Customer Success Manager, Nonprofit SaaS

Moore is a data-driven constituent experience management company serving purpose-driven organizations through integrated marketing, data, and fundraising solutions. The Customer Success Manager will own customer success for SimioAccelerate, an AI-native fundraising platform, from onboarding through renewal while translating customer feedback into product requirements, testing features, handling support, and helping nonprofits adopt AI-powered capabilities.

Responsibilities:

• Own customer success for SimioAccelerate customers from onboarding through renewal, building relationships that ensure every organization sees real fundraising results
• Turn customer feedback and your own product knowledge into clear, actionable requirements the development team can build from, and partner with the team as features take shape
• Test new features before release, document issues clearly, and help raise the quality bar for everything we ship
• Handle frontline support - triage incoming issues, resolve what you can, escalate what you can’t, and close the loop with customers every time
• Develop onboarding materials, training resources, and best practices that help nonprofits get value from the platform quickly
• Use Claude and other AI tools daily - both inside our product and in how you work - and bring what you learn back to the team to improve our product and our practices
• Help customers adopt SimioAccelerate’s AI-powered capabilities, translating new features into practical fundraising outcomes

Requirements:

• 3+ years of experience in customer success, account management, client services, or nonprofit fundraising operations, ideally with a SaaS product
• Working knowledge of nonprofit fundraising - how small and midsize organizations raise money, the channels and metrics that matter, and the day-today realities of lean fundraising teams
• Clear communicator who can translate between customers and developers, equally comfortable walking a fundraiser through a feature and writing a requirement an engineer can build from
• Detail-oriented with a high-quality bar - you notice what's broken, document it clearly, and follow through until it's fixed
• Comfortable wearing multiple hats on a small, fast-moving team, with the judgment to prioritize and the initiative to work without close direction
• Hands-on experience using AI tools (e.g., Claude, ChatGPT, Copilot) in your daily work, with sound judgment about when and how to apply AI responsibly
• Genuine curiosity about AI and enthusiasm for making it part of your everyday work - and for staying current as the tools and best practices evolve
• Bachelor's degree or equivalent practical experience