Customer Success Manager (SSO)

Givebacks is a mission-driven software company focused on improving K–12 school communities through innovative payment and fundraising solutions. The Customer Success Manager will be responsible for managing accounts, ensuring customer satisfaction, and identifying growth opportunities to drive revenue across the platform.

Responsibilities:

• Own and manage a portfolio of accounts with full revenue accountability
• Conduct structured account research to understand account priorities, funding initiatives, organizational structure, and expansion pathways
• Develop documented account growth plans outlining cross-sell and upsell targets, timelines, and stakeholder mapping
• Identify white space opportunities across products, departments, and affiliated organizations (PTAs, SSOs, schools)
• Maintain detailed CRM hygiene, tracking expansion strategy, contacts, and opportunity stages
• Proactively identify and pursue expansion opportunities across revenue-generating products
• Drive cross-sell motions into new accounts within school buildings
• Lead value-based conversations that align product capabilities to customer goals
• Meet or exceed assigned transaction volume targets
• Research and engage new stakeholders within existing districts and school networks
• Build multi-threaded relationships across finance teams, administrators, PTA leaders, and operational staff
• Conduct targeted outreach campaigns within your portfolio to unlock expansion
• Leverage usage data, product analytics, and customer signals to prioritize prospecting efforts
• Monitor product usage trends to identify growth signals and risk indicators
• Conduct business reviews that focus on value realization and future expansion opportunities
• Ensure strong renewal positioning through measurable impact and expanded platform footprint
• Partner with Sales when expansion opportunities require formal contracting
• Work closely with Support and Implementation to ensure smooth adoption of upsold features
• Provide actionable customer insights to Product to inform roadmap priorities
• Share successful account strategies and playbooks across the Customer Success team

Requirements:

• 1–3 years of experience in Customer Success, Account Management, or Account Executive roles (SaaS preferred)
• Experience carrying revenue, growth, or expansion targets
• Proven ability to drive cross-sell and upsell within existing accounts
• Experience working within a CRM (HubSpot preferred)
• Strong research and territory/account planning skills
• Familiarity with the K–12 education or nonprofit space is a plus but not required
• Preferred Central, Mountain or Pacific timezone