Head of Client Success

About Infinite Giving

Infinite Giving is a modern investment and giving platform built exclusively for nonprofits. We help mission-driven organizations receive, manage, and grow charitable assets through brokerage accounts, investment strategy, and donor-friendly giving technology.

Our clients trust us with real money, real donors, and real missions. That trust requires precision, care, and excellence.

We are a fast-growing fintech startup guided by two core values:

• Be Kind - Lead with empathy, patience, and respect, especially when complexity or stress is high.
• Do Excellent Work - Take ownership, move with urgency, and deliver work that is accurate, thoughtful, and complete.

This is not a traditional customer success role. It is a high-responsibility, high-trust operational leadership role at the center of our client experience.

Role Overview

The Head of Client Success owns the overall health, retention, and growth of Infinite Giving’s nonprofit

clients while maintaining technical fluency across the platform and client workflows.

This role leads client onboarding, relationship management, and expansion strategy, while also serving as the technical backstop for client operations. While day-to-day execution is handled by the Client Operations Specialist, the Head of Client Success must be capable of stepping in when needed, whether to support complex issues, provide coverage during absences, or guide decision-making when judgment and experience are required.

This role requires someone who is equally comfortable with nonprofit leaders and with technical systems. You must be able to explain financial concepts clearly, understand how money moves through the platform, and make informed decisions when issues arise.

Core Responsibilities

• Client Success Leadership & Oversight - Own the end-to-end client experience, including onboarding quality, relationship health, retention, and growth. Serve as the primary relationship lead for key nonprofit clients and as the internal advocate for client needs, risks, and opportunities.

• Onboarding, Retention & Growth - Lead the onboarding experience for new clients, ensuring they understand the platform, financial workflows, and how Infinite Giving supports their mission. Conduct proactive relationship check-ins focused on value delivery, confidence, and alignment with client goals. Identify opportunities for additional deposits, expanded product usage, and deeper strategic engagement.

• Technical Fluency & Coverage - Maintain working fluency across Infinite Giving’s platform, tools, and financial workflows. While not responsible for daily execution, be capable of stepping in to support or oversee client operations as needed, including support tickets, money movement, account reviews, and issue resolution. Provide judgment and guidance on complex or sensitive situations.

• Strategy, Systems & Team Leadership - Define what “great client success” looks like as the company scales. Set standards for communication, responsiveness, and quality. Manage and develop the Client Operations Specialist role, and help determine when and how to grow the team. Partner with leadership to improve systems, workflows, and client outcomes.

Skills & Experience Required

This role is best suited for someone with more senior experience in client success, account management, or client operations within fintech, SaaS, or financial services. You should have hands-on experience with complex products and workflows and be comfortable navigating technical systems, even if that is not your primary day-to-day focus.

You must be highly self-directed, able to manage multiple priorities without becoming reactive, and comfortable operating in a startup environment where speed and judgment matter. 

Experience owning retention, expansion, or long-term client relationships is strongly preferred.

What This Role Is (and Is Not)

This role is:

• Client-facing, relationship-driven, and deeply mission-led
• Responsible for stewarding long-term nonprofit partnerships and client trust
• Technically fluent, with the ability to step into complex workflows when needed
• Proactive, thoughtful, and ownership-oriented
• Well-suited for someone who enjoys building in a growing startup

This role is not:

• A purely relational or “check-in only” customer success role
• A hands-off leadership position with no operational awareness
• A slow, highly structured corporate environment

Qualifications & Experience

Required

• 5 years of experience in Client Success, Account Management, Client Operations, or similar roles in fintech, SaaS, or financial services
• Demonstrated ability to manage long-term client relationships and retention
• Strong financial and technical fluency, with comfort navigating multiple systems
• Proven ability to operate independently, prioritize effectively, and move with urgency
• Excellent written and verbal communication skills
• High emotional intelligence, patience, and genuine kindness under pressure
• Comfort working in a startup environment where processes are evolving

Strongly Preferred

• Experience in fintech, investment platforms, or financial operations
• Experience working with nonprofits or mission-driven organizations
• Prior experience helping scale a client success or account management function
• Experience overseeing or supporting complex, high-stakes financial workflows

Compensation & Benefits

This role offers a competitive salary, full health benefits, unlimited PTO, and the chance to do meaningful, mission-driven work alongside a growing team.

How to Apply

If you thrive in complexity, care deeply about accuracy and kindness, and want to help build the future of nonprofit finance, we’d love to hear from you. Please send your resume and a short note explaining why this role matches how you work to:

📩 hello@infinitegiving.com