Director, Customer Success, Enterprise and Strategic

Summary

Join Fundraise Up as the Director of Customer Success and lead a team focused on enterprise and strategic segments. You will drive retention, expansion, and long-term customer relationships by building processes, scaling best practices, and ensuring executive-level engagement. This hands-on leadership role requires collaboration with Sales, Product, Marketing, and Implementation teams. You will be responsible for building high-trust relationships with clients' executive teams and internal stakeholders. The position offers a competitive salary ($130,000-$160,000 base) and stock options, along with comprehensive benefits. The role is remote, with a preference for EST or CST time zones.

Requirements

• 10+ years in B2B or B2B2C SaaS Customer Success roles, with at least 5 years managing a team focused on Enterprise/Strategic accounts
• Proven track record driving high retention, NRR and Upsells in a high-growth environment
• Deep expertise in enterprise lifecycle management: onboarding, adoption, risk management, expansion planning
• Strong executive presence and ability to influence C-level stakeholders
• Experience defining processes, playbooks, KPIs/OKRs, and using CS technologies (CRMs, GA, integration tools)
• Excellent analytical skills; comfortable leveraging data to inform strategy and measure impact

Responsibilities

• Lead and develop a team of Enterprise/Strategic CSMs, instilling a culture of accountability, customer obsession, and continuous improvement
• Own segment health metrics (retention rate, Net Revenue Retention, NPS, etc.) and drive performance against targets
• Build and refine scalable processes for onboarding, success planning, executive business reviews, and risk mitigation
• Coach CSMs on value-based conversations, ROI articulation, and stakeholder influence at the C-suite level
• Product adoption and revenue realization - ensure adoption of the Fundraise Up solution
• Upsell - identify upsell/cross-sell opportunities and closely manage the pipeline to achieve expansion targets
• Work closely with Product to surface customer feedback for short-term/long-term roadmap
• Serve as an escalation point for critical customer issues; liaise with Implementation, Support, and Product to deliver swift resolutions
• Use data and insights to spot trends, optimize account strategies, and improve CS playbooks and toolsets
• Represent the voice of the customer in internal leadership forums and ensure alignment on priorities and resource allocation

Preferred Qualifications

Experience with nonprofit clients or agencies

Benefits

• Health, Dental, and Vision insurance covered at 100% for employees, 80% for employee plus dependents, and 70% for employees plus family
• FSA Spending Account
• Remote or Hybrid work. Our teams are spread globally
• 15 days of vacation, 7 company holidays plus an additional 3 floating holidays and 5 sick days
• 401(k) plan with company match
• 100% Company-paid short-term disability, long-term disability, basic life insurance and AD&D
• Paid parental leave (12/6 weeks)