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 for Enterprises Accounts. This role involves leading a team to drive engagement and growth across large enterprise and strategic non-profit customers.

Requirements

• Proven work experience of 8+years in B2B or B2B2C SaaS Customer Success
• Experience of working for (or working with Non-profits) a strong plus
• Led Customer Success teams working with enterprise accounts for at least for 4 years within rapidly scaling SaaS companies
• Strong management skills. We’re looking for someone who can easily win our current team's trust and can work towards building an even stronger Customer Success Team
• Experience with CRMs, data/integration, Digital Marketing, Google Analytics, email marketing
• Demonstrable ability to communicate, present and influence C-level customer stakeholders
• Experience working with international teams, eastern European would be a plus
• 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 Enterprise Customer Success team, ensuring consistent engagement and satisfaction among large enterprise customers
• Develop workflows, playbooks, and KPIs for effective account management and customer growth
• Oversee and guide CSMs in managing customer lifecycles, from kick off to ongoing account growth
• Execute growth strategies and collaborate with Sales, Marketing, Implementation, and Product teams
• Drive feature adoption and proactively manage customer risk for retention
• Mentor CSMs, ensuring high customer satisfaction, effective issue escalation, and robust feedback
• Identify growth opportunities (upsell, cross-sell) and build trusted advisor relationships
• Cultivate a positive, remote work culture with a focus on delivering value to customers and exceeding KPIs

Benefits

• 15 days of vocation, 7 company holidays plus an additional 3 floating holidays and 5 sick days
• 401(k) plan with company match
• FSA Spending Account
• 100% Company-paid short-term disability, long-term disability, basic life insurance and AD&D
• Health, Dental, and Vision insurance covered at 100% for employees, 80% for employee plus dependents, and 70% for employees plus family
• Paid parental leave
• Remote working