Customer Success Manager

HighlightsOTE (On-Target Earnings): $43,750Base Salary: $30,000Location: remote in Brazil, Mexico, or ArgentinaStock 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. UNICEF, The Obama Foundation, the Alzheimer's Association, and many others leverage our platform for their online fundraising needs.About The RoleJoin 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 ResponsibilitiesOwn a portfolio of 100-150 non-profit accountsProvide account management from kick-off, implementation, launch, account planning, and the customers’ life cycleAct as the main point of contact for all customer account management mattersBe the product expert, provide product usage training/guidance and technical supportDeliver Quarterly Account Reviews to customersRetain customers through proactive risk identification and mitigationExpand senior-level stakeholder relationshipsIdentify, forecast, and develop new growth opportunities (referrals, product up-sell / cross-sell, and expansion to other divisions/countries/regions) with existing customersTake ownership of customer escalations and drive speedy resolutionDeliver and exceed Growth and Retention performance metrics (KPIs) defined for this roleAnalyze data through reports and trends, leverage it to drive actions with customersCollaborate with internal teams, including Sales, Marketing, Implementation, Support, and Product, to ensure the highest customer satisfactionCollaborate with product teams to ensure customer feedback is incorporated into product developmentSkills and QualificationsProven work experience of 5-8 years in SaaS Customer SuccessExperience managing a customer book of business of $2M+ ARRFamiliarity with CRMs, Digital Marketing, Google Analytics and Meta PixelExcellent communication and presentation skills, with the ability to communicate with technical and non-technical stakeholders and deliver persuasive presentationsProven ability to develop and maintain relationships with customers and internal stakeholdersUnderstanding of performance metrics or KPIsAbility to work independently and proactively to drive outcomes and collaborate cross-functionally with multiple teamsStrong problem-solving skills, with the ability to solve complex technical problems creativelyAbility to work in a fast-paced, hyper-growth and dynamic environmentWillingness to occasionally work outside of normal business hours as required to support customersBonus pointsExperience in fundraising / digital marketing strategies for non-profitsBenefitsOur compensation package includes comprehensive benefits and perks, meaningful equity, and a competitive salary:30 days offHome 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.Originally posted on Himalayas

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