Associate Leader Success Strategist

ioby | Brooklyn, New York


ioby is a community of donors, volunteers and leaders creating, funding and implementing neighborhood projects that aim to make their neighborhoods stronger and more sustainable. ioby operates primarily through, a digital crowd-resourcing platform that supports these citizen-led, neighbor-funded initiatives in raising tax-deductible donations, volunteer recruitment and idea sharing. Crowd-resourcing, combining concepts in crowd funding and resource organizing, allows anyone to organize all types of capital — financial capital, social capital, in kind donations, volunteer muscle — from within the community where the project is taking place. ioby launched in beta in mid-2009 as a NYC pilot. Since then we've grown into a national organization, serving projects in more than 160 cities, with more than 1,150 projects completed with support from more than $5M in citizen philanthropy. Our work has been recognized by the Municipal Arts Society of New York City who awarded ioby the 2011 Livable Cities Award and by the Rockefeller Foundation who awarded ioby's co-founders the Jane Jacobs Medal for New Technology and Innovation.  Visit for more information. 

Job Summary

Are you passionate about client happiness, success and satisfaction? Do you want to make an impact in neighborhoods across the country? 

ioby seeks an Associate Leader Success Strategist to join our Brooklyn-based Leader Success Team. The Associate Strategist will play a critical role delivering ioby's on and offline crowdfunding coaching services and platform to ioby's nationwide network of resident Leaders to build their fundraising capacity for positive neighborhood change. Reporting to the Success Manager, this Associate will work 1:1 with ioby Leaders to ensure their success through relationship building and delivery of ioby's 1:1 coaching model.

As Associate, he/she/they will engage early and often in the ioby experience. He/she/they will own relationships from beginning-to-end, working with ioby Leaders to understand, adopt and successfully leverage ioby's crowdfunding services and platform for their specific fundraising needs. Responsibilities include providing proactive and tailored fundraising advice; direct 1:1 communication and feedback to ioby Leaders about their online story and fundraising plan; customer relationship and account management; technical assistance; data collection and activity tracking using ioby's backend and CRM systems, all with the goal to positively influence the ioby Leader experience through their successful crowdfunding campaign.

Job Objectives:

  • Proactively advise and coach ioby Leaders (novice and experienced fundraisers from across the country) by phone and email to successfully leverage ioby's crowdfunding platform as a funding tool, awareness campaign and capacity building mechanism for their important neighborhood work;
  • Build strong relationships with ioby leaders that increase adoption of ioby's services and product through informative, engaging and thorough outreach;
  • Provide tailored and timely fundraising advice to help ioby Leaders reach their fundraising goals;
  • Serve as a central point of contact for all communications relating to ioby Leaders' fundraising campaigns, provide a high level of client service from intake to disbursement

Reports To

Leader Success Manager


Relationship Management, Fundraising Coaching and Sales (80%):

  • Manage the ioby Leader (customer) experience during the planning for and duration of a crowdfunding campaign; for a subset of ioby Leaders this includes working closely with a City Action Strategist;
  • Provide expert advice, fundraising coaching and technical assistance to ioby Leaders; delivered 1:1 by phone, email and other direct communication methods; this includes collaboratively making a plan for fundraising, with the goal of increasing ioby’s already high campaign success rate;
  • Make recommendations, provide copy editing feedback on drafted online crowdfunding stories, campaign messaging and other fundraising communications;
  • Deliver customer solutions and fundraising interventions, as needed, to accelerate customer’s fundraising success, satisfaction and organization conversion rates;
  • Administer light website content management including minor changes to fundraising pages using basic html, text and image formatting tools;
  • Troubleshoot and report website issues experienced by leaders;
  • Record and track relationship management details and client activities using Salesforce CRM system and other client management tools;
  • Manage project disbursement and financial reporting for ioby Leaders’ campaigns

Cross Team Project Management and Organizational Growth (20%):

  • Continuously iterate on the Success Team’s workflow and model; collaborate with City Action Strategists in other ioby cities to improve the quality of service delivery and increase the percentage of incoming ioby Leaders who launch and complete an ioby Campaign;
  • Identify new opportunities for Leader support by working with staff to create fundraising resources and recommending helpful tools;
  • Regularly share great campaign stories, ioby Leader success stories and campaign outcomes with communications and other teams for promotion to social media and blog and for relationship building and education to funders and partners;
  • Be an advocate and voice of the ioby Leader during collaboration with other teams such as product, finance, growth and match programs with the goal to improve the ioby experience;
  • Contribute to the Success Team's quarterly strategic planning cycle using an OKR process


