Customer Success Manager

Highlights

• OTE (On-Target Earnings): $43700

• Base Salary: $30000

• Location: remote in Colombia

• 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

We are looking for you to join our stellar team of customer success managers in serving the world's most impactful non-profits.

Join our team as a Customer Success Manager at Fundraise Up where you'll foster strong relationships with U.S.-based SMB non-profits ensuring their satisfaction and growth through expert product support and driving adoption. You'll troubleshoot technical issues retain customers and unlock new opportunities.

Success in this role requires deep knowledge of web systems CRMs analytics and data management combined with excellent consultative communication skills. You should be a self-driven organized problem-solver ready to thrive in a dynamic start-up setting.

Key Responsibilities

• Provide account management from kick-off implementation launch account planning and through the customers’ life cycle.

• Act as main point of contact for all customer account management matters.

• Be the product expert provide product usage training/guidance and technical support.

• Develop trusted advisor relationships with customer stakeholders and executives.

• Deliver Quarterly Account Reviews to customers.

• Retain customers through proactive risk identification and mitigation.

• 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 and leverage it to drive actions with customers.

• Deliver and articulate value to customers.

• Collaborate with internal teams including 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

• 5 years as a CSM or Account Manager in B2B/B2B2C SaaS.

• Fluent English with the ability to discuss complex business and technical topics.

• Non-profit experience preferred.

• Managed $500k+ customer revenue.

• Excellent communication and presentation skills skilled at relationship-building.

• Familiarity with CRMs Digital Marketing Google Analytics Salesforce Hubspot and Meta Pixel.

• Strong Data/Analytics background.

• Understanding of performance metrics or KPI’s.

• Independent proactive and collaborative work style.

• Creative technical problem-solver.

• Ability to work in a fast-paced hyper-growth and dynamic environment.

• Occasional need to work outside of regular business hours as required to support customers may be required.

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 $1000 annually).

• Relevant professional education (50% reimbursement up to $1500 annually).

• Gym or swimming pool (50% reimbursement up to $500 annually).

• Coworking (up to $250 monthly).

• Remote working.

**Please note: All official correspondence from Fundraise Up will exclusively originate from the @fundraiseup.com domain. Exercise caution and ensure the authenticity of emails claiming to be from our company.

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