Senior Customer Success Manager

Highlights

• OTE:  $130,000 - $150,000
• Base Salary: $100,000 - $120,000
• Location: remote in USA
• 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. 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 build and foster relationships with U.S.-based non-profits, helping them fully leverage our platform to achieve fundraising success. In this role, you'll collaborate with key executives, drive product adoption, resolve technical issues, and enhance overall customer satisfaction.

If you're an autonomous, organized problem-solver eager to grow in a dynamic start-up environment, we'd love to meet you.

Key Responsibilities

• Own a portfolio of ~50 non-profit accounts.
• Provide account management from kick-off, implementation, launch, account planning, and the customers’ life cycle.
• Act as the main point of contact for all customer account management matters.
• Be the product expert, provide product usage training/guidance and technical support.
• Deliver Quarterly Account Reviews to customers.
• Retain customers through proactive risk identification and mitigation.
• Expand senior-level stakeholder relationships.
• Identify, forecast, and develop new growth opportunities (referrals, product up-sell / cross-sell, and expansion to other divisions/countries/regions) with existing customers.
• Take ownership of customer escalations and drive speedy resolution.
• Deliver and exceed Growth and Retention performance metrics (KPIs) defined for this role.
• Analyze data through reports and trends, leverage it to drive actions with customers
• Collaborate with internal teams, including Sales, Marketing, Implementation, Support, and Product, to ensure the highest customer satisfaction.
• Collaborate with product teams to ensure customer feedback is incorporated into product development.

Skills and Qualifications

• Proven work experience of 5-8 years in SaaS Customer Success.

• Experience managing a customer book of business of $2M+ ARR.

• Familiarity with CRMs, Digital Marketing, Google Analytics and Meta Pixel.

• 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.

Bonus Points

• Experience in fundraising / digital marketing strategies for non-profits.

Benefits

• 15 days of vacation, 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 (12/6 weeks).
• 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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