Charity Customer Success Lead

Job Description

About our Client

Our client is a mission-driven fintech platform operating at the intersection of digital fundraising, community engagement, and financial technology. The organisation builds infrastructure that enables charities and nonprofits to raise funds more effectively by connecting donors with causes in meaningful moments.

Working with hundreds of organisations globally, the platform facilitates large-scale donation flows and supports high-impact fundraising campaigns for charities operating across international communities.

The team is intentionally small, highly collaborative, and focused on building products that create measurable social impact at scale.

The Role

The Charity Customer Success Lead owns the success of a portfolio of charity partners — from onboarding through activation, adoption, and renewal.

This is a relationship-led and commercially aware customer success role, where you'll act as the primary point of contact for partners while proactively identifying opportunities to help them grow their fundraising impact through the platform.

Success in this role isn’t measured by activity metrics alone, but by whether your partners are raising more funds and increasingly relying on the platform as a core part of their fundraising infrastructure.

You will be accountable for:

• High portfolio retention (90%+)
• Year-on-year donation growth across partner accounts
• Accurate renewal forecasting
• Strong partner engagement and platform adoption
  

Key Responsibilities

Partner Relationship Management

• Manage a portfolio of charity partners across the full lifecycle
• Build trusted relationships with both operational contacts and senior stakeholders
• Lead structured partner check-ins focused on upcoming fundraising opportunities
• Anticipate and address challenges proactively before partners escalate them
• Support senior stakeholder conversations including reviews and campaign planning
  

Onboarding & Product Adoption

• Guide new partners through onboarding and activation
• Ensure partners reach early fundraising milestones on the platform
• Identify opportunities for partners to utilise additional platform capabilities aligned with their fundraising goals
• Support partners in planning campaigns aligned to key moments in their fundraising calendars
  

Commercial Awareness & Portfolio Health

• Maintain a clear view of portfolio performance and account health
• Identify natural expansion opportunities as partner success grows
• Contribute to renewal forecasting with clear account insight
• Maintain structured portfolio tracking using a RAG-based health framework
  

Operational Excellence

• Maintain accurate CRM data (HubSpot or equivalent)
• Produce weekly portfolio reporting with clear insights and actions
• Develop repeatable processes for partner onboarding, engagement, and escalation, and translate partner feedback and campaign outcomes into clear insights that inform product improvements.
• Contribute to scalable customer success processes as the organisation grows
  

What Success Looks Like

• ≥90% partner retention across your portfolio
• Consistent year-on-year growth in donations facilitated for partner organisations
• Partners adopting additional platform capabilities where relevant
• New partners reaching their first meaningful fundraising milestone quickly after onboarding
• Clear portfolio visibility with no unmanaged risk
• Expansion within partner networks (affiliates, international chapters, related organisations)
  

Sector Context

A significant portion of the organisation’s partner community operates within faith-based and values-driven charitable ecosystems, with many organisations serving globally distributed communities.

Cultural awareness, authenticity, and trust are critical in building successful long-term relationships.

The organisation operates with seasonal fundraising cycles, with key campaign periods requiring increased partner support and preparation, followed by quieter periods focused on strategy and optimisation.

Requirements

Who You Are

• Essential
• Solid experience in Customer Success, Account Management, or Client Services
• Background in SaaS, digital platforms, fintech, or agency environments
• Demonstrated experience growing and managing a partner or client portfolio
• Strong commercial awareness and ability to identify growth opportunities
• Highly proactive working style with strong ownership of accounts
• Excellent organisational skills and experience using a CRM system
  
• Desirable
• Experience working in nonprofit, charity, or mission-driven sectors, ideally with familiarity with digital fundraising platforms, donor-advised funds (DAFs), or campaign-driven fundraising environments
• Experience building or improving customer success processes in scaling companies
• Comfort using data and account health indicators to guide prioritisation
  
• Bonus Experience
• Demonstrable portfolio expansion (increased adoption, revenue growth, referrals)
• Experience managing accounts with seasonal or campaign-driven cycles
• Experience building or using account health scoring frameworks
• Examples of turning around at-risk partner relationships
  
• What This Role Is Not
• A reactive support role — this is a proactive portfolio ownership position
• A strategy or function-building role — leadership exists above this position
• A slow-paced environment — the team moves quickly and values initiative

Application Process

📌 Apply via Workable
📌 Screening call with the People team (Virtual, 30 min)
📌 Meet your Line Manager and Team Lead (Virtual, 1 hour)

Benefits

About the Role Offering

• This is a remote first role based in the UK with the occasional requirement to meet up in person

What You'll Get:

• 💫 Competitive benefits