Remote Head of Customer Success

Summary

Join a dynamic team at Fundraise Up as they reimagine the fundraising platform, and become the Head of Customer Success, SMB Accounts. This role involves leading a team to drive engagement and growth across small and medium-sized non-profit organizations, developing workflows and playbooks, and ensuring high customer satisfaction.

Requirements

• 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

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

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