Director of Customer Success

• Base Pay Range: USD 150K
• On Target Earnings: USD 200K
• Equity compensation: 0.03%

We’re looking for a person with a strong background in scaling and leading Customer Success teams and practices within Saas companies!

The right candidate knows the ins and outs of scaling Customer Success teams and practices in

SAAS companies working with Enterprise clients. Instill strong process and discipline with the team when working with our international team; precise and timely communication, diligently responding to international team’s requests; and providing efficient customer access for the  Product team. Be a task master to ensure efficient, smooth and rapid resolution and closure of international team’s requests.This person can execute on the playbook to create an amazing CS team to guarantee our customers achieve their goals while we discover opportunities for growth and customer advanceq`ment with them. In addition to success and retention, mentor and coach team on value selling into existing customers who are already reaping the benefits with Fundraise Up.

As the Director of Customer Success at Fundraise Up, reporting to the Chief Customer Officer, you will be developing strong relationships with leadership at enterprise customers, driving adoption of our product, ensuring customer satisfaction through exemplary service, and delivering value to them. This role will retain customers and also identify and close new growth opportunities.

• Lead Fundraise Up’s Customer Success team and practices
• Be a taskmaster ensuring efficient, smooth and rapid resolution of internal (international team) and customer requests.
• Drive strong process discipline within the team when collaborating with our international team; precise and timely communication, ensuing timely updates and closures on internal systems; diligently responding to international team’s requests; efficient access to customers for our Product team
• Closely work with CCO and collaborate 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
• Oversee CSMs’ effective account management from kickoff, implementation, launch, account planning and through the customers’ life cycle
• Take ownership of the book of business with a portfolio of customers assigned to CSMs
• Main point of escalation for all customer matters ensuring speedy resolutions
• With CCO’s guidance, execute on playbooks based on product strategies to drive adoption and growth in customers
• Develop trusted advisor relationships with customers
• Work with CSMs to deliver effective Quarterly Account Reviews
• 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
• Deliver and exceed on performance metrics (KPIs) for the CSM team
• Facilitate a strong culture of customer feedback and work closely with our international product team to enhance/innovate product
• Leverage customer data, reports and trends to drive actions with customers
• Build a culture of delivering value and articulating it to customers; helping CSMs to open new doors and relationships with customer execs and upselling them on innovative new product capabilities

• Proven work experience of 12+years in B2B or B2B2C SAAS Customer Success
• Experience of working for (or working with Nonprofits) a plus
• Led Customer Success teams for at least for 7 years within rapidly scaling Saas companies
• Strong management skills. We’re looking for someone who can easily win our current team's trust and can work towards building an even stronger Customer Success Team
• Experience working with international teams, eastern European would be a plus
• Experience with CRMs, data/integration, Digital Marketing, Google Analytics
• Demonstrable ability to communicate, present and influence C-level customer stakeholders
• Drives team success through effective KPIs
• Works closely with Chief Customer Officer to strategize, plan and effectively deliver on results

Our Amazing Perks

• Competitive salary
• Stock Options
• Generous PTO
• 8 paid company holidays
• 100% covered Medical/Dental/Vision Insurance, available from the first month( $1,000/m limit)
• Organic Catered Lunch is provided daily.
• Fully stocked kitchen with endless snacks, wine/beer, and good coffee
• On-site gym membership paid in full
• $1,500/y professional development and learning stipends
• Beautiful office with views of the Manhattan skyline and the Statue of Liberty
• Industry City Creative Hub with live music, yoga classes, events, and plenty of food around.

About Fundraise Up

Fundraise Up is a rapidly growing FinTech company headquartered in Brooklyn, NY that provides market disrupting online fundraising software to enterprise nonprofits. Fundraise Up's AI-powered platform is leveraged by trusted organizations like UNICEF USA, Salvation Army, American Heart Association, Alzheimer’s Association, American Diabetes Association, Partners In Health, and Stand Up to Cancer to assist in significantly increasing revenue.