Head of Customer Success, SMB, LATAM, RemoteOTE (On-Target Earnings): $55,000 - $60,000Location: remote in MexicoStock optionsAbout UsAt 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.About the RoleWe're looking for a proven SaaS leader with a strong background leading and scaling teams to join our stellar Customer Success team. As the Head of Customer Success, SMB 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 SMB cohort of small and medium-sized non-profit organizations.Key ResponsibilitiesLead 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.Drive strong process discipline across a remote team of LATAM-based CSMs.Oversee CSMs' effective account management from kick-off to the customers' life-cycle.Work with CSMs to deliver effective Quarterly Account Reviews.Collaborate with internal teams to execute growth strategies.Maintain customer retention through proactive risk identification and mitigation.Execute on playbooks based on product strategies to drive feature adoption and growth.Ensure the team delivers robust product feedback from customers.Identify and develop new growth opportunities with existing customers.Coach and mentor team members on effective selling techniques.Skills and QualificationsProven 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.Compensation and Benefits30 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.#J-18808-Ljbffr