Customer Success Representative

Location: Remote, must be based in United States/Mexico/Canada

Salary Range: $60,000 – 70,000 (+ benefits, depending on location)

Role Type: Full-time

Eligibility Requirements: Authorization to work in the United States, Mexico, or Canada; background check

Reports to: initially reporting to the CEO; eventually reporting to Customer Success Lead

HOW TO APPLY:

Please apply via this form by April 18, 2025: https://form.asana.com/?k=HZgweQJrsQHbxvY5fJjqlg&d=1204778650384023

Applications will be reviewed and considered on a rolling basis until the deadline.

Who We Are

We are on a mission to digitally transform fund management and stewardship for fundraising organizations helping them more effectively measure, maximize, and communicate their impact.

FundMiner — a B2B SaaS startup in the fundraising/advancement software space — provides personalized fund management insights and automates complex and traditionally manual processes for fundraising organizations like universities, foundations, and nonprofits.

You can learn more about our company and values on our website.

Position Summary

We are looking for an experienced Customer Success Representative (CSR) who can successfully translate our vision into a compelling opportunity for potential customers.

The CSR is a customer-facing role that is primarily responsible for project managing the implementation process, as well as managing ongoing customer relationships for ensuring a positive and seamless experience with using the FundMiner platform. The CSR will work collaborate with both the sales and engineering teams to understand and communicate client expectations to help FundMiner deliver an exceptional experience. Equally important to FundMiner’s success is that of our customers. The CSR will work closely with clients advising them on strategy and best practices.

Essential Functions & Responsibilities

• • Develop and implement customer success processes such as onboarding plans, training material, and success metrics to increase customer satisfaction and scalability.
  • Map and track our customer journey, working directly with your sales and product counterparts to ensure that customers have the best experience with the company and platform throughout the entire customer journey.
  • Manage customer relationships, including onboarding, training, and ongoing support.
  • Assist the product team with testing the platform to ensure a seamless experience for customers.
  • Analyze customer data and provide insights to improve customer satisfaction and retention. Identify and implement opportunities for upselling and cross-selling to existing customers.
  • Monitor customer health and proactively address any potential issues. Work with internal teams to resolve customer issues and escalate when necessary. The best customer success removes the need for customer success. Conduct regular check-ins with customers to ensure their success and identify areas for improvement.
  • Easily and efficiently navigate Microsoft Office suite, Asana, and HubSpot to conduct product demonstrations. Keep diligent notes on, and track, client interactions in our CRM (HubSpot) so that you can easily recall and pick up where the conversation left off. You always follow up and have a next step planned.
  • Stay up-to-date with industry trends and developments and actively participate in conferences, workshops, and networking events to expand your knowledge and professional network.

Skills & Experience

This is an ideal but non-exhaustive list of qualifications we are looking for in a successful candidate. If you meet some but not all of these, we encourage you to apply anyway! We look at each applicant’s candidacy in its totality to assess suitability for this role, including enthusiasm and inclination to learn and grow.

• • Bachelor’s degree or equivalent work experience
  • Professional background in the fundraising/advancement industry, donor relations, fund management, or related field.
  • Proven track record of success in a project/database/relationships management, customer success, or systems implementation role.
  • Excellent verbal and written communication and interpersonal skills, with the ability to build rapport and establish lasting client relationships.
  • Exceptional organizational skills and attention to detail, ensuring accuracy in managing client accounts and sales activities.
  • Self-motivated and driven to achieve and exceed goals.
  • Ability to thrive in a collaborative team environment while also being comfortable working independently.
  • Proficiency in using advancement CRM software and other sales tools to track and manage client interactions and sales processes.

Qualities & Values

The ideal candidate for this roll will be someone who…

• Is dynamic, results-driven, and pleasantly persistent when it comes to serving our customers and creating mutual value.
• Thrives in a fast-paced start-up environment, with excellent proactive communication skills and a passion for building and maintaining strong relationships.
• Has a track record of exceeding goals and enjoys working in a collaborative team setting.
• Is a natural problem solver and approaches things with a growth-oriented mindset and consideration for scaling.
• Maintains a business development outlook and uses discerning judgment to identify opportunities for upselling and cross-selling.
• Demonstrated integrity in all aspects of professional conduct.
• Commitment to diversity and inclusion/inclusive approach and practices with interpersonal interactions.

How Success is Measured

Key performance indicators (KPIs) for this role include:

• Reduce implementation time and time to value
• Reduce churn rate
• Customer retention and engagement rates
• Customer satisfaction and feedback

Work Environment & Accommodations

This is a remote position. As a small but mighty (and quickly growing!) team, we’re not based in central office space but will work with you to ensure you have a suitable setup and equipment to work from remotely.

Travel

Occasional travel may be required for this role, anywhere between 5-25% of the time.

Salary

We believe in transparency and equitable compensation. The salary range for this position is $60,000 – 70,000, with commission opportunity and possibility of an annual performance bonus.

Benefits

To augment salary and provide a comprehensive compensation package, FundMiner offers generous benefits (depending on location), including:

• Remote-first approach
• Flexible and generous PTO, including an annual “winter break” from December 24 – January 1
• 100% company-paid medical, dental, vision, and life insurance
• 401(k) plan with 3% company match
• Stock options
• Paid parental leave

Our Team

Our diverse (female + Latino) founder duo is uniquely qualified to lead, with our CPTO having experience building and scaling AI-powered products from 0 to millions for leading tech companies like Microsoft and Meta and our CEO’s extensive domain knowledge and deep-rooted industry connections. FundMiner is VC-backed and is a 2023 Techstars Company.

Commitment to Diversity, Equity, and Inclusion

FundMiner is committed to embodying the values of diversity, equity, and inclusion. More than being an Equal Opportunity Employer — where all qualified applicants will receive consideration for employment without regard to race, religion, national origin or ancestry, sex, gender identity or expression, physical or mental ability, medical condition, genetic condition, pregnancy or childbirth, marital status, veteran status, or related characteristics — we actively encourage these candidates to apply.

As a young and quickly-growing company, we are committed to building a culture and work environment where employees and clients alike feel welcomed, respected, valued, and empowered to thrive. Everyone at FundMiner brings their own unique perspectives, experiences, and ideas with them — and we believe that a more diverse team creates a more innovative product, provides better service to our customers, and helps us all grow as individuals.