Client Experience Specialist – Empowering Nonprofits Through Technology

Are you passionate about the intersection of technology and the nonprofit world?

Do you thrive in a collaborative environment where you can build meaningful relationships with clients and colleagues? Does the thought of helping communities across the nation excite you more than your morning coffee?

If this sounds like you, we may have the perfect role waiting for you.

Who We Are

We’re Galaxy Digital, a remote-first SaaS company that began in Asheville, North Carolina. We build technology that empowers nonprofits, volunteer centers, and community organizations to engage people and drive meaningful impact.

Our Get Connected Volunteer Technology is the leading volunteer management platform in the U.S. and Canada—serving thousands of nonprofits and millions of volunteers. We’re passionate about helping organizations mobilize people for good, and we believe in building strong local communities through connection and purpose.

We value diversity, equity, and inclusion, and strive to create a workplace where everyone feels welcome, supported, and encouraged to grow. We believe in balance—working hard while keeping space for wellness, joy, and creativity.

Who We’re Looking For

We’re looking for a Client Experience Specialist who will be the heartbeat of the customer relationship—guiding clients from their first introduction through onboarding, adoption, and continued partnership. You’ll serve as a trusted advisor, teacher, and advocate for a book of business made up of amazing nonprofit clients.

This isn’t your typical support role—it’s about connection, collaboration, and client success.

You’ll thrive in this role if:

• You love working directly with clients and helping them feel confident using new tools.
• You’re organized and thrive on managing multiple relationships with care and clarity.
• You’re a creative problem-solver who loves helping people overcome challenges.
• You communicate clearly and kindly, whether it’s over email, Zoom, or Slack.
• You’re tech-savvy, comfortable learning new systems, and eager to share your knowledge.
• You bring curiosity, empathy, and optimism to your work every day.

What You’ll Do

Guide New Clients

• Lead onboarding for new clients, helping them implement and tailor our software to their goals.
• Build lasting relationships from day one—ensuring clients feel supported, seen, and confident.
• Provide guidance through setup, training, and early product adoption.

Grow and Support Your Book of Business

• Serve as the ongoing main point of contact for your portfolio of clients.
• Conduct regular check-ins to celebrate wins, identify new opportunities, and introduce upcoming features.
• Partner with clients throughout their lifecycle—from onboarding to renewals and expansions.
• Track customer health, monitor engagement, and proactively address risk before it becomes churn.

Empower Clients Through Learning

• Host live trainings, webinars, and Q&A sessions to help clients deepen their platform knowledge.
• Use creativity to make complex topics approachable—sometimes that means writing a clear, friendly email, sometimes recording a quick how-to video, and sometimes jumping on a screen share to walk a client through it in real time.

Collaborate Across Teams

• Advocate for your clients’ needs by sharing feedback with our Product and CX teams.
• Identify success stories and opportunities for marketing or community engagement.
• Keep accurate documentation in our CRM to ensure a seamless client experience across teams.

What Success Looks Like

• Clients who are happy, confident, and thriving long after onboarding.
• High renewal and retention rates across your book of business.
• Strong customer satisfaction and engagement metrics.
• Clear communication, smooth transitions, and proactive problem-solving.

Qualifications

• 2+ years of experience in client success, onboarding, account management, or customer service.
• Bachelor’s degree or equivalent experience.
• Excellent written and verbal communication skills.
• Organized, reliable, and comfortable managing multiple priorities.
• Experience with SaaS tools or tech-enabled services (bonus if you’ve worked with nonprofits!).
• Proficiency with Google Suite, Intercom, and CRMs like ChurnZero or HubSpot.
• A genuine passion for helping others succeed and making a positive community impact.

Compensation & Benefits

Salary: $52,000 + performance-based bonuses tied to client success

Benefits include:

• Medical, Dental & Vision Insurance (after 90 days)
• 401(k) with company match (after 90 days)
• Unlimited PTO after 90 days + 9 paid holidays
• Paid Maternity & Paternity Leave

Our Hiring Process

We’ll be reviewing applications for two weeks. Once we have decided on who to invite to the initial interview, it will flow like this:

1. Initial virtual interview with the Director of People Operations.
2. Second-round interview with the Client Experience Manager.
3. Final conversation with the Senior Director of Customer Experience.

Start Date: December 1st

• Medical, Dental & Vision Insurance (after 90 days)
• 401(k) with company match (after 90 days)
• Unlimited PTO after 90 days + 9 paid holidays
• Paid Maternity & Paternity Leave