Customer Success Leader for SMB Non-Profit Organizations
hace 3 semanas
We are reimagining the fundraising platform at Fundraise Up, creating a convenient and fastest way to donate to non-profit foundations. Our innovation focuses on 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.
About the RoleWe're looking for a proven SaaS leader with 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, SMB 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 SMB cohort of small and medium-sized non-profit organizations.
Key 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.
Our compensation package includes comprehensive benefits and perks, meaningful equity, and a competitive salary: $55,000 - $60,000 per year.
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