Client Success Specialist

Company Description

MonkeyPod is an all-in-one nonprofit management platform, including CRM/donor management, nonprofit fund accounting, email marketing, online fundraising, grant management, and more, all integrated into one simple system. MonkeyPod's affordable and seamless tools automate busywork and streamline processes for nonprofits. In addition to the software itself, MonkeyPod clients can access fully-outsourced bookkeeping by our team of nonprofit finance professionals.

Client Success Specialist

Location: Fully remote

Reports To:

The Client Success Specialist is a member of the Client Success team and reports to the Director of Client Success.

Job Overview:

We are looking for a curious, empathetic, and mission-aligned Client Success Specialist to join our Customer Success team. As the first point of contact for MonkeyPod users, you will help nonprofit staff navigate the platform, resolve day-to-day issues, and get maximum value from their subscription.

Beyond direct support, you will play an important role in building our self-service knowledgebase — translating the patterns you observe in help desk tickets into clear, accessible documentation that helps nonprofits help themselves. This is an excellent opportunity for someone who enjoys both problem-solving and communication, and who wants to build a meaningful career in SaaS customer success.

Responsibilities and Duties:

Customer Support

• Respond promptly and professionally to inbound email support requests via help desk software.
• Troubleshoot and resolve user questions related to MonkeyPod’s CRM, fund accounting, email marketing, grant management, and fundraising platform modules
• Escalate complex or technical issues to senior team members with clear documentation of the problem and steps already taken
• Track, tag, and categorize support tickets to surface trends, recurring issues, and product feedback
• Develop a strong working knowledge of nonprofit workflows to provide context-aware, relevant guidance

Knowledgebase & Technical Writing

• Monitor help desk tickets to proactively identify topics that would benefit from new or updated knowledge base articles
• Draft clear, concise how-to guides, FAQs, and step-by-step tutorials written for a non-technical nonprofit audience
• Apply a consistent voice and style to all knowledge base content so users get a cohesive self-service experience

Team Collaboration

• Share customer feedback and recurring pain points with the product team to inform the development roadmap
• Contribute to internal support playbooks and onboarding documentation for new team members
• Participate in team meetings, platform training sessions, and product demos to stay current on MonkeyPod capabilities

Qualifications

Required

• Excellent written communication skills — you can explain technical concepts clearly and accessibly to non-technical users
• Patient, empathetic approach to customer service with a genuine desire to help people succeed
• Highly organized and able to manage multiple open tickets while prioritizing effectively
• Comfortable learning new software quickly and working independently in a remote environment
• Basic familiarity with common SaaS tools and web-based applications, including the Google Suite and Slack.
• Interest or aptitude for writing — you find satisfaction in turning a confusing process into a clear, readable guide

Preferred

• Experience working in or closely with a nonprofit organization in any capacity — staff, volunteer, board member, or contractor. You understand the constraints, priorities, and culture of the sector
• Familiarity with nonprofit financial concepts such as fund accounting, restricted vs. unrestricted funds, or grant expense tracking
• Experience with CRM platforms, donor management tools, or email marketing software (e.g., DonorPerfect, Bloomerang, Mailchimp, Constant Contact, or similar)
• Prior customer support, help desk, or technical writing experience, even in an informal or volunteer context
• Exposure to online donation platforms or nonprofit fundraising tools such as Givebutter or Zeffy.

Compensation

• $50,000/year salary

Schedule:

• Monday to Friday

Job Type: Full-time

Pay: $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule
• Paid time off

Application Question(s):

• We are unable to offer health insurance at this time, will this be a problem for you?
• Do you have experience working with nonprofit software?

Work Location: Remote