Raisely Hiring for Customer Success Manager at Australia Full Time

Raisely helps nonprofits across the world bring their fundraising ideas to life. We’re a purpose-driven remote team, spread across 7 countries and 17 cities.

We’re looking for a Customer Success Manager to cultivate relationships, guide users in optimizing digital fundraising through Raisely’s features, and ensure their success in surpassing goals. This role plays a pivotal part in driving positive change for our valued customers and partner agencies. By joining our team, you’ll not only have the opportunity to enhance your skills in client relationship management, product knowledge, and customer advocacy, but also contribute to saving lives, preserving our climate, and supporting the most vulnerable people in our society. 

About the role

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

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 to expand their use of the platform. 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.

Like all roles at Raisely, you should be an excellent communicator, believe in the values behind our customer screen, and leave your ego at the door (amplifying others is one of our 3 core values).

Hours

This role is full-time and permanent. You’ll be expected to do 5 days/38hrs a week while you’re getting up to speed, then within 3 months will be eligible to move to 4 days/30.4hrs as part of our 4 Day Work Week policy.

Location

Raisely is a remote company (we’ll help you set up your home office or chip in towards a coworking space) but we’re hiring for this role to be based in Australia or New Zealand. 

What will you be doing?

Here are some things that you might tackle in your first few months. Importantly, we’ll be here to support you along the way.

• 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.
• Scoped out a new campaign with one of your customers, talking about how they could bring their idea to life on the Raisely platform.
• Attended a charity sector event to build your network and identify trends as growth opportunities for your customers.
• Written up a case study with one of your customers about their experience with Raisely so far.
• 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.

What we’re looking for…

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 to follow up.

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 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.

So we can make this happen, we’ve made working here different. You’d be joining a fully remote, global team of compassionate, generous experts – from engineering to sales. We’re async, avoid busywork and keep meetings to a minimum. We work 4 days a week, for full-time pay, and full-time productivity. Once you’re up to speed, a regular week here is 32 hours.

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

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

⏰4-Day Week & Flexible Hours – Working here is about getting your work done, not clocking hours. You’ll be eligible to work a 4 Day Week at full pay once you’re past onboarding. We’ll work with you to figure out hours that work with you, and we’re flexible when life gets in the way.

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

✈️ ‘In-Person’ Retreats – Every 12 to 18 months we fly you somewhere pretty for our team retreats. Our last one was in Noosa, Queensland!

🗺 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 coworking space if you’d like to work there.

😌 Calm Company – ⅓ of us are parents, another ⅓ are parents to fur babies, and the other ⅓, well, they have lives too, so we strive to respect each other’s personal time.

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

How to apply:

You’ve got this far! We really want to hear from you. To apply, email jobs@raisely.com with your CV or LinkedIn profile and a short note introducing yourself and why you’re excited about this role. Use the subject line “Customer Success Manager”.

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

1. What was it about this job opportunity that made you apply?
2. Digital agencies play an important role in helping grow fundraising campaigns and this role will nurture those relationships. Explain how a partnership with digital and fundraising agencies might be beneficial for Raisely, the agencies and the customer.
3. What is the biggest fundraising challenge at the moment and what strategy/ies you would advise charities to adopt to overcome these?

We are accepting applications on a rolling basis until we find the right person.

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 disabilities, or people without the economic advantage of higher education, to apply for our roles.