Head of Customer Success, Enterprise, USA, Remote

Highlights

• OTE (On-Target Earnings): $150,000 - $180,000
• Base Salary: $120,000 - $144,000
• Location: remote in North America
• Stock options

About Us

At Fundraise Up, we are reimagining the fundraising platform to create the most convenient and fastest way to donate to non-profit foundations. Our innovation is aimed at enhancing loading speeds, boosting conversion rates, offering diverse payment methods, and more. Each month, individuals worldwide donate tens of millions of dollars through our platform. We are the go-to fundraising solution for some of the world's leading non-profit organizations. The UNICEF, Barack Obama, the Alzheimer's Association, and many others leverage our platform for their online fundraising needs.

About the Role

We’re looking for a proven SaaS leader with non-profit experience and a strong background leading and scaling teams to join our stellar Customer Success team and serve the world's most impactful non-profits. As the Head of Customer Success, Enterprises Accounts, you will play a pivotal role in building and leading a team of Customer Success Managers responsible for driving engagement and growth across our largest enterprise and strategic non-profit customers. As the coach and mentor of a growing team that is part of our larger Customer Success organization, you will develop the workflows and playbooks to empower each CSM to deliver strong ROI to international non-profit organizations by maximizing their use of Fundraise Up’s suite of products and features. As a leader in the non-profit space, you will help the team provide strategic guidance to customers on digital fundraising strategies while building relationships with executive stakeholders and uncovering new revenue opportunities.

Key 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.

Skills and Qualifications

• 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

Benefits

Our compensation package includes comprehensive benefits and perks, meaningful equity, and a competitive salary:

• 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.
• *Please note: All official correspondence from Fundraise Up will exclusively originate from the @fundraiseup.com domain. Exercise caution and ensure the authenticity of emails claiming to be from our company.

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