Onboarding & Client Success Representative

Onboarding & Client Success Representative – Remote

Position Summary

As an Onboarding and Client Success Representative, you will be the primary point of contact for our new organizations, ensuring their onboarding approval, adoption, and success setting up a fundraising program. You will support an integrated sales and marketing process, providing training and educational resources, as well as build initial relationships to drive client engagement & retention. Your focus will be on delivering a great first impression for our organization and helping set up our clients to achieve their fundraising goals.

What You Will Do

• Conduct basic needs assessments to understand clients' specific fundraising goals, challenges, and requirements.
• Document client interactions, activities, and outcomes in the CRM system to ensure accurate and up-to-date records.
• Execute integrated onboarding plans and timelines to meet clients' needs, with clear communications throughout the process.
• Serve as the introductory point of contact for target clients during the onboarding process, providing guidance and support to ensure a smooth onboarding experience.
• Conduct 90 day check-ins with new clients to gather feedback, address questions or concerns, and ensure their ongoing satisfaction and success.
• Proactively monitor and track client progress, identifying opportunities for improvement and providing actionable recommendations.
• Coordinate with internal teams, including marketing, operations, product, and technical teams, to ensure feedback is being recorded and implemented.
• Provide training/demos to clients on how to effectively use our fundraising platform, including system navigation, reporting, and campaign management.

Who You Are

• Familiarity with fundraising processes and nonprofit organizations is preferred.
• Proven experience in a client-facing role, such as customer success, account management, or client services.
• Empathy and a customer-centric approach, with a genuine passion for helping clients succeed.
• Ability to manage multiple clients simultaneously and prioritize tasks effectively to meet deadlines and deliver exceptional customer experiences.
• Strong problem-solving and critical-thinking abilities, with a proactive and solution-oriented mindset.
• Bachelor's degree in business, marketing, communications, or a related field (preferred) or equivalent relevant experience.
• Strong organizational and project management skills, with attention to detail and ability to follow through on commitments.
• Proficiency in using CRM systems like HubSpot to manage client relationships and track interactions.
• Excellent interpersonal and communication skills, with the ability to build strong relationships and effectively engage with clients at various organizational levels.

Why You Should Work For Us

• PTO including a paid day to commit to volunteering in your community
• Direct employee earning through RaiseRight program
• 401K matching plan and profit sharing up to 10%
• A mission driven culture
• Work From Home Position
• Paid parental leave
• Generous health benefits including medical, dental and vision
• Competitive compensation

RaiseRight is the largest gift card fundraising platform in the United States, helping 50,000 organizations raise over $800 million for initiatives that matter to them. Families purchase gift cards to use in their everyday shopping and earn rebates from retailers to offset expenses such as school tuition, athletic equipment, band trips, and church operations. Fundraising through everyday spending is disrupting the traditional methods of selling baked goods, organizing annual events or asking for donations. It is simply the right way to fundraise.

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