Senior Customer Success Manager

Highlights:

• Location: Remote in North America
• Base Salary: $120,000 - $130,000
• OTE: $130,000 - $150,000

About Us

At Fundraise Up, we are reimagining the fundraising platform to create the fastest and most convenient way to donate to non-profit organizations. 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. UNICEF, The Obama Foundation, the Alzheimer's Association, and many others leverage our platform for their online fundraising needs.

About the Role

Join our expanding team as a Senior Customer Success Manager at Fundraise Up, where you'll foster relationships with top nonprofits, ensuring they fully leverage our platform for their fundraising success. 

In this role, you'll partner with key nonprofit client executives to drive product adoption, manage upsell and cross-sell activities, and enhance customer satisfaction. The ideal candidate should have experience working with nonprofit customers or leading the development function within a nonprofit, understanding of SaaS, web technologies, CRMs, analytics, data management, consultative communication, and sales skills to engage with diverse clients and partners.

If you're an autonomous, organized strategist and a problem-solver who is eager to advance in a dynamic startup, we'd love to hear from you!

Key Responsibilities

• Strategic Leadership & Customer Relationship Management:
• Own the overall customer relationship, ensuring alignment with customer goals, objectives, and expectations.
• Establish and maintain strong relationships with executive sponsors and key decision-makers within the customer’s organization.
• Act as the primary liaison for high-level strategic discussions and executive reviews (e.g., Quarterly Account Reviews, executive business reviews).

• Strategic Account Planning:
• Identify expansion opportunities and develop strategies for customer growth, product adoption and retention.
• Regularly review and update account plans based on customer feedback, performance data, and evolving needs.
• Collaborate on and own the Customer Success portion of the account plan and related activities.
• Manage key strategic initiatives, including whitespace analysis, upselling, and customer advocacy.

• Customer Success, Retention and Key metrics:
• Work with the customer’s leadership team to dig deeper into opportunities and collaborate on strategy to move opportunities forward.
• Monitor account signals and lead churn prevention strategy.
• Oversee escalations and work with leadership in a timely manner on escalation handling.
• Monitor and drive key success metrics (e.g., growth KPIs, NPS, retention, and churn).

• Collaboration:
• Drive strong collaboration with customers around gathering input for the FundraiseUp Product Roadmap - interviews, surveys, experiments, feedback.
• Continually provide feedback from customers to the product team and other relevant partners.
• Advocate for FundraiseUp's product philosophy with customers.
• Support Sales, Marketing, and Partnerships teams with customer advocates (e.g. references, speaking engagements, product interviews).

Skills and Qualifications

• 8+ years demonstrated success in SaaS customer success roles.
• Nonprofit experience strongly preferred.
• Experience managing a customer book of business of $4M+ ARR.
• Experience driving revenue expansion opportunities within an enterprise or strategic portfolio in a SaaS enterprise software organization.
• 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.

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, plus 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).