Leading Customer Success for SMB Accounts in LATAM
hace 1 semana
Overview
Fundraise Up is revolutionizing the fundraising platform to provide a seamless and efficient way for individuals to donate to non-profit foundations. Our innovative approach focuses on enhancing loading speeds, boosting conversion rates, and offering diverse payment methods.
We are seeking a seasoned SaaS leader to join our esteemed Customer Success team as the Head of Customer Success for SMB Accounts in LATAM. This role plays a pivotal part 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.
Salary and Benefits
The estimated salary for this position ranges from $55,000 to $60,000 per year. Our comprehensive benefits package includes 30 days off, home office setup assistance, English learning courses, relevant professional education, gym or swimming pool reimbursement, and coworking expenses.
Job Description
As the Head of Customer Success for SMB Accounts in LATAM, you will be responsible for developing workflows, playbooks, and KPIs specific to driving success across a growing cohort of approximately hundreds of SMB customers. This includes ensuring a consistently high level of engagement, growth, and customer satisfaction.
You will lead Fundraise Up's SMB Customer Success team, drive strong process discipline across a remote team of LATAM-based CSMs, and oversee CSMs' effective account management from kick-off to launch and through the customers' life-cycle.
Closely working with the Director of Customer Success and internal teams, you will execute growth strategies that enable us to quickly scale revenue, maintain stellar customer retention, and ensure consistent delivery of robust product feedback from customers.
Required Skills and Qualifications
This role requires a proven work experience of 8+ years in B2B or B2B2C SaaS Customer Success, fluent English, and experience working with Non-profits (a strong plus). You should have led Customer Success teams working with small and mid-market accounts for at least 4 years within rapidly scaling SaaS companies.
A strong management skillset is essential, along with experience hiring, ramping up, and working with LATAM teams. Familiarity with CRMs, data/integration, Digital Marketing, Google Analytics, email marketing, and demonstrated ability to communicate, present, and influence C-level customer stakeholders is also required.
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