Head of Customer Success, Smb, Latam, Remote

**Highlights**- OTE (On-Target Earnings): $55,000 - $60,000- Base Salary: $44,000 - $48,000- Location: remote in Mexico- 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. The UNICEF, Barack Obama, the Alzheimer's Association, and many others leverage our platform for their online fundraising needs.**About the Role****Key Responsibilities**- Lead Fundraise Up's SMB (small & mid-size) Customer Success team.- Develop the workflows, playbooks, and KPIs specific to driving success across a growing cohort of approximately hundreds of SMB customers, ensuring a consistently high level of engagement, growth, and customer satisfaction.- Drive strong process discipline across a remote team of LATAM-based CSMs to ensure precise and timely communication and rapid resolution to requests from international colleagues and customers.- Oversee CSMs' effective account management from kick-off, implementation, launch, account planning and through the customers' life-cycle.- Work with CSMs to deliver effective Quarterly Account Reviews.- Closely work with Director of Customer Success in collaboration with our Marketing, Sales, Implementation and Product teams to execute growth strategies that allows us to quickly scale revenue.- Maintain our stellar customer retention through proactive risk identification and mitigation.- Execute on playbooks based on product strategies to drive feature adoption and growth in customers.- Ensure that the team consistently delivers robust product feedback from customers, as well as coaching team to drive product adoption and embrace new product features.- Collaborate with internal teams including Implementation, Support and Product to ensure highest customer satisfaction and optimized Launches to maximize customer revenue.- Identify, forecast and develop new growth opportunities (referrals, product up-sell / cross-sell and expansion) with existing customers.- Coach and mentor team members on effective selling techniques in a happy customer base.**Skills and Qualifications**- 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 of working for (or working with Non-profits) a strong plus.- Led Customer Success teams working with small and mid-market accounts for at least for 4 years within rapidly scaling SaaS companies.- Strong management skills. We're looking for someone who can build a highly disciplined and highly engaged team that is fully remote.- Experience hiring, ramping up and working with LATAM teams.- Demonstrable ability to communicate, present and influence C-level customer stakeholders.- Drives team success through effective KPIs.- Works closely with 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:- 30 days off.- Home Office Setup Assistance: the company offers assistance with purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspace.- 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).- Remote working.ZR