Head of Customer Success for SMB Accounts

hace 4 semanas


Ciudad de México, Ciudad de México Fundraise Up A tiempo completo
About Fundraise Up

Fundraise Up is a pioneering fundraising platform that aims to simplify and accelerate the process of donating to non-profit organizations. By leveraging innovative technologies and a user-friendly interface, we strive to create a seamless experience for both donors and fundraisers.



Job Summary

We are seeking an experienced Customer Success Manager to lead our SMB Customer Success team. The ideal candidate will have a strong background in B2B SaaS Customer Success, with a proven track record of driving growth and customer satisfaction. The successful candidate will be responsible for developing and executing strategies to drive customer success across our SMB cohort, as well as leading a team of Customer Success Managers.



Key Responsibilities


  • Develop and execute customer success strategies for our SMB cohort, including onboarding, engagement, and retention.
  • Lead a team of Customer Success Managers, providing guidance, coaching, and support to ensure they are equipped to drive customer success.
  • Collaborate with internal teams to execute growth strategies and identify new opportunities for customer growth and expansion.
  • Develop and maintain relationships with key customers, providing exceptional customer service and ensuring high levels of customer satisfaction.
  • Monitor and analyze customer data to identify trends and areas for improvement, making data-driven decisions to drive customer success.
  • Develop and maintain a deep understanding of our product and its features, using this knowledge to drive customer adoption and growth.
  • Identify and develop new growth opportunities with existing customers, working closely with the sales team to drive revenue growth.


Requirements


  • Proven work experience of 8+ years in B2B or B2B2C SaaS Customer Success.
  • Fluent English with the ability to discuss complex business and technical topics.
  • Experience working with Non-profits is a strong plus.
  • Led Customer Success teams working with small and mid-market accounts for at least 4 years.
  • Strong management skills to build a disciplined and engaged remote team.
  • Experience hiring and working with LATAM teams.
  • Experience with CRMs, data/integration, Digital Marketing, and Google Analytics.
  • Demonstrable ability to communicate and influence C-level customer stakeholders.
  • Drives team success through effective KPIs.


What We Offer


  • 30 days off.
  • Home Office Setup Assistance.
  • English learning courses (50% reimbursement, up to $1,000 annually).
  • Relevant professional education (50% reimbursement, up to $1,500 annually).
  • Gym or swimming pool (50% reimbursement, up to $500 annually).
  • Coworking (up to $250 monthly).


Please note: All official correspondence from Fundraise Up will exclusively originate from the @fundraiseup.com domain.




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