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The National Lottery Community Fund, Multiple Locations (Hybrid)
National: £36,000 - £43,500 London: £40,000 - £47,500
Posted 1 week ago
Closing in 4 days
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£38,100 - £41,100 per year
Posted 3 weeks ago
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CBM UK, Cambridge (On-site)
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MS Society UK, N4, London (Hybrid)
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Page 4 of 13
Remote
£45,000 - £50,000 per year
Full-time
Permanent

Actively Interviewing

This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!

Job description

About the Role

We are looking for a proactive and highly dedicated Customer Success Manager to become a trusted partner to our charity clients. This role is crucial to the success of our clients, combining strategic account management for all dedicated clients and hands-on project management and campaign build for managed services clients.

You will be responsible for nurturing strong, long-term relationships, ensuring our clients achieve their fundraising goals and realise maximum value from our platform and services. You will also be the main driver of renewals, keeping churn at a minimum and working with the Head of Partnerships and Head of Commercial Strategy to increase lifetime value alongside identifying and executing up-sell and cross-sell opportunities.

Key Responsibilities

Client Relationship & Account Management:

  • Build and nurture strong relationships with key stakeholders at non-profit organisations, deeply understanding their digital fundraising goals and aligning our solutions with their strategic objectives.

  • Work closely with the Growth team to deliver smooth and effective handover milestones, ensuring ongoing client confidence.

  • Conduct regular check-ins and strategic reviews to assess client satisfaction, gather feedback, and platform updates.

  • Proactively manage client health scores through our CRM  to help identify opportunities to increase client’s value and reduce churn.

  • Explore different ways in which clients may benefit from additional use of the platform and managed services.

Project Management & Campaign Delivery:

  • Lead project management and campaign build within the Social Sync platform for all your dedicated managed services clients.

  • Ensure client satisfaction by keeping internal teams well-briefed to successfully deliver agreed client requirements to a high standard and on time.

  • Collaborate cross-functionally to ensure clients have everything needed for successful campaign launches and ongoing optimisations.

  • Do everything within our control to optimise campaign performance, working closely with specialist functions to execute timely optimisations to overcome challenges and realise performance potential. 

Onboarding and Adoption:

  • Deliver a quick "Time to first value" through proactive account management, particularly during a client's initial days or weeks.

  • Offer personalised assistance and ensure access to and use of onboarding resources to accelerate non-profits's time to first value.

  • Develop and execute strategies to drive adoption and engagement with our platform, tailoring approaches to each client’s unique needs and goals.

Success Planning and Outcomes:

  • Create and manage comprehensive success plans for clients, setting clear goals and regularly reviewing progress to ensure they achieve their desired outcomes.

  • Provide best practices and strategic recommendations to help clients elevate their fundraising efforts and fully utilise our platform and services.

  • Act as the internal voice of the customer, gathering feedback and collaborating with our Product and Managed Service teams to drive enhancements that meet client needs.

  • Identify potential risks and opportunities for upsell and cross-sell, working closely with internal teams and senior leadership to address concerns and explore growth possibilities.

Renewal & Lifetime Value:

  • Lead on the renewal process for all your dedicated charity clients, proactively managing conversations to keep churn at a minimum.

  • Managing deal lifecycle and sales process in our CRM working towards individual assigned revenue targets.

  • Work with the Head of Partnerships and Head of Commercial Strategy to develop and execute plans that increase customer lifetime value.

Application resources
Application Instructions

Equal Opportunities Statement

We are an equal opportunity employer and believe in the power of a diverse, inclusive team.

We welcome all applications from all suitably qualified people, regardless of race, sex, disability, religion / belief, sexual orientation or age.

Please let us know if you require anything which would enable your success throughout our interview process.

We cannot offer visa sponsorship and you must be able to work in the UK.

Posted by
Social Sync View profile Organisation type Non Charity Employer Company size 21 - 50
Posted on: 22 August 2025
Closing date: 21 September 2025 at 17:00
Tags: Business Development, Digital, Commercial, CRM, Social Media, Digital Fundraising

The client requests no contact from agencies or media sales.