Customer Success Manager

Highlights

• OTE (On-Target Earnings): $43,750
• Base Salary: $30,000
• Location: remote in Brazil, Mexico, or Argentina
• 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. UNICEF, The Obama Foundation, the Alzheimer's Association, and many others leverage our platform for their online fundraising needs.

About The Role

Join our expanding team as a Customer Success Manager at Fundraise Up, where you'll build and foster relationships with non-profits, helping them fully leverage our platform to achieve fundraising success. In this role, you'll drive product adoption and expansion, collaborate with internal teams to help provide a world class experience, and enhance overall customer satisfaction.

If you're an autonomous, organized problem-solver eager to grow in a dynamic start-up environment, we'd love to meet you.

Key Responsibilities

• Own a portfolio of non-profit accounts
• Provide account management from kick-off, implementation, launch, account planning, and the customers' life cycle
• Act as the main point of contact for all customer account management matters
• Be the product expert, provide product usage training/guidance and technical support
• Deliver Quarterly Account Reviews to customers
• Retain customers through proactive risk identification and mitigation
• Expand senior-level stakeholder relationships
• Identify, forecast, and develop new growth opportunities (referrals, product up-sell / cross-sell, and expansion to other divisions/countries/regions) with existing customers
• Take ownership of customer escalations and drive speedy resolution
• Deliver and exceed Growth and Retention performance metrics (KPIs) defined for this role
• Analyze data through reports and trends, leverage it to drive actions with customers
• Collaborate with internal teams, including Sales, Marketing, Implementation, Support, and Product, to ensure the highest customer satisfaction
• Collaborate with product teams to ensure customer feedback is incorporated into product development

Skills and Qualifications

• Proven work experience of 5-8 years in SaaS Customer Success
• Experience managing a customer book of business of $2M+ ARR
• Familiarity with CRMs, Digital Marketing, Google Analytics and Meta Pixel
• Excellent communication and presentation skills, with the ability to communicate with technical and non-technical stakeholders and deliver persuasive presentations
• Proven ability to develop and maintain relationships with customers and internal stakeholders
• Understanding of performance metrics or KPIs
• Ability to work independently and proactively to drive outcomes and collaborate cross-functionally with multiple teams
• Strong problem-solving skills, with the ability to solve complex technical problems creatively
• Ability to work in a fast-paced, hyper-growth and dynamic environment
• Willingness to occasionally work outside of normal business hours as required to support customers

Bonus points

• Experience in fundraising / digital marketing strategies for non-profits

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.