Director of Customer Experience

About JustFund

JustFund was created by funders and organizers of color to remove traditional barriers in philanthropy and to simplify the grants application process for organizations working at the forefront of social change. Built to center equity in grantmaking, and designed as a tool that brings the principles of trust-based philanthropy to life, we are resetting how grantmaking works for those seeking and distributing funding.

We fund transparently and move critical resources to chronically underfunded groups. We are looking for a candidate who is excited about working with funders to move money to the movement. You will need to be values-aligned, highly organized, bring exceptional user management skills, and be committed to centering equity and service in every engagement.

To learn more about JustFund, please visit us at: ​​https://www.justfund.us

The Opportunity

JustFund is seeking a mission-driven and values-aligned Director of Customer Experience to join our growing team.

The Director of Customer Experience will be a vital member of the JustFund team, joining the Executive leadership team and managing our customer experience and client success staff. We are seeking a process-oriented leader who will evolve our strategy and systems around client experience. They will be responsible for developing and implementing customer support infrastructure.

The Director of Customer Experience will deliver best in class services to our clients, manage overall customer experience, build partnerships with our grantmaking and grantseeker community, and identify opportunities to build loyalty and growth. The Director of Customer Experience will also be responsible for building core infrastructure, automations, and internal processes for client support, while identifying ways for JustFund to scale. This person will combine strategy, execution, and management to drive growth and adoption of our technology platform, ensure a successful client onboarding and retention journey, and glean strategic insights that improve our product value. They will be proactive in helping customers drive increased usage and value from our solutions towards their outcomes, helping understand, track and improve the health, needs and satisfaction of our clients, sharing with customers best practice usage, helping protect and grow recurring revenue and being responsive to customer requests and concerns. The ideal candidate is an accomplished customer experience/client success professional, with experience working in the tech space, and a deep knowledge of the social good sector.

The Director of Customer Experience will report to the Managing Director. The Director of Customer Experience role is remote and will be based within the United States and will regularly interface with US-based team members across multiple time zones.

Key Responsibilities

Build Infrastructure: Build core operational infrastructure and lead the Customer Experience team

  • Build and implement robust systems and processes for our Customer and Client Success staff utilizing Hubspot and other project management tools, including our prospecting and sales pipeline.
  • Supervise a team of staff ensuring that they are delivering excellent services to both grantmakers and grantseekers and addressing areas where automation can improve staff efficiencies.
  • Create seamless and intuitive customer support journeys from acquisition to renewal, identifying opportunities for increased engagement.
  • Define (and continuously refine) customer experience best practices and process, while developing plans to retain and grow the JustFund community.

Drive Overall Customer Experience: Ensure customer success, retention, and growth

  • Lead strategic, cross-functional initiatives such as customer journeys, maturity models, voice-of-customer, and product feedback.
  • Track, analyze, and share customer sentiment data and product usage data, identifying opportunities for growth, and providing internal feedback on how JustFund can better serve clients.
  • Optimize the product feedback loop by working closely with Product and Development teams on the identification and tracking of bug fixes and enhancement requests for future features and functionality.
  • Identify and collect customer stories, case studies, and client references, while developing and delivering webinars, events, blogs, and other materials.

Manage Client Relationships: Provide high-quality, high-touch service to new clients

  • Build and maintain strong strategic relationships with funders, foundations, nonprofits, and other key stakeholders across our community, building trust, partnership, and respect.
  • Manage the onboarding journey for new clients, providing world-class services to ensure grant cycles are seamlessly managed, and the JustFund platform is leveraged effectively.
  • Troubleshoot emerging needs, handle difficult and/or sensitive conversations effectively, and provide support and education to clients.
  • Maintain a deep understanding of our solutions and how they address the needs and priorities of clients across the nonprofit and philanthropic ecosystem.

Qualifications

  • 8-10+ years of work experience in customer success, sales, relationship building, customer support, or account management.
  • Demonstrated experience at a SaaS company or software company building highly efficient customer success processes and optimizing software like HubSpot for client management.
  • Deep commitment to JustFund’s mission and values and excitement about working in a fast-paced, startup environment.
  • Successful leadership track record managing, growing, and inspiring the best out of a team.
  • Excellent written, oral communication, and presentation skills, including exuding confidence and instilling confidence in others, and deep comfort operating with C-suite executives.
  • Competence and comfort in drawing meaningful insight from data, and in both utilizing cloud software and demonstrating the enabling role of cloud services to others.
  • Knowledge of the social good community, which includes nonprofits, foundations, corporations, and individual donors a plus.
  • Experience working in philanthropy or in grants management software a plus.

Total Compensation (Salary and Benefits)

The Director of Fund Operations is a full-time position, and we offer a holistic total compensation package that includes a base salary and benefits. The annual salary budget for this position will be between $100,000-$120,000, commensurate with experience. All full-time staff are eligible for our benefits package including:

  • Medical, vision, and dental insurance
  • 401k plan
  • Paid time off (including holidays and sick time)
  • Wellness stipend
  • Home office equipment allowance
  • Cell phone and internet stipend
  • Professional development stipend and access to professional development opportunities

How to Apply

Apply by submitting your resume and cover letter here. 

We encourage individuals to submit their application for consideration even if they believe they do not have all of the preferred qualifications. We review applications on a rolling basis, and look forward to hearing from you.

JustFund is committed to having a values-driven, transparent, healthy, and collaborative culture. If the JustFund team can make the application process more accessible through accommodation in the recruitment process, please let us know.

Working With Us

At JustFund, we are committed to diversity, inclusion, and racial equity. JustFund is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Our management team is dedicated to ensuring the fulfillment of this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.