Project Manager, Customer Experience

Classy, an affiliate of GoFundMe, is a Public Benefit Corporation and giving platform that enables nonprofits to connect supporters with the causes they care about. Classy's platform provides powerful and intuitive fundraising tools to convert and retain donors. Since 2011, Classy has helped nonprofits mobilize and empower the world for good by helping them raise over $7 billion. Classy also hosts the Collaborative conference and the Classy Awards to spotlight the innovative work nonprofits are implementing around the globe. For more information, visit www.classy.org.

The Customer Experience Project Manager plays a key role in accelerating product adoption for Emerging and Commercial nonprofit customers, helping drive their success. In this role, you will connect with high-priority first-year customers in the Emerging book to drive campaign activation to meet Customer Value Realization (CVR) goals. You will craft strategic content that fuels product adoption, directly impacting donation volume realization, growth, and retention across the customer lifecycle.

The Job…

• Drive CVR for Emerging customers utilizing high-touch and intervention tactics 
  • Intervene with top-priority campaigns by hosting calls with customers and driving campaign activation
  • Strategize high-touch intervention tactics to better support CVR for first-year customers 
  • Partner with Lifecycle and Content Design to influence scaled strategies needed for CVR success
  • Audit future campaigns and recommend new strategies based on learnings to scale CVR tactics
• Develop strategic content aligned with customer lifecycle stages to maximize CVR and product adoption
  • Drive customer growth and revenue from product adoption by owning responsibility for Emerging and Commercial customer adoption goals
  • Prioritize content for Classy’s most impactful, product features proven to accelerate growth
  • Reduce content gaps in marketing material that will promote CVR beyond campaign launch
  • Deliver dynamic training sessions with compelling public speaking skills that clearly communicate product value and feature benefits 
  • Partner with internal stakeholders to boost customer engagement with resources, building confidence both internally and externally in the success of scaled strategies 
  • Evolve the scaled customer journey to determine when customers should engage with specific Coaching resources 
  • Collaborate with the CX Project Coordinator to transform specialized training sessions into evergreen sessions as needed
• Operate as a critical link between Product Marketing and customer activations via the cross-functional Adoption Center of Excellence 
  • Collaborate on establishing customer goals to drive a unified product adoption strategy 
  • Collaborate with Product Marketing early in the product lifecycle to shape messaging and influence launch strategies and adoption goals 
  • Craft strategic project plans that implement scalable tactics, identify and address common blockers, and ensure alignment across the CX organization
• Influence Academy strategy within product hubs and support in creating scaled content 
  • Convert complex live training tutorials into digestible, scaled training packages in Academy to simplify the customers’ campaign launch process 
  • Ensure frictionless access to resources to promote scalable customer behaviors
  • Partner with Content Design to reduce gaps in Academy’s resource library 
  • Design simplified training materials that address nonprofit customer needs
  • Leverage various methods for content delivery, including Academy courses, live workshops, one-pagers, and interactive worksheets
  • Lead ownership of the giving season Academy hub to ensure customers have access to the most impactful resources

You… 

• 2+ years of experience in enablement, learning & development, instructional design, or teaching roles
• Proven experience in developing scaled learning resources for customers (e.g., online courses, training decks, interactive workshops)
• Strong facilitation and presentation skills; confident public speaker with the ability to engage diverse audiences
• Ability to quickly create new content and adapt existing materials to meet customer needs
• Strong writing skills to create clear, concise, and impactful customer-facing resources
• Experience working cross-functionally to align content strategies with business goals
• Comfortable with analyzing data to inform training strategies and improve customer adoption 
• Strong analyti