Senior Customer Success Manager

Summary

Join Fundraise Up's expanding team as a Senior Customer Success Manager, building and nurturing relationships with U.S.-based non-profits. You will empower these organizations to maximize our fundraising platform's potential. This role involves collaborating with key executives, driving product adoption, resolving technical issues, and ensuring high customer satisfaction. The ideal candidate is an autonomous, organized problem-solver thriving in a dynamic startup environment. The position offers a competitive salary, stock options, and a comprehensive benefits package. You will manage a portfolio of approximately 50 non-profit accounts, focusing on growth and retention.

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 ~50 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

• 15 days of vacation, 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 (12/6 weeks)
• Remote working
• Stock options