Customer Success Manager, SaaS

As the Customer Success Manager for SimioAccelerate, you will sit at the center of  everything: our customers, our product, and our quality. You’ll own customer success from onboarding through renewal, turn customer feedback into requirements the development team can build from, test new features before release, and help a fast growing team deliver real fundraising results for small and midsize nonprofits. 

This is a full-time, salaried, US-based remote position. 

Moore is a data-driven constituent experience management (CXM) company achieving  accelerated growth for clients through integrated supporter experiences across all platforms, channels and devices. We are an innovation-led company that is the largest marketing, data and fundraising company in North America serving the purpose-driven industry with clients across education, association, political and commercial sectors.

SimioAccelerate is Moore’s AI-native fundraising platform for small and midsize nonprofits, combining the latest AI capabilities with Moore’s decades of fundraising expertise to help organizations raise more, retain more donors, and do more with lean teams.

Check out www.WeAreMoore.com for more information. 

Your Impact:

• 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

Your Profile: 

• 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 

How We’ll Support You:

• Join the largest marketing and fundraising company in North America serving the nonprofit industry where we prioritize innovation and professional growth.  
• Collaborate with industry subject matter experts with over 5,000 employees across the enterprise.    
• To help you stay energized, engaged and inspired, we offer a wide range of benefits including comprehensive healthcare, paid holidays and generous paid time off so you can have the time and space to recharge and pursue your other passions and be with the people you care about.
• Moore is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 

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