Customer Health & Engagement Lead at GiveCampus

GiveCampus is the world's leading fundraising platform for non-profit educational institutions. Trusted by 1,300+ colleges, universities, and K-12 schools, our mission is to help advance the quality, the affordability, and the accessibility of education. We received a seed investment from Y Combinator in 2015 and have pursued a strategy of 'Sustainable Growth' ever since: achieving six consecutive years of profitability and positive cash-flow while more than quadrupling our revenue, our customer base, and our team. In 2022, we raised $50 million to accelerate the next stage of our growth.

Through The GiveCampus Social Mobility Initiative, we've donated $1 million in free fundraising support for programs that help low-income students, first-generation students, and underrepresented minorities. And in 2022 and 2023, we were named to Y Combinator's Top Companies list and the Inc. 5000 list of America's fastest-growing private companies.

While we operate at meaningful scale (we've facilitated more than $6 billion in charitable giving), we’re still small relative to the commercial and social good opportunities in front of us. Every GiveCampus employee has a substantial impact on our trajectory, and we're growing to help schools achieve even greater results.

Our purpose-driven team of 90+ is located across the US: team members work from anywhere they choose. We have a beautiful 12,000sf office in Washington, DC that is available for people to use whenever they want, and we regularly organize team meet-ups, events, and retreats in various locations. We're looking to expand our team with diverse and collaborative doers who believe in our mission and the transformative power of affordable, high-quality education.

About the Role:
The Partner Health & Engagement Lead will be responsible for managing a portfolio of K-12 and Higher Ed schools that benefit from a shared support model. This role focuses on ensuring excellent partner success at scale through proactive engagement, self-service resources, and strategic interventions. Using Vitally and other Success tools, the Partner Health & Engagement Lead will monitor the health of these schools, identify trends, and implement one-to-many engagement strategies to help schools maximize the value of GiveCampus solutions. As needed, they will engage Partner Success Managers, Partner Success Leadership and others at GiveCampus to get “hands on” with schools to mitigate risk and maximize the health of the partnership.

This role is a key investment in delivering high-quality support and resources for smaller fundraising teams while maintaining a strategic, proactive approach to partner success.

Key Responsibilities:

Scalable Partner Engagement

• Proactive Outreach: Design and execute one-to-many communication strategies (e.g., email campaigns, office hours, training sessions) to drive engagement.
• Self-Service Enablement: Develop educational content, best practices, and scalable resources to ensure schools can independently navigate the platform effectively.
• Data-Driven Intervention: Use analytics and health scores to identify at-risk schools and execute targeted engagement strategies to improve outcomes.

Portfolio & Relationship Management

• Portfolio Oversight: Manage a portfolio of schools, ensuring consistent engagement and tailored support.
• Partner Growth & Retention: Identify schools that could benefit from additional solutions or deeper engagement and ensure they receive the right support.
• Collaboration with PSMs: Partner with Partner Success Managers and Partner Success Leadership to escalate complex cases while maintaining proactive engagement for schools in this portfolio.

Operational Efficiency & Strategy

• Workflow & Process Optimization: Develop and refine processes to improve efficiency in managing shared success programs.
• Cross-Functional Collaboration: Work with Product, Sales, and Marketing teams to align messaging, surface insights, and enhance partner experience.
• Success Playbooks: Working with the Partner Success Operations Specialist, build repeatable frameworks for addressing common partner challenges, ensuring consistency in support and engagement.

Expectations

• Data Led with Context: Use data to develop insights while keeping the humans behind the numbers top of mind
• Strong Interpersonal Skills: Exhibit empathy, curiosity, and exceptional listening abilities both internally and externally
• Effective Communication: Clearly convey information internally and externally.
• Detail-Oriented: Ensure every interaction with partners is valuable and positive.
• Navigate Change and Ambiguity: Embrace a growth mindset for the change that is inevitable in an ambitious, fast-moving company. Be a driver of that change.
• Team Player: Support and uplift those around you while embracing accountability.

Ideal Candidate Profile:

• Experience: 2-4 years in Customer Success, CS Operations, Account Management, or a related field, preferably in SaaS or Education Technology. Fundraising or education experience is a plus but not required.
• Skills: Strong data analysis, project management, and customer engagement skills; familiarity with Vitally, Salesforce, or similar tools is a plus.
• Mindset: Comfortable with scaling CS efforts, prioritizing tasks effectively, and working cross-functionally.
• Approach: Brings an experimental, entrepreneurial approach with a willingness to try things that don’t scale before building for scale

Why Join Us?

• Be at the forefront of scaled CS innovation in the fundraising and education technology sector.
• Work with a mission-driven team dedicated to empowering schools and fundraising professionals.
• Opportunity to shape and refine a new success model that will enhance engagement and resources for fundraising teams.