customer journey, building dashboards and reports that clearly communicate achievements and room for improvement.

• Stay ahead of key metrics to inform the business of changes in conversion and adoption rates.

Requirements

• 5+ years of hands-on experience with customer lifecycle motions in the SaaS space

• Strong understanding of customer marketing and experience strategy that enables you to create, test, report, and test again.

• Experience with HubSpot Marketing Hub and Intercom.

• Understanding of the implementation of AI tools to personalize the customer journey.

• Experience with review sites like G2, Capterra, and TrustPilot.

More about Givebutter

Benefits

• Remote Work: Work remotely from one of our 10 hubs (Austin, Denver, Indianapolis, Los Angeles, San Francisco, New York, Salt Lake City, Minneapolis, Seattle, and Nashville).

• Health Insurance: We offer Me