Customer Success Manager

About the Role

Our biggest growth opportunity is already on the platform. As Customer Growth Manager, you’ll own expansion revenue across a portfolio of Strategic and Enterprise accounts, helping nonprofits run more of their giving on Fundraise Up across three motions: product expansion, account growth, and recurring donor migration. This isn’t a sales role or traditional account management. You’ll sit alongside the Customer Success Manager, who owns the relationship and retention, and the Account Executive, who owns new business, as the person accountable for growth. The expansion playbook is still being built, so you’ll help write it, with a direct line to Customer Success leadership and executive stakeholders.

Key Responsibilities

• Own an expansion target across your portfolio, measured by committed revenue, actualization on the platform, and product and category attach rate.
• Find and prioritize whitespace in every account (products, programs, and fundraising volume not yet on Fundraise Up) so discovery time goes where growth potential is highest.
• Lead expansion discovery with stakeholders from fundraising and digital teams up to executive leadership, and build business cases tied to each customer’s fundraising goals.
• Qualify every opportunity against a consistent standard, disqualify fast, and drive the rest from commitment through to revenue processing on the platform.
• Drive recurring donor migrations to commitment by building the case for what moves, what the risk is, and how retention is protected, using test migrations, reference customers, and a clear feasibility step to keep large deals moving through defined stages.
• Partner with the CSM and AE as one account team: hand off to Sales on commercial opportunities through the agreed qualification and attribution process, and equip CSMs to surface growth signals.
• Own an accurate Salesforce pipeline with activity on every open opportunity, forecast with discipline, and report to Customer Success leadership through the weekly pipeline review and regular expansion review with Sales.
• Bring the customer view back to the business by representing Customer Success on product launches tied to expansion, sharing growth blockers and product gaps with Product and CS leadership, and contributing to playbooks, messaging, and enablement.
• Use AI as a default tool, not an experimental one. At Fundraise Up, we expect every team member to actively use AI in their day-to-day work, identify where AI can change the shape of problems in their function (from whitespace analysis to business cases), and grow their fluency as the tools evolve.

Skills and Qualifications

• 5+ years in SaaS Customer Success, account management, or a comparable customer-facing role with direct responsibility for expansion or upsell revenue.
• A track record of growing revenue within an existing customer base against a target.
• Experience leading discovery and building business cases with senior stakeholders across multiple teams.
• Comfort working alongside Sales on commercial opportunities without owning the full sales cycle.
• Disciplined pipeline management and expansion or renewal forecasting, with strong Salesforce skills and the ability to use data to find opportunities and tell a clear story to executives.
• Exceptional written and verbal communication, including turning product capabilities into a clear customer value narrative.
• Ability to influence without authority across Customer Success, Sales, Product, and RevOps.
• A bias toward repeatable process and documentation. You leave a playbook behind.

Nice to Have

• Experience standing up an expansion motion inside a post-sale team for the first time.
• Experience with platform or data migrations as part of a commercial decision.
• Familiarity with a customer success platform such as Gainsight, Vitally, Totango, or ChurnZero.
• Nonprofit sector or payments experience.

You’ll Thrive Here If You…

• Feel personally responsible for a number and don’t need a quota to call it yours.
• Would rather build the playbook than wait for one.
• Ask the second and third question in discovery, because the real opportunity is rarely in the first answer.
• Disqualify quickly and without ego. A clean “no” beats a stale “maybe.”
• Measure success by revenue processing on the platform, not signatures on a page.
• Share credit easily with your CSM and AE, and give them candid feedback when something isn’t working.
• Bring what customers tell you back to Product, even when it’s uncomfortable.
• Get energized by helping nonprofits raise more for the causes they serve.

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.

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, disability, or any other characteristic protected by applicable law in the countries where we operate.

Total Compensation Range 114300 - 124400 USD