.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.
The UNICEF, Barack Obama, the Alzheimer's Association, and many others leverage our platform for their online fundraising needs.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 and serve the world's most impactful non-profits.
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.
As the coach and mentor of a small but growing team that is part of our larger Customer Success organization, you will develop the workflows, playbooks, and KPIs to empower each CSM to successfully manage a book-of-business of 100+ accounts each and deliver a consistent level of high customer satisfaction through expert product support and feature adoption.
The ideal candidate is an effective task-master who can execute on the playbook and instill process discipline across a remote team supporting international customers and colleagues.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, 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