VP, Customer Success

Summary

Join Fundraise Up as the Vice President of Customer Success and lead the global Customer Success organization, driving customer outcomes across all segments. Establish operational excellence throughout the customer lifecycle and foster strong cross-functional alignment. Build and scale high-performing teams, focusing on retention, growth, and long-term value. Serve as a senior point of escalation, building trusted relationships with customers and internal stakeholders. Leverage data and insights to improve lifecycle engagement and foster customer advocacy. This role requires strong leadership, strategic planning, and a passion for delivering exceptional customer experiences.

Requirements

• 12+ years of experience in B2B or B2B2C SaaS Customer Success, including 7+ years in CS leadership roles
• Experience managing large global teams (LATAM is a plus), and collaborating with international product and support teams (Eastern Europe is a plus)
• Proven track record scaling Customer Success functions and delivering high Retention and NRR in high-growth SaaS environments
• Deep understanding of customer lifecycle management, account and success planning, and enterprise engagement
• Strong executive presence with the ability to influence and build trust with C-level stakeholders
• Experience working with CRMs, digital marketing tools, Google Analytics, and integration platforms

Responsibilities

• Lead, mentor, and grow a high-performing global Customer Success team, fostering a culture of excellence, accountability, and customer centricity
• Own customer health and retention, proactively identifying risks and driving team performance through KPIs and OKRs, ensuring high retention and NRR
• Build and scale processes for seamless onboarding, retention, and growth, enforcing operational rigor in follow-ups, internal communications, and handoffs
• Guide CSMs in delivering effective QBRs, success plans, and executive engagement, while enabling them to articulate ROI and influence stakeholders
• Partner with Sales and Product to identify and drive upsell and cross-sell opportunities, guiding value selling strategies to expand relationships in existing enterprise accounts
• Champion customer needs, serve as the point of escalation, and ensure seamless collaboration with international teams (including Eastern Europe), as well as Chief Customer Officer, Implementation, Marketing, Sales, and Product
• Ensure strong customer access for Product to gather feedback for roadmap prioritization, representing the voice of the customer in leadership forums
• Leverage data and insights to improve lifecycle engagement, drive product adoption, and foster customer advocacy, developing scalable playbooks and CS frameworks with international teams

Preferred Qualifications

Experience working with or supporting nonprofits

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)