Customer Success Manager (Nonprofit Software)

Job Type

Full Time




1801 West Warner Avenue
United States


We are a private, Chicago-based company that provides technology solutions to nonprofits. We love our customers, and our mission is to empower them with the most impactful CRM database and inspiring websites, supported by the most helpful and caring nonprofit experts. We are looking for a customer service guru who will perfect and champion our customer service methodology and ensure its adoption by the technical support team. You will direct the daily activities of our support agents, handle customer escalations, and ensure delivery of top-notch customer satisfaction.


  • Set policies and procedures to standardize our customer service process
  • Define team goals and key performance indicators and provide regular progress reports to VP of Business Operations
  • Develop and maintain expert knowledge on Neon products and stay up to date on releases and integrations
  • Provide coaching and training on customer service and troubleshooting techniques
  • Delegate tickets to team and coordinate schedules to cover all hours of business operation and ensure continuous and full support
  • Resolve escalated customer complaints and assist team with tickets and calls as needed
  • Inspire and motivate agents and encourage a customer-centric atmosphere
  • Monitor client feedback and recommend changes through appropriate channels
  • Interview and onboard new support staff


  • Zendesk certified or equivalent experience
  • 2+ years of technical support experience, troubleshooting complex software issues and interacting directly with customers via live chat and/or ticket support
  • 2+ years of management experience
  • Experience using NeonCRM, Raiser’s Edge, DonorPerfect or a similar CRM software
  • Willingness to become proficient in NeonCRM, QuickBooks, JIRA, among others
  • Experience working in a fast-paced, agile environment and partnering effectively with product managers and communicating with developers
  • Demonstrated ability to write clear and thorough documentation


  • 80% of our team comes from a nonprofit background, and we’re driven to help our clients make a difference in the world - learn more on our careers page
  • Collaborative office environment that welcomes fresh ideas and allows you to make an impact
  • Great company culture – rated 4.7/5.0 on Glassdoor
  • INC. 5000 List of America's Fastest-Growing Companies for three consecutive years
  • Benefits include health/dental insurance, vacations, sick days, family leave, 401k with company match, pre-tax transit benefit program
  • Casual work environment, regular company outings, stocked food pantry, and a convenient Ravenswood location with parking and close to public transit (CTA Brown & Metra UP-N Lines)

The position is based out of Chicago, IL and remote work arrangements will not be considered.

Level of Language Proficiency


Professional Level


Minimum Education Required

4-year degree

How To Apply