Customer Success Manager in London

Join us as our first Customer Success Manager and help charities unlock financial freedom! We are looking for a Customer Success Manager to take on a pivotal role as our first dedicated CS hire for EverGive. This isn’t a "steady‐state" CS role – you’ll be pioneering alongside us, shaping what success looks like, and building scalable processes that will underpin our long‐term growth. You will own the experience of both our charity partners and donor community during this pivotal early launch phase.

You’ll work directly with our early‐stage charities and donor community, ensuring their experience is smooth, impactful, and sets the tone for future success. Your focus is on ensuring customers get more value than expected, driving retention, and making them lifelong champions of EverGive. You’ll work directly with mission‐driven charities, ensuring their onboarding is smooth and impactful, while also championing our donors – understanding their needs, solving their problems, and amplifying their stories. As the trusted partner for our users and the voice of our customers inside EverGive, you’ll have a direct hand in shaping our product and strategy.

This role is perfect for someone who thrives in fast‐moving, early‐stage environments – highly organised, proactive, and excited to build as they go.

What you’ll do:

• Own the onboarding journey for new charity partners, ensuring their first experience is smooth, engaging, and impactful.
• Champion our donors, serving as their trusted point of contact and developing a deep understanding of what matters most to them.
• Anticipate and solve challenges before they arise by coordinating closely with sales, product, engineering, and leadership.
• Build lasting relationships with charity partners and donors, acting as their advisor and advocate.
• Turn feedback into action – capturing insights and channeling them directly into product and strategy discussions.
• Design and improve scalable processes and resources to support partners at scale as we grow.
• Amplify impact stories, celebrating charity successes and showcasing them through our platform.
• Stay curious about Bitcoin's potential for charities, bringing either prior knowledge or a willingness to learn and apply new insights.

Who you are:

• Proven experience in Customer Success, Account Management, or another senior customer‐facing role.
• Ability to work independently and thrive in an autonomous, fast‐moving startup environment.
• Excellent organisation and problem‐solving skills, with a proactive, solutions‐first mindset.
• Natural curiosity and resourcefulness – quick to spot opportunities and challenges before they surface.
• Strong cross‐functional collaboration skills – able to partner effectively with sales, product, engineering, and leadership.
• Exceptional communication skills – able to influence and build trust with clarity, empathy, and impact.
• A passion for mission‐driven work and the desire to feel connected to the impact of your efforts.
• Openness to learning and using Bitcoin to enable financial resilience for charities (or personal experience with Bitcoin).

EverGive is largely hybrid‐remote – most roles work remotely and gather in London once a month. This Customer Success Manager is different: you’ll be on‐site in our central London workspace, to collaborate closely with our founder/CEO, Product Manager, and Growth Lead.

Company Benefits:

• Competitive Pay: A package designed to reward your talent and drive, with clear growth paths as we scale.
• Ownership in Our Success: Receive equity through our share option scheme and become a true stakeholder in EverGive's growth and impact.
• Comprehensive Healthcare: Full private healthcare cover, because your well‐being matters.
• Learn and Grow: Annual training budget plus three paid days to upskill, explore, and develop yourself.
• Delicious Team Lunches: On in‐person days, enjoy freshly prepared, restaurant‐quality lunches made by our personal chef.
• Impact Beyond Your Role: Use our giving programme to support causes close to your heart.
• Time to Recharge: 25 days of holiday (plus public holidays).
• Sick Pay: Available to support you on those days when you’re under the weather.
• Work from Anywhere: Take advantage of working‐from‐abroad opportunities.

Why We’re Moving In‐Person:

We’ve been a remote team since our early days, but as we enter our next chapter of doubling down on EverGive, we believe that building something bold and enduring now requires greater speed, creativity, and collaboration. For our new hires in London, we’re moving to full‐time, in‐person.

Key reasons:

• A true seat at the table: You’ll be in the room with our founder and early teammates, shaping the product, culture, and trajectory of the company.
• Osmosis at start‐up speed: Live whiteboard sessions, debates, and breakthroughs happen live, enabling rapid learning.
• The best of both worlds: Collaborate with remote colleagues while being at the heart of a London squad that’s designed for energy, creativity, and momentum.
• Mission‐driven intensity: If you care about EverGive’s mission, there’s no better place to be than right here, co‐creating with like‐minded peers.

This isn’t the path for everyone. But if you want to build shoulder‐to‐shoulder with exceptional peers, learn directly from our founder, and see the impact of your work every single day, this will be the most rewarding environment you’ll find.

Interview Process:

• Screening Call with Talent Lead (virtual / 30min)
• Survey/assessment (10–15min)
• Technical / Hiring manager interview (virtual / 1hr)
• Culture & Values fit interview (in‐person in London / 1h30)

Seniority level: Mid‐Senior level | Employment type: Full‐time | Job function: Customer Service and Business Development | Industries: Technology, Information and Internet