Career Experience in Customer Service and Client Account Management

Candidates for this position must have the following experiences:

  • Experience building relationships over the phone or by email with a track record of client happiness, success and satisfaction;
  • Experience providing excellent consultative services and advice to customers with varying degrees of understanding of company's industry, product or services;
  • Experience managing customer contact, sales leads information and sales opportunities in Salesforce or other CRM system;
  • Experience delivering technical or complex information plainly, in both verbal and written forms;
  • Experience identifying and resolving customer concerns and critical customer needs, as appropriate, with a high level of empathy, tact, autonomy;
  • Experience expertly managing a high volume of clients at any given time

An exceptional candidate will have the following experiences:

  • Experience with grassroots fundraising and online crowdfunding;
  • Experience working with or as part of a sales team or sales process to meet organizational sales and retention goals, preferably in a service environment;
  • Familiarity with the nonprofit sector;
  • Experience with basic website content management, including working knowledge of formatting tools for text and images;
  • Experience working in or other similar customer support and ticketing system


Candidates for this position must have the following characteristics:

  • At least 3 years of professional experience or bachelor's degree, and 1-3 years of customer service, community outreach or account management;
  • Strong interpersonal skills: courtesy, tact, patience and team orientation;
  • Strong communications skills, both written and verbal;
  • Enjoy regularly working on the phone, and is able to respond to emails quickly, effectively, and professionally;
  • Love of engaging strangers with patience and kindness in a timely manner;
  • Comfort in and excitement of working with a high volume and diverse group of customers;
  • Ability to think on your feet;
  • Curiousness, genuine interest in technology; willingness to learn and excel in the use of new software;
  • Ability and willingness to navigate frequent workflow changes;
  • Comfort in juggling competing priorities; meeting deadlines; mindful to promptly resolve time-sensitive requests; self-starter;
  • Natural meticulousness and attention to detail, particularly with regard to process and systems; values documentation;
  • Proficiency in math; comfortable with light accounting;
  • Team player with a sense of humor and a life outside of work;
  • Interest in working as part of a distributed staff;
  • Proficiency with all Microsoft Office products, Google Drive products, and Dropbox;
  • Desire to incorporate the following online collaboration software into your daily work: Asana,, DocuSign, Slack,, Salesforce, etc.

An exceptional candidate will have the following characteristics:

  • Passionate about grassroots fundraising;
  • A basic understanding of and interest in neighborhoods, community development, urban planning, and civic technology;
  • Experience working in organizations with a Diversity, Equity, and Inclusion framework


This position is based in Brooklyn. This is a full-time, salaried position in the $45,000-60,000 range, commensurate with experience, and includes a generous benefit package (including full coverage for health, eye and dental, a minimum of 27 PTO days in addition to holidays, and an attractive "Whole Person" policy).


This job is based at ioby's in Brooklyn, NY office, but does require occasional domestic travel. ioby's regular business hours are 9-6pm Monday through Friday, but this job will require some work outside regular business hours. You'll be expected to manage your own balanced workweek based on the demands of the job. ioby is a startup: You'll be expected to bring new ideas, strategies, revise your work on short timelines and bring an attitude of continuous improvement and a culture of innovation. For more information about ioby, visit

ioby is a start-up. For the right candidate, this direct client-interfacing role is an exciting opportunity to participate in the evolution of ioby's customer success team and to support a mission-driven, community-based nonprofit tech startup while contributing to a broad movement of citizen-led neighborhood development.

We recognize that folks seeking an Associate-level position might not have every type of skill or experience reflected here, and we encourage you to apply even if you don't meet every single bullet point.

How to Apply

APPLICATION DEADLINE: Sunday, August 19th, 2018

In your cover letter, please tell us how you see this role being a good step for your career and/or what excites you about this role.

  • Qualified applicants will be invited to begin the interview process with an initial phone screening during the week of August 20th;
  • Progressing candidates will be invited to continue the interview process with a video interview during the week of August 27th;
  • Final candidates will be invited to ioby’s Brooklyn office for an in person interview during the week of September 3rd;
  • A short exercise will be administered as part of the selection process and will require a minimal investment of time
  • This position has a target starting date the week of October 8th, 2018 with some on-boarding activities beginning the week of October 1-5 at an organization-wide staff retreat in Brooklyn.

Link to apply: 



Organization: Nonprofit Organizations