Head of Customer Success, SMB, LATAM, Remote

Highlights

• OTE (On-Target Earnings): $55,000 - $60,000
• Base Salary: $44,000 - $48,000
• Location: remote in Colombia
• Stock options

About Us

At Fundraise Up, we are reimagining the fundraising platform to create the most convenient and fastest way to donate to non-profit foundations. Our innovation is aimed at enhancing loading speeds, boosting conversion rates, offering diverse payment methods, and more. Each month, individuals worldwide donate tens of millions of dollars through our platform. We are the go-to fundraising solution for some of the world's leading non-profit organizations. The UNICEF, Barack Obama, the Alzheimer's Association, and many others leverage our platform for their online fundraising needs.

About the Role

We’re looking for a proven SaaS leader with a strong background leading and scaling teams to join our stellar Customer Success team and serve the world's most impactful non-profits. As the Head of Customer Success, SMB Accounts, you will play a pivotal role in building and leading a team of Customer Success Managers responsible for driving engagement and growth across our SMB cohort of small and medium-sized non-profit organizations. As the coach and mentor of a small but growing team that is part of our larger Customer Success organization, you will develop the workflows, playbooks, and KPIs to empower each CSM to successfully manage a book-of-business of 100+ accounts each and deliver a consistent level of high customer satisfaction through expert product support and feature adoption. The ideal candidate is an effective task-master who can execute on the playbook and instill process discipline across a remote team supporting international customers and colleagues.

Key Responsibilities

• Lead Fundraise Up’s SMB (small & mid-size) Customer Success team.
• Develop the workflows, playbooks, and KPIs specific to driving success across a growing cohort of approximately hundreds of SMB customers, ensuring a consistently high level of engagement, growth, and customer satisfaction.
• Drive strong process discipline across a remote team of LATAM-based CSMs to ensure precise and timely communication and rapid resolution to requests from international colleagues and customers.
• Oversee CSMs’ effective account management from kick-off, implementation, launch, account planning and through the customers’ life-cycle.
• Work with CSMs to deliver effective Quarterly Account Reviews.
• Closely work with Director of Customer Success in collaboration with our Marketing, Sales, Implementation and Product teams to execute growth strategies that allows us to quickly scale revenue.
• Maintain our stellar customer retention through proactive risk identification and mitigation.
• Execute on playbooks based on product strategies to drive feature adoption and growth in customers.
• Ensure that the team consistently delivers robust product feedback from customers, as well as coaching team to drive product adoption and embrace new product features.
• Collaborate with internal teams including Implementation, Support and Product to ensure highest customer satisfaction and optimized Launches to maximize customer revenue.
• Identify, forecast and develop new growth opportunities (referrals, product up-sell / cross-sell and expansion) with existing customers.
• Coach and mentor team members on effective selling techniques in a happy customer base.

Skills and Qualifications

• Proven work experience of 8+years in B2B or B2B2C SaaS Customer Success.
• Fluent English with the ability to discuss complex business and technical topics.
• Experience of working for (or working with Non-profits) a strong plus.
• Led Customer Success teams working with small and mid-market accounts for at least for 4 years within rapidly scaling SaaS companies.
• Strong management skills. We’re looking for someone who can build a highly disciplined and highly engaged team that is fully remote.
• Experience hiring, ramping up and working with LATAM teams.
• Experience with CRMs, data/integration, Digital Marketing, Google Analytics, email marketing.
• Demonstrable ability to communicate, present and influence C-level customer stakeholders.
• Drives team success through effective KPIs.
• Works closely with Director of Customer Success to strategize, plan and effectively deliver on results.

Benefits

Our compensation package includes comprehensive benefits and perks, meaningful equity, and a competitive salary:

• 30 days off.
• Home Office Setup Assistance: the company offers assistance with purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspace.
• English learning courses (50% reimbursement, up to $1,000 annually).
• Relevant professional education (50% reimbursement, up to $1,500 annually).
• Gym or swimming pool (50% reimbursement, up to $500 annually).
• Coworking (up to $250 monthly).
• Remote working.

**Please note: All official correspondence from Fundraise Up will exclusively originate from the @fundraiseup.com domain. Exercise caution and ensure the authenticity of emails claiming to be from our company.

#ZR