Customer Success Manager job in Sydney

Customer Success Manager
Remote, Full-time

Raisely powers online fundraising for ambitious charities across the world. We’re a mission-driven remote team, spread across 5 countries and 7 cities.

We’re growing rapidly, but we’re not just any high-growth startup. Here you’ll have the flexibility of working from wherever you’re happy, supported by a passionate, talented team. You’ll use your skills to help charities of all sizes raise money to fund their important work, all while building a well-balanced company that puts values first.

If you’re excited about the challenge of a high-growth startup, and want your work to have a huge impact on the world, then we hope you’ll consider working with us.

A bit about us:
We’re Raisely! We help charities raise money online. Our platform helps charities build fundraising campaigns, run donation appeals, and nurture their supporters. We make it easy to get started and scale-up, without needing technical help.

We started Raisely because charities have been underserved by technology for too long. We set out to change that, and so far we’ve helped raise over $100m.

We’re a team of 13-turning-20 as we rapidly grow our company (and impact). With your help, we’re hoping to raise $1bn in the next few years and rapidly scale out, supporting charities small and large in countries across the world.

Oh and one more thing. We walk this impact talk. We’re a proud B-corp, and purpose is baked into our constitution. We’re carbon neutral, and we’re starting our anti-racism journey to ensure we’re actively undoing centuries of systemic racism.

A bit about the role:
As a Customer Success Manager at Raisely you’ll be a trusted advisor and point of contact for key charities on the Raisely platform. The brief is simple, ensure every charity you work with on Raisely is able to run successful, innovative fundraising campaigns.

You’ll wear a few hats, from project manager, to fundraising consultant, to digital marketer, to product expert. You’ll be proactive, regularly holding review and check-in calls with your customers, running training sessions, reviewing campaigns before they go live, and recommending how things could be improved. You’ll advocate for your customers within Raisely, and keep them informed as we improve our platform.

Beyond charities, you’ll also manage relationships with some of our expert partners, looping in technical resources when needed, and ensuring they’re able to use the Raisely platform to provide value for their own clients.

Finally, you’ll get the chance to share your fundraising and digital smarts with all of Raisely’s customers, through blog posts on fundraising best-practice, working with our team on new setup guides, and by participating in our regular webinars.

This is a full-time, permanent role. Raisely is a remote company. We giving preference to Australian candidates for this role, but it’s open for anyone in a compatible timezone.

Role: Permanent, full-time (38hrs/week)
Location: Remote (we’ll help you set up your home office!)
Timezone: Australia/New Zealand

If you worked here over the past few months, you might have:

• Run regular check-in calls with your book of customers to chat through how their campaigns are going so far, and what’s coming next.
• Supported a large charity as they launched a pilot campaign on Raisely, advising them on best practice fundraising page layouts, and ensuring their launch was successful.
• Participated in our week-long virtual retreat, where you learnt how sneaky your teammates can be in Among Us!
• Scoped out a new campaign with one of your customers, talking about how they could bring their idea to life on the Raisely platform.
• Arranged a design review of a page one of your customers built to ensure it looked schmick before going live.
• Written up a case study with one of your customers about their experience with Raisely so far.
• Onboarded a new customer onto Raisely, ran a training with their team and provided front-line support as they made their first campaign.
• Beat your teammates in trivia while wearing an elf costume.
• Reviewed the performance of a live fundraising campaign, dived into analytics and message stats to find insights in the data.
• Wrote a product pitch to make a new Raisely feature that you’ve heard a lot from a few of the charities you work with.
• Run a show-and-tell for the whole team on a unique and interesting campaign you helped create, showing off how Raisely was used and what the money raised was achieving.

Now about you…

You’re an expert digital fundraiser
You know and understand digital fundraising. You’ve run a large fundraising campaign before, start to finish. You know what’s involved in the set-up of an appeal page or campaign microsite, and what to look for before you go live. You’ve got experience setting up marketing automation, reviewing analytics, and monitoring key campaign health metrics. You can guide people towards best practices, and speak from experience.

