Project Manager, Customer Experience

Classy, an affiliate of GoFundMe, is a Public Benefit Corporation and giving platform that enables nonprofits to connect supporters with the causes they care about. Classy's platform provides powerful and intuitive fundraising tools to convert and retain donors. Since 2011, Classy has helped nonprofits mobilize and empower the world for good by helping them raise over $7 billion. Classy also hosts the Collaborative conference and the Classy Awards to spotlight the innovative work nonprofits are implementing around the globe. For more information, visit www.classy.org.

The Customer Experience Project Manager plays a key role in accelerating product adoption for Emerging and Commercial nonprofit customers, helping drive their success. In this role, you will connect with high-priority first-year customers in the Emerging book to drive campaign activation to meet Customer Value Realization (CVR) goals. You will craft strategic content that fuels product adoption, directly impacting donation volume realization, growth, and retention across the customer lifecycle.

The Job…

• Drive CVR for Emerging customers utilizing high-touch and intervention tactics 
  • Intervene with top-priority campaigns by hosting calls with customers and driving campaign activation
  • Strategize high-touch intervention tactics to better support CVR for first-year customers 
  • Partner with Lifecycle and Content Design to influence scaled strategies needed for CVR success
  • Audit future campaigns and recommend new strategies based on learnings to scale CVR tactics
• Develop strategic content aligned with customer lifecycle stages to maximize CVR and product adoption
  • Drive customer growth and revenue from product adoption by owning responsibility for Emerging and Commercial customer adoption goals
  • Prioritize content for Classy’s most impactful, product features proven to accelerate growth
  • Reduce content gaps in marketing material that will promote CVR beyond campaign launch
  • Deliver dynamic training sessions with compelling public speaking skills that clearly communicate product value and feature benefits 
  • Partner with internal stakeholders to boost customer engagement with resources, building confidence both internally and externally in the success of scaled strategies 
  • Evolve the scaled customer journey to determine when customers should engage with specific Coaching resources 
  • Collaborate with the CX Project Coordinator to transform specialized training sessions into evergreen sessions as needed
• Operate as a critical link between Product Marketing and customer activations via the cross-functional Adoption Center of Excellence 
  • Collaborate on establishing customer goals to drive a unified product adoption strategy 
  • Collaborate with Product Marketing early in the product lifecycle to shape messaging and influence launch strategies and adoption goals 
  • Craft strategic project plans that implement scalable tactics, identify and address common blockers, and ensure alignment across the CX organization
• Influence Academy strategy within product hubs and support in creating scaled content 
  • Convert complex live training tutorials into digestible, scaled training packages in Academy to simplify the customers’ campaign launch process 
  • Ensure frictionless access to resources to promote scalable customer behaviors
  • Partner with Content Design to reduce gaps in Academy’s resource library 
  • Design simplified training materials that address nonprofit customer needs
  • Leverage various methods for content delivery, including Academy courses, live workshops, one-pagers, and interactive worksheets
  • Lead ownership of the giving season Academy hub to ensure customers have access to the most impactful resources

You… 

• Exceptional communicator with the ability to simplify complex concepts 
• Strong analytical and strategic skills to drive customer success and business growth 
• Confident public speaker and engaging storyteller 
• A relationship builder who can influence customers and internal teams cross-functionally 
• Proactive and adaptable, continuously improving programs 
• Highly organized with excellent attention to detail 
• Skilled in designing presentation decks 
• Effective at managing time and juggling multiple projects 
• Seeks feedback for ongoing professional growth 
• Passionate about teaching and enabling customer success at scale 
• Problem-solver who thrives on challenges and takes initiative

Why you’ll love it here: 

• Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year.
• Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere.
• Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together.
• Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits.
• Holistic Support: Enjoy financial assistance for things like hybrid work, family planning, and commuting, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being.
• Growth Opportunities: Participate in learning, development, and recognition programs to help you thrive and grow.
• Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.
• Community Engagement: Make a difference through our volunteering and Gives Back programs.

We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose. Be a part of something bigger with us!

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences. We are committed to providing diversity, equity, and inclusion training to all employees, and we do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

The total annual salary for this full-time position is $61,000 - $91,000 + equity + benefits.  As this is a remote position, the salary range was determined by role, level, and possible location across the US. Individual pay is determined by work location and additional factors including job-related skills, experience, and relevant education or training. 

Your recruiter can share more about the specific salary range based on your location during the hiring process. 

If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact us at accommodationrequests@gofundme.com

Dedication to Diversity 

GoFundMe and Classy are committed to leveraging Diversity, Equity, Inclusion, and Belonging to cultivate a culture that embraces and supports the unique identities, experiences, and perspectives of our people and customers.

Our diversity recruiting priority is recognized under our first DEIB Driver: Opportunity Foster Diversity - we identify, recruit, and invest in top talent- ensure our people reflect the unique identities, experiences, and perspectives of the communities we serve and are all given the chance to grow.

Global Data Privacy Notice for Job Candidates and Applicants:

Depending on your location, the General Data Protection Regulation (GDPR) or certain US privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. 

Learn more about GoFundMe:

We’re proud to partner with GoFundMe.org, an independent public charity, to extend the reach and impact of our generous community, while helping drive critical social change. You can learn more about GoFundMe.org’s activities and impact in their FY ‘24 annual report.

Our annual “Year in Help” report reflects our community’s impact in advancing our mission of helping people help each other.

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