At a Glance
- Tasks: Partner with top UK charities to maximise their online fundraising potential.
- Company: Join Enthuse, a leading nonprofit software company transforming digital fundraising.
- Benefits: Flexible hours, remote work, 25 days holiday, and personal development support.
- Other info: Enjoy team socials, early finishes, and the chance to work from abroad.
- Why this job: Make a real impact by helping charities raise millions for great causes.
- Qualifications: 4+ years in Enterprise Customer Success with a customer-focused mindset.
The predicted salary is between 42750 - 52250 £ per year.
Customer Success - London, Greater London (Hybrid)
An exciting opportunity to join an industry-leading company in the nonprofit software market.
At Enthuse, we’re on a mission to transform digital fundraising by building the technology that empowers great causes.
Our donations, event registration, and fundraising platform helps thousands of charities raise millions.
Launched in 2012, we’ve come a long way — we’ve grown the team to over 70 people and now serve thousands of charities.
Enthuse is headquartered in London, with operations in Scotland, Northern Ireland and the Republic of Ireland.
What’s more, Enthuse is the official online fundraising partner for London Marathon Events and Great Run.
Reporting to the Head of Customer Success , you’ll partner with some of the UK’s largest charities to help them maximise their online fundraising.
You’ll own and develop relationships with leading organisations including Macmillan, Mencap, Diabetes UK and Young Lives vs Cancer, helping them get the most from Enthuse and deliver greater impact for the causes they support.
- How you’ll contribute
- Provide sector-leading guidance to your portfolio of enterprise charities, enabling them to raise more for their causes and reach their full fundraising potential.
- Gain an understanding of each charity’s fundraising strategy and objectives, create success plans, and conduct regular business reviews to ensure they’re achieving results with Enthuse.
- Challenge and inspire charities to elevate their fundraising through best practice recommendations and peer proof points.
- Onboard new charities within your portfolio, ensuring they experience product value within the first 90 days of their subscription.
- Focus on driving product adoption through your understanding of each charity’s objectives & your knowledge of the Enthuse platform.
- Find and engage new stakeholders across your charities, ensuring we’re collaborating with the right people, and that we have regular engagement with senior stakeholders.
- Be the internal voice of the customer, channelling feedback to our Product team to ensure customer needs are met.
- Deliver customer advocacy in the form of case studies, webinars and references.
- Proactively identify & manage churn risk, as well as upsell opportunities, collaborating closely with our Account Management team.
About you
- 4+ years’ experience in Enterprise Customer Success (B2B Saa S), owning a portfolio of enterprise customers with complex org structures and multiple stakeholders.
- Customer-focused: you put the customer front and centre of every decision.
- You are a confident and passionate communicator — managing any situation from difficult stakeholder conversations to inspiring action through data & peer proof points.
- Tech-savvy, with an interest in learning how our product works and the ability to provide technical assistance to non-technical contacts.
- A positive and enthusiastic team player, our team is collaborative, we’re looking for people who’ll bring new ideas & new ways of working to the Customer Success team.
- An understanding of the charity or fundraising sector is helpful but not essential.
- What you’ll get
- We celebrate together with an early Friday finish with optional team drinks, team incentives, and a variety of company socials
- We believe work-life balance matters and have flexible hours, working from home, and support part-time work
- We believe in giving back and give you one paid day to fundraise for a charity of your choice
- We will support your journey through our learning and development program with an allowance for training each year and Personal Development Plans, as well as a mentor program that offers structured support from senior team members
- Holiday allowance: 25 days holiday and bank holidays (33 in total).
We increase holidays based on length of service, so for every year you’re with us, you’ll get an additional day’s holiday up to 28 days.
We also offer an additional 5 days of unpaid holiday
• Enthuse Wings! Work from abroad for up to 4 weeks of the year!
- Private health insurance coverage
- Places for Races, as partners of London Marathon Events and Great Run, we get access to a number of participant places for major fundraising events.
- So if you're a keen runner, swimmer or cyclist - you could be in luck
Come as you are. Love what you do.
At Enthuse, we want to create a positive impact on a global scale. And to do that we know that the people at Enthuse have to reflect all global lives and identities.
We work flexible hours, we support remote working, and if that doesn’t quite work, we will definitely listen to what will.
We’re striving to create a place where all feel valued and welcome — and would love to hear how we could do that for you.
No matter what your background, identity, or even if your experience doesn’t exactly match — we’d love to hear from you!
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Enterprise Customer Success Manager employer: Enthuse
Enthuse, as part of Access Group, is an exceptional employer dedicated to empowering charities through cutting-edge digital fundraising technology. With a vibrant work culture that fosters collaboration and innovation, employees benefit from extensive growth opportunities and the chance to make a meaningful impact in the charity sector. Located in the UK, our team thrives in a dynamic environment where your contributions are valued and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Enterprise Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Enthuse. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Enthuse before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Enterprise Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Enthuse:Your cover letter is your chance to shine! Tell us why you want to work at Enthuse specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Enthuse!
How to prepare for a job interview at Enthuse
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
