Givebutter

Customer Success Manager

• Serve as a lead point of contact for high value customer accounts, developing trust and building relationships with key stakeholders, while guiding them through adoption and best practices to accelerate their fundraising goals on Givebutter.
• Become a subject expert in the Givebutter platform and leverage fundraising expertise to assist with fundraising strategy via email, Zoom, and phone calls.
• Assist with the creation and maintenance of educational materials, including best practice and workflow guides, for all of Givebutter’s customers.
• Lead discovery sessions to align engagement requirements with organizational outcomes and identify key stakeholder responsibilities within an actionable plan.
• Lead and develop Customer Impact sessions to support scaled, 1:Many community based learning for high impact use cases and workflows.
• Provide use-case and product-based training and strategy guidance to help customers optimize campaigns and reach their fundraising and donor engagement outcomes.
• Continuously identify and improve gaps in implementation and customer success processes, contributing to the development of scalable, repeatable best practices.
• Surface and analyze customer feedback to drive product improvements and inform team strategy.
• Partner with Sales, Product, Support, and other internal teams to ensure a seamless customer experience.

Financial Planning and Analysis

• Own end-to-end forecasting and planning processes, including company-level models, departmental budgets, rolling re-forecasts, and scenario trees.
• Lead strategic modeling in partnership with the VP of Finance and senior leadership, including treasury modeling, payment monetization streams, and product-led growth scenarios.
• Maintain and evolve our Drivetrain model architecture with emphasis on transparency, automation, and decision readiness.
• Deliver budget-to-actual analysis, KPI dashboards, and executive-ready insights that fuel accountability across functions.
• Serve as a business partner to GTM, PDE, G&A and treasury teams — translating goals into numbers, enabling budget owners, and supporting multi-stream revenue planning.
• Collaborate with the Finance Ops Manager to streamline planning inputs, improve forecast hygiene, increase Drivetrain adoption, and embed AI-enabled workflows.
• Champion finance automation: design and maintain self-serve dashboards, pilot forecast-update bots, and eliminate manual churn across financial planning.

Director of Financial Planning – Analysis

Performance Marketing

• Launch and manage campaigns across Google Ads (Search, PMax, Demand Gen, YouTube, Display), Microsoft Ads, LinkedIn Ads, Meta Ads, and more.
• Conduct keyword research, write ad copy, and structure campaigns to align with business goals.
• Monitor account performance, analyze key metrics (CPA, ROAS, CVR, etc.), and flag insights or issues.
• Build and maintain reports to communicate results to stakeholders.
• Lead paid search audits, paid social audience audits, and competitive research to drive continuous improvement.
• Partner with creative and growth teams to align messaging, landing pages, and testing strategies.
• Own conversion tracking, pixels, UTMs, and events.
• Build dashboards and deep dives in Hex, GA4, and HubSpot.

Paid Media Manager

Customer Support

• Respond promptly and accurately to inbound user inquiries via phone.
• Use a screenshare tool as needed while supporting users.
• Proactively identify user needs, guide them through key features and workflows, and serve as a trusted product specialist — helping premium users find the setup or solution that works best for their campaigns.
• Troubleshoot issues by testing different scenarios, impersonating users, analyzing potential product malfunctions, and submitting escalations as needed.
• Collect and document user feedback, feature requests, and workarounds, and share insights to help improve the product.
• Adhere to company and department Standard Operating Procedures (SOPs).
• Take on special projects and tasks as assigned by Support Leadership.

Customer Support Phone Specialist

Manager

• Lead, mentor, and develop a team of 6–8 Implementation Managers through regular coaching, feedback, training and performance management.
• Partner with Sales, Product, Support, and Engineering teams to ensure a smooth transition from sales handoff to customer go-live.
• Drive continuous improvement by developing scalable processes, playbooks, and tools that streamline onboarding and enhance efficiency while enabling customers to achieve their fundraising outcomes with Givebutter.
• Monitor team and customer performance using data-driven insights to improve key implementation metrics (e.g., activation, time to value, adoption rates, CSAT).
• Serve as an escalation point for complex customer challenges, working cross-functionally to resolve issues and maintain positive relationships.
• Partner with internal stakeholders to surface customer feedback that informs product development and enhances the onboarding experience.
• Contribute to strategic planning, hiring, and enablement efforts that support the long-term development and growth of the Implementation team.
• Act as the strategic program manager for our Magic Migration service delivery approach, informing product development priorities and effectively guiding customers through platform transition and data migration.
• Provide thought leadership in fundraising and donor engagement strategy, helping customers get the most out of the Givebutter platform.

Implementation Manager

• Respond to queries from users in a timely and accurate way via live chat and email
• Follow up with unresponsive users and leads to ensure their questions are resolved
• Proactively identify user needs and help customers implement specific features
• Analyze product malfunctions (for example, by testing different scenarios or impersonating users) and report them
• Gather user feedback, feature requests, and workarounds, and proactively suggest improvements

Customer Support Chat Specialist

Backend Engineer

• Design and implement backend and frontend features using PHP/Laravel and React/TypeScript to support messaging (email, SMS, direct mail), donor relationships, data imports/exports, and reporting.
• Collaborate cross-functionally with product, design, and other engineers to translate user feedback and needs into intuitive, scalable interfaces and systems.
• Work with APIs and third-party integrations, including messaging tools, email editors, campaign builders, CRM import sources, and public APIs.
• Build and maintain systems that support high-volume data processing, seasonal traffic spikes, and legacy CRM data migrations.
• Contribute to engineering excellence through code reviews, establishing technical standards, and participating in team-wide technical initiatives.
• Evaluate and provide feedback on AI-generated code and proposed technical solutions to accelerate development.
• Participate in support rotation to address production issues during business hours.

Senior Backend Engineer

• Serve as the main point of contact for a book of business of new customer accounts, guiding them through implementation and early adoption.
• Lead discovery sessions to align implementation requirements with organizational outcomes and identify key stakeholder responsibilities.
• Lead and support technical implementation of new customers, including project management and consultative guidance on configuring integrations, fundraising campaigns, embedding widgets, and importing/migrating data.
• Provide use-case and product-based training and strategy guidance to help customers optimize campaigns and reach fundraising and donor engagement outcomes.
• Continuously identify and improve gaps in implementation and customer success processes, contributing to development of scalable, repeatable best practices.
• Surface and analyze customer feedback to drive product improvements and inform team strategy.
• Partner with Sales, Product, Support, and other internal teams to ensure a seamless customer experience.