You’re a superb communicator
Ok, you may not be a budding novelist but you love words and you know how to communicate things clearly, succinctly and effectively. ‘Cause after all, written communication is what we live and breathe in a remote team, and in customer success. You’ll need to be able to think on your feet during a consultation call with a customer, and write a clear and considered email

You’re good at juggling
You’re not phased by needing to juggle lots of different priorities and tasks, and you understand how important it is to keep people in the loop. Your reliability is rock-solid, you get back to your customers super fast, and you’re always looking for ways to add value. You think it’s good to be busy.

You care about making a difference
Yeah, we’re all here because we want to make the world better (and by that we mean a carbon neutral utopia with world peace and just laws, where all people are treated the same with equal opportunity to thrive). So you’ve gotta want that too!

Ok, and why work with us?
You spend nearly 2000 hours of your life at work, each year. That’s a huge commitment, so we can promise that every hour you’re spending with Raisely, you’re making the world a better place. Pretty great perk, hey?

Plus, the more you help us grow, the bigger our impact gets. And by that we’re talking hundreds of millions of dollars big.

Working at Raisely is unique. If you have a great idea, we’ll help you make it happen. You'll play a pivotal role in the success of hundreds of fundraising campaigns on our platform, and help shape our company as we grow.

If you needed more convincing, here’s the rest of it:

💵 Salary – We try to pay above-average salaries based on similar roles in Sydney, Australia. This role pays AU$82,500-$99,000 a year based on experience (including super).

📈 Ownership – We are focussed on building Raisely as a team, so we’ll offer you the chance to be a part-owner of the company with our Employee Share Scheme

💻 Technology – We’ll get you a laptop and screen when you start, plus help you set up your home office.

✈️ Retreats – Every 6-ish months we fly you somewhere pretty for our team retreats. (Once we’re able to safely again)

🗺 Annual Leave – Everyone gets 4 weeks paid leave plus 11 days of public holidays, to be taken when you like. Plus, you are entitled to generous paid sick leave.

🌴 Work remotely – We’re a remote-first company - live and work wherever you’re happiest. We’ll cover a co-working space if you’d like to work there.

⏰ Flexibility – Adjust your hours as you need, within the window set above.

🤷 Training – We’ll support you with time when you want to learn new skills or pay for conference or course tickets.

Why Raisely?

We’re actively working to improve the world
We’re an impact-driven company, we’re here to improve the wellbeing of people and planet. Helping charities raise money online is our greatest lever for change. We hold strong opinions, and respectfully refuse to work with people we disagree with. We’re a registered B-Corp, and are working to become carbon neutral.

We’re remote, and growing
While our roots are Australian, our team hails from all over the world. You’ll be joining colleagues in Australia, New Zealand, Canada and Mexico. If you haven’t worked remotely before, you’ll love the flexibility and won’t want to go back.

We’re ambitious, innovative, and growing fast
You’re joining us just at the start of our journey. We’ve been growing rapidly, but we’re just getting started. We want to help charities all over the world raise more online, through powerful technology paired with world-class customer support. We’re not settling for average.

How to apply:
You’ve got this far! We really want to hear from you. To apply, email jobs@raisely.com with your CV and cover letter. Use the subject line “Customer Success Manager”.

In your cover letter, include short answers to the following:

• What was it about this job opportunity that made you apply?
• We’re sure you keep tabs on all things digital fundraising. What’s the one thing you see over and over again that just grinds your gears? What do people get wrong
• You’ve been around the traps a bit and you probably have loads of stories about the things you nailed, but what’s one time you didn’t get it right first go, and how did you go about learning from that?
• What are the three most important things that you think a Customer Success Manager should do to provide value to their customers? Why did you choose those three?

We know with diversity comes strength. We want Raisely to be a team of many cultures, nationalities, sexualities, gender identities, religious beliefs, abilities, and ideas. We particularly encourage Indigenous people, First Nations, people from culturally and linguistically diverse backgrounds, people with disability, or people without the economic advantage of higher education, to apply for our roles.

Applications are open until 9am AEST, Monday March 1. (May be extended)