Head of Customer Success, Enterprise, USA, Remote - Fundraise Up

Highlights

• OTE (On-Target Earnings): $150,000 - $180,000
• Base Salary: $120,000 - $144,000
• Location: remote in North America
• 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, including UNICEF, Barack Obama, and the Alzheimer's Association.

About the Role

We’re looking for a proven SaaS leader with non-profit experience and a strong background leading and scaling teams to join our stellar Customer Success team. As the Head of Customer Success, Enterprises 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 largest enterprise and strategic non-profit customers. You will develop workflows and playbooks to empower each CSM to deliver strong ROI to international non-profit organizations by maximizing their use of Fundraise Up’s suite of products and features. You will help the team provide strategic guidance to customers on digital fundraising strategies while building relationships with executive stakeholders and uncovering new revenue opportunities.

Key Responsibilities

• Lead Fundraise Up's Enterprise Customer Success team, ensuring consistent engagement and satisfaction among large enterprise customers.
• Develop workflows, playbooks, and KPIs for effective account management and customer growth.
• Oversee and guide CSMs in managing customer lifecycles, from kickoff to ongoing account growth.
• Execute growth strategies and collaborate with Sales, Marketing, Implementation, and Product teams.
• Drive feature adoption and proactively manage customer risk for retention.
• Mentor CSMs, ensuring high customer satisfaction, effective issue escalation, and robust feedback.
• Identify growth opportunities (upsell, cross-sell) and build trusted advisor relationships.
• Cultivate a positive, remote work culture with a focus on delivering value to customers and exceeding KPIs.

Skills and Qualifications

• Proven work experience of 8+ years in B2B or B2B2C SaaS Customer Success.
• Experience working for or with non-profits is a strong plus.
• Led Customer Success teams working with enterprise accounts for at least 4 years within rapidly scaling SaaS companies.
• Strong management skills; able to gain the trust of the current team and build an even stronger Customer Success Team.
• Experience with CRMs, data/integration, digital marketing, Google Analytics, and email marketing.
• Demonstrable ability to communicate, present, and influence C-level customer stakeholders.
• Experience working with international teams, particularly in Eastern Europe, is a plus.
• Drives team success through effective KPIs.
• Works closely with the Director of Customer Success to strategize, plan, and effectively deliver on results.

Benefits

Our compensation package includes comprehensive benefits and perks, meaningful equity, and a competitive salary:

• 15 days of vacation, 7 company holidays, plus 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.
• 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.