Funraisin Greater London, England, United Kingdom

Customer Success Specialist - UK/EU

Funraisin Greater London, England, United Kingdom

Direct message the job poster from Funraisin

Location: Hybrid/London Office - United Kingdom (with flexibility to attend in-person client or team engagements)

Salary: £36,000 - £43,000 (dependent on experience and scope)

Closing Date: Monday 28th July at 9 am

Join one of the fastest-growing tech companies and industry-leading products behind ‘online fundraising’ in the impact sector, enabling thousands of the world's most loved charities to raise money and deliver change for good.

We’re an ambitious bunch with big goals. Over 10 years we’ve grown to support more than 1000+ charities internationally, with a current team of 110+ passionate fundraising software professionals across 4 global offices (Australia, NZ, UK, USA). We act as one global team and have a great culture with a load of benefits (health and well-being, work-from-anywhere policies, bonus leave days and more).

As we continue to grow, we’re excited to welcome a Customer Success Associate to our UK/EU team to help provide confident, proactive support to a growing group of smaller charity clients.

About the Role

As the Customer Success Specialist for the UK/EU region, you’ll play a key role in supporting an extensive portfolio of Funraisin’s small-to-mid-sized clients. You’ll help ensure they feel confident using the platform on a day-to-day basis and supported in achieving their fundraising goals.

This is a hands-on, enablement-focused role where you’ll spend most of your time offering usage guidance, running training sessions, and helping clients navigate their platform experience. You’ll be the friendly face (and inbox!) for a broad group of users and will work closely with the rest of the UK Customer Success team to surface everyday needs, share insights, and build scalable support strategies.

This role is ideal for someone who enjoys solving problems, explaining concepts clearly, and supporting nonprofits in maximising the use of digital tools.

Key Objectives of Role

• Help support charities with successful campaigns and their performance
• Increase the product usage of Funraisin
• Help drive the platform preference of Funraisin

Key Responsibilities:

Client Support and Enablement

• Serve as the primary point of contact for a diverse portfolio of small and medium UK/EU clients, providing proactive guidance and support.
• Respond to client queries and platform usage questions via email and calls, directing to support resources where appropriate.
• Run group training sessions and individual platform walkthroughs to build client confidence and understanding.
• Monitor client satisfaction and flag any recurring challenges or requests to the broader team.

Training and Content

• Deliver one-many learning sessions, covering platform basics, new feature walkthroughs or campaign best practices.
• Contribute to the development of FAQs, help documentation or email resources to support common client queries.
• Help identify themes or gaps in client understanding that could inform future resources or training materials.

Collaboration and Internal Support

• Please work closely with the wider Customer Success team to ensure a joined-up approach to client communications.
• Collaborate with the Solutions, Product and Professional Services team to resolve platform or campaign-related queries.
• Contribute to internal discussions about enhancing the client experience and improving platform adoption.

Person Specification:

Requirements:

• A minimum of 2 years of experience working in or with the non-profit sector, particularly in a fundraising, digital or supporter experience role
• A minimum of 1 year of experience using a Content Management System and being comfortable.
• Strong written and verbal communication skills with the ability to explain things clearly and confidently to clients with varying digital experience
• Detail-oriented and organised, able to manage multiple tasks and clients at once
• Comfortable learning new digital platforms and tools
• A natural problem solver who enjoys helping others succeed

Nice to Have:

• Previous experience in a customer success, onboarding, training or support role - particularly in a SaaS or tech-for-good environment
• Familiarity with digital fundraising platforms, CRMs or campaign tools
• Interest in learning more about digital strategy, supporter engagement or campaign performance in the nonprofit sector

We understand you may not meet every single requirement, but if you’re enthusiastic about the role and believe you have the potential to thrive, we’d still love to hear from you.

Working Hours and Flexibility:

• This is a full-time role, typically working 9am - 5.30pm UK time.
• Requests for flexible hours are welcomed and will be reviewed on a case-by-case basis by Line Managers and the wider SLT.
• We offer flexible remote working with access to offices across London, as well as occasional in-person meet-ups in our London office.

What We Offer:

• 20 days annual leave allowance, with an additional day off for your birthday and 3 closure days between Christmas and New Year
• Home office budget
• Flexible work environment (remote or hybrid options)
• Monthly Health and Wellbeing allowance
• Access to HeadSpace
• Quarterly team socials and regular office meet-ups

The Funraisin Team

We’re a global team of fundraising software professionals with a shared mission to help good causes thrive. Some of us come from agencies, some from charities, others from the tech world — but we all care deeply about impact, collaboration and having a good time along the way.

We value curiosity, kindness, continuous improvement, and making the impossible possible.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

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