Job Description

Customer Success Manager

Location: Leeds City Centre (hybrid working, minimum 1 day a week in the office)

Salary: 30k plus bonuses (OTE 45k - 50k+)

About Fundin

Fundin helps mission driven organisations raise more money with less effort. Our all-in-one grant platform combines AI-powered bid writing, a live funding database, and outcome tracking to reduce admin and increase impact. As a fast-growing startup, we work with everyone from grassroots community groups to national charities.

Role purpose

As Fundin's Customer Success Manager, your role is to deliver an outstanding experience to every new and potential client - from the first enquiry to full product adoption. You'll handle all inbound enquiries, set up and manage free trials, onboard new clients, and proactively support ongoing client adoption. You'll be the first point of contact for charities exploring Fundin, showcasing the value of our AI-driven grant tools, and helping them become confident, successful users of the platform.

Key responsibilities

1. Inbound enquiries & trial management

Respond to all inbound enquiries via our website or other channels Qualify leads based on organisation size, funding needs, and support requirements Set up and manage client trials, ensuring smooth access and a strong first impression Deliver engaging product walkthroughs that highlight Fundin's value
2. Client onboarding

Guide new clients through account setup, grant discovery, and use of the AI bid drafting features Design and maintain onboarding flows, checklists, and video tutorials Deliver 1 to 1 support to clients when they need it
3. Driving client adoption & engagement

Monitor user activity across accounts to identify inactive users or those who need support and proactively reach out to users who have not fully engaged with the product Deliver tailored support to help clients overcome hurdles and extract more value Collaborate with the founder and account managers to report friction points and feedback Spot upsell opportunities or churn risk by tracking patterns in user engagement
What we're looking for

Experience working with or within the charity, public, or social impact sectors e.g., in charities, VCSE organisations, grant-funded programmes, NHS services, or local authorities Account management experience and strong relationship-building skills Proactive, empathetic communicator comfortable with personalised outreach Ability to manage onboarding and adoption from first contact to product maturity Comfortable interpreting data on user activity to inform next steps Highly organised, capable of juggling multiple onboarding and client journeys Continuous improvement mindset with ideas to enhance user experience

Bonus

: experience running product demos, training, or creating support content
What we can offer you

30,000 per annum plus uncapped bonuses. Likely 45k - 50k in year 1. 30 days annual leave plus bank holidays Latest Apple tech Access to subsidised private medical care Dedicated personal development budget to support your growth - can be used for training, courses, or conferences We offer hybrid working and trust our team to manage their time in a way that balances life and impact You'll have the autonomy and freedom to shape your work, make decisions, and own projects, while knowing the team has your back when you need it. You'll be joining the founder, marketing manager, fundraising consultant, admin manager, senior software engineer, and technical lead A mission you can believe in. Every day, you'll help purpose-driven organisations secure the funding they need to do important work in their communities Expect regular check-ins, open communication, and a culture that values wellbeing just as much as performance
How to apply

Please send your CV and why you are interested in the role to tom@fundin.ai

Job Type: Full-time

Pay: 30,739.00-33,271.00 per year

Benefits:

Company events Company pension Health & wellbeing programme
Schedule:

Monday to Friday
Ability to commute/relocate:

Leeds LS2 7HZ: reliably commute or plan to relocate before starting work (required)
Experience:

Charity / Non-Profit: 2 years (preferred) Account management: 2 years (preferred)
Work Location: Hybrid remote in Leeds LS2 7HZ