Senior Manager, DAF Client Experience
Foundation Source
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $125,000 - $145,000 per year
Job Level
Senior
About the role
- Lead client support across the DAF platform, ensuring timely, accurate, and empathetic responses to donor and advisor inquiries
- Personally handle complex or escalated client issues with specialized DAF knowledge
- Partner with Operations and Engineering to resolve technical challenges and improve client experience
- Track support metrics and client satisfaction trends to identify improvement opportunities
- Create and maintain support documentation, FAQs, and training guides for internal teams and clients
- Represent the voice of the client to Product and Engineering
- Lead onboarding for new advisor partners (white-label DAF programs) and design scalable onboarding workflows
- Build trusted relationships with partners and conduct regular partner check-ins
- Manage billing and renewal processes with accuracy and consistency
- Support partner compliance and due diligence coordination across teams
- Act as a connector between Charityvest Inc. and Foundation Source to ensure operational alignment
- Deliver training and guidance to internal teams on complex DAF processes
- Identify and implement process improvements to boost efficiency and scalability
- Lead cross-functional initiatives to roll out new systems and optimize workflows
- Oversee billing and financial operations, invoicing, revenue recognition, and compliance
- Maintain up-to-date operational documentation and contribute to policies supporting consistency and quality
Requirements
- A bachelor’s degree
- 8–10+ years of experience in wealth management, financial services, or fintech operations
- Experience with donor-advised funds is a strong plus
- Proven track record in client success, customer support, or partner management (financial advisors, wealth teams, or institutional clients)
- A solid understanding of philanthropic giving, including donor-advised funds, tax implications, and relevant regulations
- Hands-on experience with billing, invoicing, and financial operations in a B2B or advisor-driven environment
- Excellent written and verbal communication skills
- Confidence working with multiple stakeholders and aligning cross-functional teams
- Strong analytical and problem-solving abilities with a data-driven approach
- Familiarity with support systems (e.g., Intercom) and billing/finance software
- Self-starter mindset, exceptional attention to detail, and strong project management skills
- Genuine passion for philanthropy
- Experience in a startup or high-growth setting
- Dedicated home workspace free of distractions
- Reliable high-speed internet connection
- Ability to meet physical demands described (talk/hear, use hands, occasionally lift up to 15 pounds)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
donor-advised fundsbillinginvoicingfinancial operationsclient successcustomer supportpartner managementphilanthropic givingtax implicationsregulations
Soft skills
written communicationverbal communicationanalytical skillsproblem-solvingproject managementattention to detailself-starter mindsetrelationship buildingstakeholder alignmentempathy
Certifications
bachelor's degree