Customer Success Manager

Summary

Join our expanding team as a Customer Success Manager at Fundraise Up and build strong relationships with non-profits, helping them utilize our platform for fundraising success. Drive product adoption and expansion, collaborate with internal teams for a world-class customer experience, and enhance overall customer satisfaction. Manage a portfolio of 100-150 non-profit accounts, acting as the primary point of contact for all account management needs. Provide product training, technical support, and quarterly account reviews. Retain customers through proactive risk management and expand senior-level stakeholder relationships. Identify and develop new growth opportunities, handle customer escalations, and exceed defined performance metrics. Analyze data to drive customer actions and collaborate with internal teams for optimal customer satisfaction. This role requires a proven track record in SaaS Customer Success and experience managing a significant customer portfolio.

Requirements

• Proven work experience of 5-8 years in SaaS Customer Success
• Experience managing a customer book of business of $2M+ ARR
• Familiarity with CRMs, Digital Marketing, Google Analytics and Meta Pixel
• Excellent communication and presentation skills, with the ability to communicate with technical and non-technical stakeholders and deliver persuasive presentations
• Proven ability to develop and maintain relationships with customers and internal stakeholders
• Understanding of performance metrics or KPIs
• Ability to work independently and proactively to drive outcomes and collaborate cross-functionally with multiple teams
• Strong problem-solving skills, with the ability to solve complex technical problems creatively
• Ability to work in a fast-paced, hyper-growth and dynamic environment
• Willingness to occasionally work outside of normal business hours as required to support customers

Responsibilities

• Own a portfolio of 100-150 non-profit accounts
• Provide account management from kick-off, implementation, launch, account planning, and the customers’ life cycle
• Act as the main point of contact for all customer account management matters
• Be the product expert, provide product usage training/guidance and technical support
• Deliver Quarterly Account Reviews to customers
• Retain customers through proactive risk identification and mitigation
• Expand senior-level stakeholder relationships
• Identify, forecast, and develop new growth opportunities (referrals, product up-sell / cross-sell, and expansion to other divisions/countries/regions) with existing customers
• Take ownership of customer escalations and drive speedy resolution
• Deliver and exceed Growth and Retention performance metrics (KPIs) defined for this role
• Analyze data through reports and trends, leverage it to drive actions with customers
• Collaborate with internal teams, including Sales, Marketing, Implementation, Support, and Product, to ensure the highest customer satisfaction
• Collaborate with product teams to ensure customer feedback is incorporated into product development

Preferred Qualifications

Experience in fundraising / digital marketing strategies for non-profits

Benefits

• 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